October 2016
Intermediate to advanced
153 pages
4h 18m
English
Content preview from Designing Service Processes to Unlock Value, Second Edition
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The Changing Nature of Service Processes
In this chapter we will look at three trends that have been instrumental in driving changes to the service process design landscape: the rapid pace of technology-enabled service innovation, the expanded role of the customer, and the increasing use of service inventory. While each of these trends and their impact on service processes can be considered separately, in many cases they are linked together through supporting technologies. Clearly, the expanded role of the customer has been facilitated by self-service technologies (SSTs). In addition, performing and storing a portion of the service work before the customer enters the service system (i.e., service inventory) is becoming increasingly ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.