CHAPTER 3: ALL ABOUT SERVICES
This chapter defines:
•Products and services
•Utility
•Warranty
•Output
•Outcome
•Risk
Products and services
The services an organisation provides are based on one or more products. Products are created from configurations of the resources to which an organisation has access. Resources include:
•People
•Information
•Technology
•Value streams
•Processes
•Suppliers
•Partners
“A product is a configuration of an organization’s resources designed to offer value for a consumer.”
“A service is a means of enabling value co-creation, by facilitating outcomes that customers want to achieve, without the customer having to manage ...
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