CHAPTER 5: THE FOUR DIMENSIONS OF SERVICE MANAGEMENT
The four dimensions are:
•Organisations and people
•Information and technology
•Partners and suppliers
•Value streams and processes
The four dimensions of service management are relevant to all elements of the Service Value System (see chapter 6). Failing to consider all four dimensions can lead to services that offer poor quality or efficiency, or may even mean services aren’t delivered at all. The four dimensions can overlap and interact in unpredictable ways and must be considered for every service. Figure 4 shows the four dimensions4:
Figure 4: The four dimensions of service management ...
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