Service Design and Delivery

Acknowledgments

I thank Jim Spohler for giving me an opportunity to write this book. I also thank the following people and organizations: IDEO for permission to use their Design Thinking Toolkit, Tamara Carlson for permission to use the Playbook for Strategic Foresight and Innovation, Shuichi Yoshida, Chieko Suzuki, and Tsutomu Uematsu for letting me write about them in the case studies, John Hill for reading and correcting the early draft, and Shigeki Takahashi for introducing Chieko Suzuki to me. I also thank Scott Isenberg for editorial work on the book. Finally, I would like to thank my wife Yoko, my parents Tadao and Yasuko, and my sister Sachiko Ibe along with my children, Hiroshi, Makoto, and Megumi.