June 2013
Beginner
134 pages
2h 37m
English
book
Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations
by Cengiz Haksever, Barry Render
Content preview from Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations
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8. Design and Development of Services and Service Delivery Systems
8.6. Summary of the Chapter
This chapter focuses on the design and development of services and their delivery systems. Service design is an important step in creating value and satisfaction for the customer. A service is supposed to satisfy the needs of customers, or solve their problems; the purpose of the design is to determine the best and most profitable way for doing this. Service design is also important because it influences quality, costs, customer value, and the image of the organization. Various categories of “newness,” or innovation, in services were reviewed: major innovations, start-up businesses, new products for the currently served market, product line extensions, ...
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