CHAPTER 5: FROM DESIGN TO REALITY
This chapter explains the concept of the USD as an integral front office for the service organisation. We also discuss the design and development of improvements to the USD, for example the hiring and training of staff.
Five phases are posited, each with a number of steps. We begin with ambition and the necessary tasks, and end with an operating USD. After reading this chapter, the reader should understand the approach to creating, developing and improving a USD.
5.1 Action plan: from design to realisation
An action plan structures thinking and development. You can compare this with building a house. Not the USD, for sure we cannot compare a USD to a house, except for the sleeping occupants, we mean just the ...
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