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Essentials of Service Design and Innovation: 3rd Edition

Essentials of Service Design and Innovation: 3rd Edition

Paperback

Management

ISBN10: 1494474379
ISBN13: 9781494474379
Publisher: Createspace
Published: Dec 14 2013
Pages: 292
Weight: 1.28
Height: 0.61 Width: 7.99 Depth: 10.00
Language: English
This is the THIRD edition - an expanded FOURTH edition is available. Services represent the largest portion of economic activity in developed nations, and are likely an important part of your business. Unfortunately, services traditionally have lacked the rigorous design tools we see used in designing physical products. This book describes a simple yet powerful service design tool known as PCN Analysis. The PCN tool will allow you to document and analyze the provider-customer interactions that take place in your business, showing where increased value can be realized by strategically repositioning process elements. This book shows how firms can optimally design service operations to achieve value objectives, and systematically identify innovations that provide competitive advantage.

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Management