Essentials of Service Design and Innovation: 3rd Edition

This is the new and expanded third edition. It will change the way you think about and approach service design and innovation. 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. Table of Contents...Part I: Service Analysis BasicsChapter 1 - Services Designed to Disappoint?Chapter 2 - Understanding ServicesChapter 3 - Creating PCN DiagramsChapter 4 - Identifying the Value PropositionChapter 5 - Strategic Process PositioningPart II: Service Design and ManagementChapter 6 - Managing Across the RegionsChapter 7 - Process Control and Job DesignChapter 8 - Managing the Customer RolesChapter 9 - Assuring Interactive QualityChapter 10 - Measuring Service PerformancePart III: Service Improvement and InnovationChapter 11 - Improvement through Lean ServicesChapter 12 - Servitization and DeservitizationChapter 13 - Systematic Service InnovationChapter 14 - Building a Service Value NetworkChapter 15 - Using PCN Analysis Across the OrganizationPart IV: Case StudiesChapter 16 - Higher Education case studyChapter 17 - Healthcare case studyChapter 18 - Financial Services case studyChapter 19 - Computer retail case studyChapter 20 - Video Entertainment case studyPart V: Advanced TopicsChapter 21 - Conducting a Service Process AuditChapter 22 - Visualizing Concepts from Service ModelsChapter 23 - Physical Summary