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Designing Service Processes to Unlock Value

2012-11-05 Business & Economics
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Release : 2012-11-05
Genre : Business & Economics
Kind : eBook
Book Rating : 051/5 ( reviews)

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Book Synopsis Designing Service Processes to Unlock Value by : Joy M. Field

Download or read book Designing Service Processes to Unlock Value written by Joy M. Field. This book was released on 2012-11-05. Available in PDF, EPUB and Kindle. Book excerpt: The service process design landscape is changing, with a much broader range of design options now available. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process not only through self-service but also by providing information to the service provider to create a more personalized service experience. This book explores how service processes can be designed to leverage opportunities for service providers and customers to cocreate value. Inside, you will learn about frameworks for value cocreation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing involvement of customers in performing service tasks, service process outcomes are increasingly dependent on the capabilities of both service providers and customers. You will learn about real approaches to unlocking these capabilities to further boost value cocreation.

Designing Service Processes to Unlock Value, Third Edition

2020-12-16 Business & Economics
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Release : 2020-12-16
Genre : Business & Economics
Kind : eBook
Book Rating : 277/5 ( reviews)

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Book Synopsis Designing Service Processes to Unlock Value, Third Edition by : Joy M. Field

Download or read book Designing Service Processes to Unlock Value, Third Edition written by Joy M. Field. This book was released on 2020-12-16. Available in PDF, EPUB and Kindle. Book excerpt: Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co-creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities—that is, capabilities—of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities–and further boost value co-creation.

Designing Service Processes to Unlock Value, Second Edition

2016-10-14 Business & Economics
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Release : 2016-10-14
Genre : Business & Economics
Kind : eBook
Book Rating : 969/5 ( reviews)

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Book Synopsis Designing Service Processes to Unlock Value, Second Edition by : Joy M. Field

Download or read book Designing Service Processes to Unlock Value, Second Edition written by Joy M. Field. This book was released on 2016-10-14. Available in PDF, EPUB and Kindle. Book excerpt: The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also through providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value Co-Creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. The book concludes with approaches to unlock these capabilities-and further boost value Co-Creation. This second edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important-and sometimes surprising-impacts on the nature of the benefit and cost tradeoffs and synergies that determine value Co-Creation.

Service in the AI Era

2022-08-26 Business & Economics
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Release : 2022-08-26
Genre : Business & Economics
Kind : eBook
Book Rating : 047/5 ( reviews)

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Book Synopsis Service in the AI Era by : Jim Spohrer

Download or read book Service in the AI Era written by Jim Spohrer. This book was released on 2022-08-26. Available in PDF, EPUB and Kindle. Book excerpt: Are you prepared for the coming AI era? AI advances will profoundly change your daily service interactions, so this book provides readers with a necessary understanding of service, the application of resources (e.g., knowledge) for the benefit of another. In just minutes, you can learn about today’s use of early-stage AI for automation and augmentation, and essential elements of service science, service-dominant (S-D) logic, and Service Dominant Architecture (SDA). Ultimately improved service for all is possible with human-level AI and digital twins – but requires investing wisely in better models: Better models of the world both complex natural and social systems (science), better mental-models in people to improve interactions (logic), better cultural and structural models of organizations to improve change (architecture), and better trusted and responsible AI models. The service innovation community studies and builds better models to improve interactions and change in business and society. The book challenges all responsible actors – individuals, businesses, universities, and governments – to invest systematically and wisely to upskill with AI (the X+AI vision). The service innovation community is a growing transdiscipline harnessing all disciplines to become better T-shaped professionals. Extensive end notes, bibliography, and index are provided.

Adoption and Adaption in Digital Business

2021-04-06 Business & Economics
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Release : 2021-04-06
Genre : Business & Economics
Kind : eBook
Book Rating : 250/5 ( reviews)

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Book Synopsis Adoption and Adaption in Digital Business by : Keith Sherringham

Download or read book Adoption and Adaption in Digital Business written by Keith Sherringham. This book was released on 2021-04-06. Available in PDF, EPUB and Kindle. Book excerpt: Whether it is the turnaround of a sports team to win a championship, bettering a community, remediation of business, or adoption and adaption to digital business, it is having us do things differently which brings sustainable change. This was seen throughout 2020 during the COVID-19 global pandemic. People from around the world stood up and helped each other, shared their time, goods, skills, and expertise which collectively crafted and shaped our response to COVID. Our environment was changed, capacities and capabilities implemented, behaviors emerged, and outcomes were managed. Interests and values were aligned and as empowered individuals having ownership with pride in who we are and what we do, we adopted and adapted. Knowing the issue, the importance to us, what we needed to do, and where to get help, enabled us to better ourselves and those around us. For the decisions made, we empowered and supported with variations to circumstances as required of us. This book provides the hands-on of “fixing the pipes and helping people” to capacity and capability build for the crafting and shaping of the emergent behaviors needed through our aligned interest and values with the empowered emotional ownership: “I do good work, change is coming, help me with the change, and I can do more.”

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