Service Design and Delivery

• Corporate Author: SpringerLink (Online service)
• Other Authors: Macintyre, Mairi (Editor), Parry, Glenn (Editor), Angelis, Jannis (Editor)
• Format: Electronic eBook
• Language: English
• Published: Boston, MA : Springer US, 2011.
• Series: Service Science: Research and Innovations in the Service Economy,
• Subjects: Computer science.; Management.; Operations research.; Decision making.; Information technology.; Business > Data processing.; Management information systems.; Computer Science.; Management of Computing and Information Systems.; Operation Research/Decision Theory.; IT in Business.

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explor...

Table of Contents:

• Understanding Services and the Customer Response
• Goods, Products and Services
• The IBM Story
• Rethinking Lean Service
• Transformations Path of the ICI Explosive Business
• Shifting from Production to Service to Experience-based Operations
• Complex Deployed Responsive Service
• A Multi-organisational Approach to Service Delivery
• Through Life Costing
• The Practitioner View
• Are You Being Served?