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Author: Ahmad Zuhairi Abdul Majid
Publisher: Penerbit USM
ISBN: 9674616047
Category : Technology & Engineering
Languages : en
Pages : 138
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Book Description
This book is a guide for designers in industrial design, as well as in other areas such as architecture, interior design and visual communication in the area of digital media. It is also suitable for service bidders, as they also need to understand how to get the quality of care required, with the aid of a designer who will be mindful on the intangible aspects of service. As with other design areas, service design often gives priority to studying prior to the application of the concept of innovation or service enhancement. This is especially important since knowing the needs of the customers is the cornerstone of every discipline of design. It is desirable for a designer to review the needs of customers and service markets before considering the planning process. Service design is an element that has been implemented ever since a long time ago, but it is unlikely that its application can be done quickly, as there are combinations of different fields that need to contribute ideas and skills to service delivery. Service design used to be a term that does not exist, as service providers only discussed the concepts of 'to be built', 'to be created', 'to be launched' and so on when service was to be introduced. Thus, this book aims to bring back service design to the limelight, so as to not only educate designers, but also to remind service providers that it is also, and always will be, an important part of service
Author: Ahmad Zuhairi Abdul Majid
Publisher: Penerbit USM
ISBN: 9674616047
Category : Technology & Engineering
Languages : en
Pages : 138
Get Book Here
Book Description
This book is a guide for designers in industrial design, as well as in other areas such as architecture, interior design and visual communication in the area of digital media. It is also suitable for service bidders, as they also need to understand how to get the quality of care required, with the aid of a designer who will be mindful on the intangible aspects of service. As with other design areas, service design often gives priority to studying prior to the application of the concept of innovation or service enhancement. This is especially important since knowing the needs of the customers is the cornerstone of every discipline of design. It is desirable for a designer to review the needs of customers and service markets before considering the planning process. Service design is an element that has been implemented ever since a long time ago, but it is unlikely that its application can be done quickly, as there are combinations of different fields that need to contribute ideas and skills to service delivery. Service design used to be a term that does not exist, as service providers only discussed the concepts of 'to be built', 'to be created', 'to be launched' and so on when service was to be introduced. Thus, this book aims to bring back service design to the limelight, so as to not only educate designers, but also to remind service providers that it is also, and always will be, an important part of service
Author: Marc Stickdorn
Publisher: "O'Reilly Media, Inc."
ISBN: 1491927135
Category : Business & Economics
Languages : en
Pages : 1156
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Book Description
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Author: Andy Polaine
Publisher: Rosenfeld Media
ISBN: 1933820616
Category : Business & Economics
Languages : en
Pages : 218
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Book Description
Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Author: Lucy Kimbell
Publisher: BIS Publishers
ISBN: 9789063693534
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
This is an essential read for managers in forms that used to have a product focus and that are trying to shift towards designing services and experiences. By covering the early stages of the innovation process, it guides readers throught developing new knowledge, creating service concepts and prototyping experiences. It's valuable not only for service innovation and design practicioners but also visionary business leaders who understand that creating destinct customer experiences is the future of innovation.
Author: Mario A. Pfannstiel
Publisher: Springer
ISBN: 3030007499
Category : Medical
Languages : en
Pages : 535
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Book Description
This book examines the nature of service design and service thinking in healthcare and hospital management. By adopting both a service-based provider perspective and a consumer-oriented perspective, the book highlights various healthcare services, methods and tools that are desirable for customers and effective for healthcare providers. In addition, readers will learn about new research directions, as well as strategies and innovations to develop service solutions that are affordable, sustainable, and consumer-oriented. Lastly, the book discusses policy options to improve the service delivery process and customer satisfaction in the healthcare and hospital sector. The contributors cover various aspects and fields of application of service design and service thinking, including service design processes, tools and methods; service blueprints and service delivery; creation and implementation of services; interaction design and user experience; design of service touchpoints and service interfaces; service excellence and service innovation. The book will appeal to all scholars and practitioners in the hospital and healthcare sector who are interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.
Author: Anders Gustafsson
Publisher: Business Expert Press
ISBN: 1631574965
Category : Business & Economics
Languages : en
Pages : 233
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Book Description
All the world's most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and employees. The questions posed in the book are: (1) How is it growing; (2) what are these new service innovations; (3) what are the drivers; and (4) how can organizations work with service innovations in a structured way? The book views service as the value-creating activity that customers perform in their own context. The role of a company is to provide the resources and knowledge to enable value creation. Based on this view, we develop a model of service innovation and develop guidelines for what is required from the organizational perspective; how should an organization view its customers in order to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service or solution provider.
Author: Daniele Catalanotto
Publisher:
ISBN: 9780464827283
Category :
Languages : en
Pages :
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Book Description
A two hour read book that shows the different events that made it possible for Service Design to be such a great field today.
Author: Marc Stickdorn
Publisher: Bis Publishers
ISBN: 9789063692797
Category : Creative ability in business
Languages : en
Pages : 376
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Book Description
This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.
Author: Joseph Tidd
Publisher: Imperial College Press
ISBN: 9781848161306
Category : Business & Economics
Languages : en
Pages : 468
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Book Description
In the most advanced service economies, services create up to three-quarters of the wealth and 85% of employment, and yet we know relatively little about managing innovation in this sector. The critical role of services, in the broadest sense, has long been recognized, but is still not well understood. Most research and management prescriptions have been based on the experience of manufacturing and high technology sectors. There is a clear need to distinguish which, if any, of what we know about managing innovation in manufacturing is applicable to services, what must be adapted, and what is distinct and different. Such is the goal of this book. This unique collection brings together the latest academic research and management practice on innovation in services, and identifies a range of successful organizational responses to current technological opportunities and market imperatives. The contributors include leading researchers, consultants and practitioners in the field, who provide rigorous yet practical insights into managing and organizing innovation in services. Two themes help to integrate the contributions in this book: . OCo That generic good practices exist in the management and organization of innovation in services, which the authors seek to identify, but that these must be adapted to different contexts, specifically the scale and complexity of the tasks, the degree of customization of the offerings, and the uncertainty of the environment. OCo That innovation in services is much more than the application of information technology (IT). In fact, the disappointing returns to IT investments in services have resulted in a widespread debate about the causes and potential solutions OCo the so-called OC productivity paradoxOCO in services. Instead here the authors adopt a broader notion of innovation, including technological, organizational and market change. The key is to match the configuration of organization and technology to the specific market environment. Sample Chapter(s). Introduction (35 KB). Chapter 1: Managing Service Innovation: Variations of Best Practice (490 KB). Contents: Conceptual and Analytical Frameworks for Service Innovation: Services and the Knowledge-Based Economy (I Miles); Service Innovation: Aiming to Win (T Clayton); Sector and National Studies of Innovation in Services: Innovation in Healthcare Delivery (D J Bower); Product Development in Financial Services: Picking the Right Leader for Success (E Chortatsiani); Applying Innovation Management Good Practice to Services: A Composite Framework of Product Development and Delivery Effectiveness in Services (F M Hull & J Tidd); Product Development in Service Enterprises: Case Studies of Good Practice (F M Hull); and other articles. Readership: Graduate students and researchers in management programs; managers."
Author: Anna Meroni
Publisher: CRC Press
ISBN: 1317152387
Category : Business & Economics
Languages : en
Pages : 299
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Book Description
In Design for Services, Anna Meroni and Daniela Sangiorgi articulate what Design is doing and can do for services, and how this connects to existing fields of knowledge and practice. Designers previously saw their task as the conceptualisation, development and production of tangible objects. In the twenty-first century, a designer rarely 'designs something' but rather 'designs for something': in the case of this publication, for change, better experiences and better services. The authors reflect on this recent transformation in the practice, role and skills of designers, by organising their book into three main sections. The first section links Design for Services to existing models and studies on services and service innovation. Section two presents multiple service design projects to illustrate and clarify the issues, practices and theories that characterise the discipline today; using these case studies the authors propose a conceptual framework that maps and describes the role of designers in the service economy. The final section projects the discipline into the emerging paradigms of a new economy to initiate a reflection on its future development.
