Essentials of Service Design and Innovation: Developing High-Value Service Businesses with PCN Analysis, Third Edition

Scott Sampson

ISBN 10: 1494474379 / ISBN 13: 9781494474379

Edité par SES, 2014

A propos de cet article

The pages are clean and tight. Binding is good. Cover shows light wear and has book store labels on the back. 276 pages. N° de réf. du vendeur 035842wx

Détails bibliographiques

Titre : Essentials of Service Design and Innovation:...

Éditeur : SES

Date d'édition : 2014

Reliure : Soft Cover

Etat : Good

Edition : 3ème Édition

A propos de ce titre

Synopsis :

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.

À propos de l?auteur:

Dr. Scott Sampson is the James M. Passey Professor of Business Management at Brigham Young University (Provo, Utah, U.S.) where he teaches Service Management, Customer Relationship Management, and Supply Chain Management in BYU’s top-tier MBA and undergraduate business programs. Dr. Sampson is a widely regarded expert in the field of service management, and has extensively lectured and consulted on topics relating to service design and innovation. His clients include Fortune 500 companies as well as major universities in the U.S., Europe, and Asia. He is the author of “Understanding Service Businesses” and “Essentials of Service Design and Innovation,” which introduces a new and powerful tool called PCN Analysis. The service design book comes from 20 years of award-winning research in the field. In addition, he has been recognized as the third most prolific publisher of top-tier articles on Service Operations Management, having published articles in Management Science, Operations Research, the Journal of Operations Management, and other leading academic journals.