Design and Management Service Processes: Keeping Customers for Life

Author by : Rohit Ramaswamy
Languange Used : en
Release Date : 1996
Publisher by : Prentice Hall

ISBN :

Description : PLEASE PROVIDE COURSE INFORMATION PLEASE PROVIDE...

Author by : Janine Frauendorf
Languange Used : en
Release Date : 2007-12-08
Publisher by : Springer Science & Business Media

ISBN :

Description : Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her focus is on the service blueprint: Originally a tool for the design and optimization of the service operator’s internal process, it is now extended taking into account the customer process aspect. She presents significant implications for services research and helpful suggestions for business practice....

Author by : Irene Ng
Languange Used : en
Release Date : 2011-07-02
Publisher by : Springer Science & Business Media

ISBN :

Description : For manufacturers of complex engineering equipment, the focus on service and achieving outcomes for customers is the key to growth. Yet, the capability to provide service for complex engineered products is less understood. Taking a trans-disciplinary approach, Complex Engineering Service Systems covers various aspects of service in complex engineering systems, with perspectives from engineering, management, design, operations research, strategy, marketing and operations management that are relevant to different disciplines, organisation functions, and geographic locations. The focus is on the many facets of complex engineering service systems around a core integrative framework of three value transformations – that of material/equipment, information and people. Complex Engineering Service Systems is the outcome of the EPSRC/BAE Systems S4T (Service Support Solutions: Strategy and Transition) research programme of 10 universities and 27 researchers, which examined how high-value manufacturers of complex engineering products adapt to a multi-partnered environment to design and deliver value in a service system. Complex Engineering Service Systems aims to be the main source of knowledge for academics and professionals in the research and practice of contracting, managing, designing, leading, and delivering complex engineering service systems. The book takes a value-based approach to integrating equipment and human factors into a total service provision. In doing so, it aims to advance the field of service systems and engineering....

Author by : Michael Hewing
Languange Used : en
Release Date : 2013-10-01
Publisher by : Springer Science & Business Media

ISBN :

Description : Though customer orientation is recommended in Business Process Management, current modeling methods still have a strong focus on the company’s processes. To ensure a long-lasting requirement of a firm’s service, one should consider the customer activities in order to offer an added value that effectively addresses his or her needs. Thus, the customers’ perspective and their process chains before, during and after the interaction need to be captured in Business Process Management. Michael Hewing takes a design-oriented research approach to show how the integration of well-grounded marketing methods enables the visualization and analysis of the customer’s point of view in Business Process Management. By enhancing this method, information on usage processes as well as on the value-in-use can be provided for a comprehensive and process-based customer management....

Author by : Hemant Jain
Languange Used : en
Release Date : 2011-04-27
Publisher by : Springer

ISBN :

Description : This book constitutes the refereed proceedings of the 6th International Conference on Service-Oriented Perspectives in Design Science Research, DERIST 2011, held in Milwaukee, WI, USA, in May 2011. The 29 revised full papers presented together with 5 revised short papers were carefully reviewed and selected from 50 submissions. The papers are organized in topical sections on design theory, design science research strategies, design methods and techniques, design evaluation, design guidelines, service-oriented perspectives in design science, process design, neuroscience in design research, and designing for social media....

Author by : Connie Mok
Languange Used : en
Release Date : 2013-01-11
Publisher by : Routledge

ISBN :

Description : Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference....

Author by : Dimitris Kiritsis
Languange Used : en
Release Date : 2011-02-03
Publisher by : Springer Science & Business Media

ISBN :

Description : Engineering Asset Management discusses state-of-the-art trends and developments in the emerging field of engineering asset management as presented at the Fourth World Congress on Engineering Asset Management (WCEAM). It is an excellent reference for practitioners, researchers and students in the multidisciplinary field of asset management, covering such topics as asset condition monitoring and intelligent maintenance; asset data warehousing, data mining and fusion; asset performance and level-of-service models; design and life-cycle integrity of physical assets; deterioration and preservation models for assets; education and training in asset management; engineering standards in asset management; fault diagnosis and prognostics; financial analysis methods for physical assets; human dimensions in integrated asset management; information quality management; information systems and knowledge management; intelligent sensors and devices; maintenance strategies in asset management; optimisation decisions in asset management; risk management in asset management; strategic asset management; and sustainability in asset management....