Author : Rohit Ramaswamy
Publisher : Prentice Hall
Page : 480 pages
File Size : 47,35 MB
Release : 1996
Category : Business & Economics
ISBN :
PLEASE PROVIDE COURSE INFORMATION PLEASE PROVIDE
Author : Hajo Reijers
Publisher : Springer Science & Business Media
Page : 329 pages
File Size : 14,17 MB
Release : 2003-04-07
Category : Business & Economics
ISBN : 3540011862
The motivation behind the conception of this monograph was to advance scientific knowledge about the design and control of workflow processes. A workflow pr- ess (or workflow for short) is a specific type of business process, a way of or- nizing work and resources. Workflows are commonly found within large admin- trative organizations such as banks, insurance companies, and governmental agencies. Carrying out the tasks of a workflow in a particular order is required to handle one type of case. Examples of cases are mortgage applications, customer complaints, and claims for unemployment benefits. A workflow used in handling mortgage applications may contain tasks for recording the application, specifying a mortgage proposal, and approving the final policy. The monograph concentrates on four workflow-related issues within the area of Business Process Management; the field of designing and controlling business processes. The first issue is how workflows can be adequately modeled. Workflow mod- ing is an indispensable activity to support any reasoning about workflows. Diff- ent purposes of workflow modeling can be distinguished, such as system ena- ment by Workflow Management Systems, knowledge management, costing, and budgeting. The focus of workflow modeling in this monograph is (a) to support simulation and analysis of workflows and (b) to specify a new workflow design. The main formalism used for the modeling of workflows is the Petri net. Many - isting notions to define several relevant properties have been adopted, such as the workflow net and the soundness notion.
Author : Donna Knapp
Publisher : J. Ross Publishing
Page : 257 pages
File Size : 50,9 MB
Release : 2010-08-15
Category : Business & Economics
ISBN : 1604270497
The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
Author : Mairi Macintyre
Publisher : Springer Science & Business Media
Page : 188 pages
File Size : 15,21 MB
Release : 2011-04-02
Category : Business & Economics
ISBN : 144198321X
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 explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Author : Jörg Becker
Publisher : Springer Science & Business Media
Page : 347 pages
File Size : 45,3 MB
Release : 2013-06-05
Category : Business & Economics
ISBN : 354024798X
Process Management is a compendium for modern design of process-oriented companies. A hands-on approach introducing, realizing and continually administering process management is presented with a thoroughly critical reflection of the necessary activities regarding the state of the art of organization theory and information management. This is done by following individual stages of a process model which has already successfully proved in practice. The progress of the project is described by a continuous case study which is the process management project of a modern service company. The included recommendations are summarized in a series of checklists for each stage of the project.
Author : Nicola Morelli
Publisher : Springer Nature
Page : 89 pages
File Size : 29,32 MB
Release : 2020-08-27
Category : Business & Economics
ISBN : 3030562824
This open access book discusses service design capabilities in innovation processes, and provides a framework that guides design students, practitioners and researchers towards a better understanding of operational aspects of service design processes. More specifically, it revisits service designers’ capabilities in light of the new roles that have opened up in innovation processes on different scales. After years of being inadequately defined, the professional profile of service designers is now taking shape. Today private and public institutions recognize service designers as essential contributors to their innovation and development processes. What are the capabilities that characterize a service designer? These essential capabilities are what service designers should acquire in their education and can sell when looking for a job.
Author : Marc Stickdorn
Publisher : "O'Reilly Media, Inc."
Page : 1156 pages
File Size : 35,20 MB
Release : 2018-01-02
Category : Business & Economics
ISBN : 1491927135
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 : Scott E. Sampson
Publisher :
Page : 240 pages
File Size : 44,24 MB
Release : 2012
Category : Customer services
ISBN : 9781481871655
THIS IS THE OLD 2nd EDITION. YOU SHOULD INSTEAD ORDER THE NEW EDITION. 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 strategic repositioning of process elements. This book shows how firms can optimally design service operations to achieve value objectives. Firms that use this tool will be able to deliver exceptional service at lower costs than competing firms.
Author : Kate McCormick
Publisher : Routledge
Page : 289 pages
File Size : 35,48 MB
Release : 2016-04-22
Category : Business & Economics
ISBN : 1317081404
A quality product or service is the successful and profitable outcome of organising resources, as judged by the final customer. Every business unit needs processes in order to do this effectively; and all processes must be documented so that achievements can be measured and future improvements planned and implemented. Pharmaceutical Process Design and Management takes a step-wise approach to process management. It presents the various elements comprising a process (man, machine, materials, method and environment); it looks at quality control and quality assurance, tools for quality improvements and ways of structuring a process into discrete, fully accountable elements; it proposes that for processes to run successfully, all operators must be the initial problem-solvers; finally, it illustrates how, with the right tools, every problem can be broken down into solvable elements. Learn how to deploy a science and risk-based approach to pharmaceutical manufacturing, by taking a fundamental approach to process design and management and, as a consequence, keep your customers satisfied and your profits healthy.
Author : Mario A. Pfannstiel
Publisher : Springer
Page : 535 pages
File Size : 49,98 MB
Release : 2018-12-28
Category : Medical
ISBN : 3030007499
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.
