Service Design Capabilities

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Service Design Capabilities

Nicola Morelli,Amalia de Götzen,Luca Simeone
Service Design Capabilities Book PDF

Author : Nicola Morelli,Amalia de Götzen,Luca Simeone
Publisher : Springer Nature
Page : 89 pages
File Size : 48,7 Mb
Release : 2020-08-27
Category : Business & Economics
ISBN : 9783030562823

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Service Design Capabilities by Nicola Morelli,Amalia de Götzen,Luca Simeone Pdf

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.

Service Design for Business

Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Service Design for Business Book PDF

Author : Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Publisher : John Wiley & Sons
Page : 214 pages
File Size : 45,6 Mb
Release : 2015-12-14
Category : Business & Economics
ISBN : 9781118988923

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Service Design for Business by Ben Reason,Lavrans Løvlie,Melvin Brand Flu Pdf

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

Designing Service Processes to Unlock Value

Joy M. Field
Designing Service Processes to Unlock Value Book PDF

Author : Joy M. Field
Publisher : Business Expert Press
Page : 144 pages
File Size : 46,5 Mb
Release : 2012-11-05
Category : Business & Economics
ISBN : 9781606493052

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Designing Service Processes to Unlock Value by Joy M. Field Pdf

The service process design landscape is changing, with a much broader range of design options now available. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process not only through self-service but also by providing information to the service provider to create a more personalized service experience. This book explores how service processes can be designed to leverage opportunities for service providers and customers to cocreate value. Inside, you will learn about frameworks for value cocreation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing involvement of customers in performing service tasks, service process outcomes are increasingly dependent on the capabilities of both service providers and customers. You will learn about real approaches to unlocking these capabilities to further boost value cocreation.

An Introduction to Service Design

Lara Penin
An Introduction to Service Design Book PDF

Author : Lara Penin
Publisher : Bloomsbury Publishing
Page : 192 pages
File Size : 55,5 Mb
Release : 2018-05-17
Category : Design
ISBN : 9781350031913

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An Introduction to Service Design by Lara Penin Pdf

A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of design and the disciplines that feed and result from it. Despite its intrinsic multidisciplinarity, service design is a new specialization of design in its own right. Responding to the challenges of and providing holisitic, creative and innovative solutions to increasingly complex contemporary societies, service design now represents an integrative and advanced culture of design. All over the world new design studios are defining their practice as service design while long established design and innovation consultancies are increasingly embracing service design as a key capacity within their offering. Divided into two parts to allow for specific reader requirements, Service Design starts by focusing on main service design concepts and critical aspects. Part II offers a methodological overview and practical tools for the service design learner, and highlights fundamental capacities the service design student must master. Combined with a number of interviews and case studies from leading service designers, this is a comprehensive, informative exploration of this exciting new area of design.

Service design

Great Britain. Office of Government Commerce
Service design Book PDF

Author : Great Britain. Office of Government Commerce
Publisher : The Stationery Office
Page : 386 pages
File Size : 54,6 Mb
Release : 2007-05-30
Category : Business & Economics
ISBN : 9780113310470

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Service design by Great Britain. Office of Government Commerce Pdf

The Service Design phase of the ITIL Service Lifecycle uses business requirements to create services and their supporting practices. This volume covers design principles for applications, infrastructure, processes and resources, as well as sourcing models. Service managers will also find guidance on the engineering of sound requirements, supplier management and design considerations for outsourcing.

This Is Service Design Doing

Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
This Is Service Design Doing Book PDF

Author : Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider
Publisher : "O'Reilly Media, Inc."
Page : 1341 pages
File Size : 55,5 Mb
Release : 2018-01-02
Category : Business & Economics
ISBN : 9781491927137

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This Is Service Design Doing by Marc Stickdorn,Markus Edgar Hormess,Adam Lawrence,Jakob Schneider Pdf

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.

Designing Delivery

Jeff Sussna
Designing Delivery Book PDF

Author : Jeff Sussna
Publisher : "O'Reilly Media, Inc."
Page : 232 pages
File Size : 45,8 Mb
Release : 2015-06-03
Category : Computers
ISBN : 9781491903773

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Designing Delivery by Jeff Sussna Pdf

Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers. To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers. Take a unique customer-centered approach to the entire service delivery lifecycle Apply this perspective across development, operations, QA, design, project management, and marketing Implement a specific quality assurance methodology that unifies those disciplines Use the methodology to achieve true resilience, not just stability

Org Design for Design Orgs

Peter Merholz,Kristin Skinner
Org Design for Design Orgs Book PDF

Author : Peter Merholz,Kristin Skinner
Publisher : "O'Reilly Media, Inc."
Page : 198 pages
File Size : 47,7 Mb
Release : 2016-08-22
Category : Computers
ISBN : 9781491938355

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Org Design for Design Orgs by Peter Merholz,Kristin Skinner Pdf

Design has become the key link between users and today’s complex and rapidly evolving digital experiences, and designers are starting to be included in strategic conversations about the products and services that enterprises ultimately deliver. This has led to companies building in-house digital/experience design teams at unprecedented rates, but many of them don’t understand how to get the most out of their investment. This practical guide provides guidelines for creating and leading design teams within your organization, and explores ways to use design as part of broader strategic planning. You’ll discover: Why design’s role has evolved in the digital age How to infuse design into every product and service experience The 12 qualities of effective design organizations How to structure your design team through a Centralized Partnership Design team roles and evolution The process of recruiting and hiring designers How to manage your design team and promote professional growth

Building Design Capability in the Public Sector

Lisa Malmberg
Building Design Capability in the Public Sector Book PDF

Author : Lisa Malmberg
Publisher : Linköping University Electronic Press
Page : 250 pages
File Size : 42,6 Mb
Release : 2017-02-14
Category : Electronic
ISBN : 9789176855850

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Building Design Capability in the Public Sector by Lisa Malmberg Pdf

Public sector organizations are in need of new approaches to development and innovation. There is a need to develop a capability to better understand priorities, needs and wishes of public sector service users and become more proactive, in order to meet the demands on keeping costs down and quality high. Design is increasingly put forward as a potential answer to this need and there are many initiatives taken across the world to encourage the use of a design approach to development and innovation within public sector. In relation to this trend there is a need to improve the understanding of how public sector organizations develop ability to exploit design; how they develop design capability. This is the focus of this thesis, which through an exploratory study has observed the two initiatives aiming to introduce design and develop design capability within healthcare and social service organizations. One main contribution of this work is an understanding of the design capability concept based on a structured review of the use of the design capability concept in the literature. The concept has previously been used in relation to different aspects of designs in organizations. Another important contribution is the development of an understanding for how design capability is developed based on interpretations founded in the organizational learning perspective of absorptive capacity. The study has identified how different antecedents to development of design capability have influenced this development in the two cases. The findings have identified aspects that both support and impede the development of design capability which are important to acknowledge and address when aiming to develop design capability within a public sector organization. In both cases, the set up of the knowledge transferring efforts focus mainly on developing awareness of design. Similar patterns are seen in other prior and parallel initiatives. The findings however suggest that it is also important to ensure that the organization have access to design competence and that structures like routines, processes and culture support and enable the use of design practice, in order to make design a natural part of the continuous development work.

Designing with Society

Scott Boylston
Designing with Society Book PDF

Author : Scott Boylston
Publisher : Routledge
Page : 379 pages
File Size : 47,7 Mb
Release : 2019-05-28
Category : Architecture
ISBN : 9781351372060

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Designing with Society by Scott Boylston Pdf

This book explores an emerging design culture that rigorously applies systems thinking to the practice of design as a form of facilitating change on an increasingly crowded planet. Designers conversant in topics such as living systems, cultural competence, social justice, and power asymmetries can contribute their creative skills to the world of social innovation to help address the complex social challenges of the 21st century. By establishing a foundation built on the capabilities approach to human development, designers have an opportunity to transcend previous disciplinary constraints, and redefine our understanding of design agency. With an emphasis on developing an adaptability to dynamic situations, the cultivation of diversity, and an insistence on human dignity, this book weaves together theories and practices from diverse fields of thought and action to provide designers with a concrete yet flexible set of actionable design principles. And, with the aim of equipping designers with the ability to drive long-term, sustainable change, it proposes a new set of design competences that emphasize a deeper mindfulness of our interdependence; with each other, and with our life-giving natural systems. It’s a call to action to use design and design thinking as a tool to transform our collective worldviews toward an appreciation for what we all hold in common; a hope and a belief that our future is a place where all of humankind will flourish.

Successful Service Design for Telecommunications

Sauming Pang
Successful Service Design for Telecommunications Book PDF

Author : Sauming Pang
Publisher : John Wiley & Sons
Page : 360 pages
File Size : 50,9 Mb
Release : 2009-01-21
Category : Technology & Engineering
ISBN : 0470740825

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Successful Service Design for Telecommunications by Sauming Pang Pdf

Comprehensive reference to successful service design for the telecommunications industry Telecommunications companies operate in increasingly competitive environments. The companies that survive and excel are those offering the most compelling range of products and services. These services are complex since they touch all aspects of business. Service design and implementation skills are therefore the key for staying on top of the competition. Successful Service Design for Telecommunications provides a comprehensive guide into service design and implementation. The author provides a consistent approach to designing scalable and operable processes that can be used when designing a variety of technologically based services; offering concepts, principles and numerous examples that the readers can easily adapt to their technological environment. Key features: Defines what telecommunications services are from business, technical and operational perspectives Explains how telecommunications services can be implemented, including implementation strategies for both new service introductions and enhancements to existing services The principles and management processes described can be used on all telecommunications services (fixed, mobile, broadband and wireless) and technology (e.g. IT and Internet) based services Includes references to the current best practices and industry standards and complements the eTom and the OSS/ BSS models proposed by the TeleManagement Forum Features numerous real-life scenarios and examples to support the discussion on the key concepts of service design This book will be of interest to managers, service designers, project managers, IT professionals, operation managers and senior executives who work in the telecommunications sector. University students studying telecommunications, IT and service science courses will also find this text insightful.

Design and Management of Service Processes

Rohit Ramaswamy
Design and Management of Service Processes Book PDF

Author : Rohit Ramaswamy
Publisher : Prentice Hall
Page : 480 pages
File Size : 47,7 Mb
Release : 1996
Category : Business & Economics
ISBN : UOM:39015037483446

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Design and Management of Service Processes by Rohit Ramaswamy Pdf

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This is Service Design Thinking

Marc Stickdorn,Jakob Schneider
This is Service Design Thinking Book PDF

Author : Marc Stickdorn,Jakob Schneider
Publisher : Bis Publishers
Page : 376 pages
File Size : 52,8 Mb
Release : 2012
Category : Creative ability in business
ISBN : 906369279X

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This is Service Design Thinking by Marc Stickdorn,Jakob Schneider Pdf

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.

An Introduction to Service Design

Lara Penin
An Introduction to Service Design Book PDF

Author : Lara Penin
Publisher : Bloomsbury Publishing
Page : 192 pages
File Size : 49,8 Mb
Release : 2018-05-17
Category : Design
ISBN : 9781472572592

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An Introduction to Service Design by Lara Penin Pdf

A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of design and the disciplines that feed and result from it. Despite its intrinsic multidisciplinarity, service design is a new specialization of design in its own right. Responding to the challenges of and providing holisitic, creative and innovative solutions to increasingly complex contemporary societies, service design now represents an integrative and advanced culture of design. All over the world new design studios are defining their practice as service design while long established design and innovation consultancies are increasingly embracing service design as a key capacity within their offering. Divided into two parts to allow for specific reader requirements, Service Design starts by focusing on main service design concepts and critical aspects. Part II offers a methodological overview and practical tools for the service design learner, and highlights fundamental capacities the service design student must master. Combined with a number of interviews and case studies from leading service designers, this is a comprehensive, informative exploration of this exciting new area of design.

Models, Methods and Tools for Product Service Design

Laura Cattaneo,Sergio Terzi
Models Methods and Tools for Product Service Design Book PDF

Author : Laura Cattaneo,Sergio Terzi
Publisher : Springer
Page : 143 pages
File Size : 42,5 Mb
Release : 2018-08-30
Category : Technology & Engineering
ISBN : 9783319958491

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Models, Methods and Tools for Product Service Design by Laura Cattaneo,Sergio Terzi Pdf

This open access book summarizes research being pursued within the Manutelligence project, the goal of which is to help enterprises develop smart, social and flexible products with high value added services. Manutelligence has improved Product and Service Design by developing suitable models and methods, and connecting them through a modular, collaborative and secure ICT Platform. The use of real data collected in real time by Internet of Things (IoT) technologies underpins the design of product-service systems and makes it possible to monitor them throughout their life cycle. Available data allows costs and sustainability issues to be more accurately measured and simulated in the form of Life Cycle Cost (LCC) and Life Cycle Assessment (LCA). Analysing data from IoT systems and sharing LCC and LCA information via the ICT Platform can help to accelerate the design of product-service systems, reduce costs and better understand customer needs. Industrial partners involved in Manutelligence provide a clear overview of the project’s outcomes, and demonstrate how its technological solutions can be used to improve the design of product-service systems and the management of product-service life cycles.