Essentials of Service Design and Innovation ― Developing High-value Service Businesses With Pcn Analysis

This is the new and expanded FOURTH edition. It will change the way you think about and approach service design and innovation.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.More information about the book at http://services.byu.eduTable of Contents:PART I: SERVICE ANALYSIS BASICSChapter 1 – The Importance of Service DesignChapter 2 – Understanding ServicesChapter 3 – Creating PCN DiagramsChapter 4 – Identifying the Value PropositionChapter 5 – Strategic Process PositioningChapter 6 – Conducting a Service Process AuditPART II: SERVICE DESIGN AND MANAGEMENTChapter 7 – Managing Across the RegionsChapter 8 – Customization and CRM SystemsChapter 9 – Process Control and Job DesignChapter 10 – Managing the Customer RolesChapter 11 – Assuring Interactive QualityChapter 12 – Performance Measurement and Customer FeedbackPART III: SERVICE IMPROVEMENT AND INNOVATIONChapter 13 – Improvement through Lean ServicesChapter 14 – Servitization and DeservitizationChapter 15 – Systematic Service InnovationChapter 16 – Building a Service Value NetworkChapter 17 – Using PCN Analysis Across the OrganizationPART IV: CASE STUDIESChapter 18 – Higher Education case studyChapter 19 – Healthcare case studyChapter 20 – Financial Services case studyChapter 21 – Computer retail case studyChapter 22 – Video Entertainment case studyPART V: ADVANCED TOPICSChapter 23 – Visualizing Concepts from Service ModelsChapter 24 – Physical Summary