Topic: 1.3.1 The Need for Process

PEOPLE, PROCESS & TECHNOLOGY Topic 1 SERVICE SYSTEM / SERVICE OPERATIONS Watch Video Audio MP3 Download Transcript Achieving Service Experiences Service experiences occur through two parts of a service. One is the “service system” and the other is...

Topic: 1.3.2 Models and Tools

MODELS AND TOOLS Topic 2 Service Design Models and Tools (User-Centricity) Each of these models and tools are intended to help service designers focus their designs on satisfying the needs of users. They are also highly visual, requiring service designers to depict...

Topic: 1.3.3 Service Quality

SETTING UP ORGANIZATIONS TO SUCCEED Topic 3 Service Quality Skilled service designers should strive to design quality services. By understanding what a quality service means, service designers can use those measures as the standard. There are two main definitions of...

Topic: 1.4.1 Service Concepts

SETTING UP ORGANIZATIONS TO SUCCEED Topic 1 The Foundation for Organizational Success Challenge New service ideas can come from a range of sources, including staff, stakeholders, and competitors, or those in the market industry. All ideas are worth evaluating to...