About This Chapter
Service Design - Chapter Summary and Learning Objectives
The Service Design chapter discusses the challenges that are faced by managers as well as the service design process. Watching the video lessons in this chapter could help you learn more about:
- Specific service design tools
- The meaning of waiting line analysis
- Different kinds of service
|Service Economy: Definition and Characteristics||Define and explain service economy.|
|Types of Service: Package, Customization and Customer Contact||Explain the characteristics of different kinds of service.|
|Elements of the Service Design Process||Describe the process of service design.|
|Tools for Service Design: Blueprinting and Servicescapes||Explain front- and back-office activities as well as service blueprinting.|
|Waiting Line Analysis and Quality Improvement||Learn about the traditional cost relationship and the multiple-phase waiting line system.|
1. Service Economy: Definition & Characteristics
The service economy of the United States has become ever more important for economic growth and prosperity. In this lesson, you'll learn what the service economy is and some of its key characteristics. A short quiz follows.
2. Types of Service: Package, Customization & Customer Contact
Watch this video lesson to learn about some different types of service you can provide your customers. Learn about creating a service package along with offering customizations. Also, learn about the challenges of managing these services.
3. Elements of the Service Design Process
Learn how service companies design their services to meet the needs of their customers. In this video lesson, you will see how service companies implement a service and then refine it along the way to make it better.
4. Tools for Service Design: Blueprinting & Servicescapes
Blueprinting and servicescapes used in service design can help in understanding the delivery of services to customers. In this lesson, you'll learn more about these two valuable tools for delivery excellent service.
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Other chapters within the Business 112: Operations Management course
- Introduction to Operations & Supply Chain Management
- Quality in Operations & Supply Chain Management
- Six Sigma & Operations
- Monitoring & Controlling Quality
- Project Management
- Product Design
- Operations Processes & Technology
- Capacity & Facilities Design
- Facility Location Models
- Supply Chain Strategy & Design
- Global Supply Chain Procurement & Distribution
- Inventory Management
- Lean Systems
- Forecasting in Operations Management
- Sales & Operations Planning
- Resource Planning in Operations Management
- Scheduling in Operations Management