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Service Design Process & Tools (PowerPoint PPT)
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HIGHLIGHTS
BENEFITS OF DOCUMENT
- Provide of Characteristics of Services
- Provide of Service Design Process & Tools
- Provide of Waiting Line Analysis for Service Improvement
DOCUMENT DESCRIPTION
This product (Service Design Process & Tools) is a 40-slide PowerPoint presentation (PPT), which you can download immediately upon purchase.
Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers.
With this in mind, service design can be applied to both new services and existing ones. Possibilities and opportunities for best-case-scenario service provision are analyzed and stakeholder expectations assessed. According to the Institute of User Experience Design, considerations of personas, the customer journey and touchpoints help feed into the ideal service provision outcome ? for customers and service providers alike.
This distinction between customers and service providers draws our attention to an important concept in service design: the differentiation between "frontstage" and "backstage". As the terms suggest, the key factor here is whether the customer sees a service component or not. However, it is important to bear in mind that backstage activities have a knock-on effect, meaning they can shape how a customer perceives a service frontstage. For example, let's say you're in a restaurant, what happens in the kitchen will dictate what appears on your table.
With an appreciation for this interplay, service design hones in on the back end experience to pre-empt and address any organizational weaknesses, all the while keeping in mind the three main components of service design:
People: Anyone who creates or uses the service or may be indirectly affected by it.
Props: Physical or digital artifacts required to perform the service.
Processes: Service-relevant workflows, procedures or rituals performed by employees or users.
Service design seeks to optimize internal processes by harmonizing business models and service provision approaches, fostering company-wide dialogue and collaboration, eliminating redundancies and encouraging sound service-relevant knowledge management.
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Source: Best Practices in Service Design PowerPoint Slides: Service Design Process & Tools PowerPoint (PPT) Presentation, UJ Consulting
ABOUT THE AUTHOR: UJ CONSULTING
UJ Consulting
Untung Juanto ST., MM. Founder of UJ Consulting. He is professionally experienced business and management consultant in several local and multinational companies.
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UJ Consulting has published 168 additional documents on Flevy.
DETAILS
This business document is categorized under the function(s): Operations Strategy, Marketing, & Sales
It applies to All Industries
File Type: PowerPoint 
(ppt)
File Size: 2.2 MB
Number of Slides: 40 (includes cover, transition, & marketing slides)
Related Topic(s): Service Design
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Initial upload date (first version): Dec 5, 2021
Most recent version published: Mar 17, 2022
