Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Readers are introduced to the main differences between managing services to managing products and given a concise induction into the core principles of operations management. The text then maps out each consecutive stage in the life of a service, from the initial business proposal for a new service, through market research practices, to the development and implementation of a service and concludes with the termination and disposal of a service.

Thinking about and Managing for ‘the Future’

Thinking about and managing for ‘the future’

When you think about today, how much is visible to us? Almost nothing. In the world of nanotech, biotech, pharmaceuticals – all those areas where we can't see the technology – no wonder we are scared.

Chris Luebkeman, Director of Global Foresight and Innovation, Ove Arup Foresight, Innovation and Incubation (2004)

And the future is going to be even more scary!

Learning Outcomes

When you have completed this chapter you should be able to:

  • Understand the importance of planning products beyond those currently being developed or sold.
  • Know some techniques that enable an organization to plan into the future.

In this chapter we look at service design management for the future. Most managers do not know what they will ...

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