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.

The Product and Service Design Management Processes

The Product and Service Design Management Processes

The product and service design management processes

Good design is good business.

Tom Watson Jr, CEO of IBM

The purpose of this chapter is to introduce you to the processes through which design can be managed effectively in an organization. Initially, design management is explained and put in context. Some design models are introduced but the content of the various stages is described in later chapters. The chapter continues with a case study in which an attempt has been made to simplify a complicated and difficult-to-use process into something that is more likely to be adopted by practitioners. The chapter ends with a description of research that was undertaken by the authors into the effectiveness of some managers in service design ...

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