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.

Creativity and Innovation

Creativity and innovation

The reasonable man adapts himself to the space; the unreasonable one persists in trying to adapt the space to himself. Therefore, all progress depends on the unreasonable man.

George Bernard Shaw

New concept generation will be covered in this chapter. In the development of new services it is necessary to be creative. Here will be shown that it is possible to learn how to be creative. Various techniques will be described, including the very latest thinking on creativity. More time needs to be spent in seeking new concepts than most people realize.

Learning Outcomes

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

  • Know when to improve existing or innovate new services.
  • Know how to identify new concepts.
  • Identify the ‘best’ concepts.
  • Compile Concept Assessment matrices.

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