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.

Learning from Product and Service Failures

Learning from Product and Service Failures

Learning from product and service failures

Mistakes are part of the dues one pays for a full life.

Sophia Loren

To achieve success, early identification of potential failure is a natural part of the process. Elimination of failures early on can be considered a success, as this saves resources that would otherwise be wasted and allows the company to ‘live to fight another day’.

Learning Outcomes

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

  • Identify services that are more likely to fail.
  • Thus, avoid the most obvious causes of failure, or eliminate potential failures, during the design process.
  • Know the best measure of service success.

We cannot identify failure without first defining success. The best measure of success is financial – did the product make ...

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