What are you reading these days related to service science, service systems, and service innovations?
1. Service Process Design for Value Co-Creation
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being enabled, to a large extent, by technology-driven service innovations, and tasks previously performed by the service provider may now be performed by either the customer or service provider. As a result, customers are taking a more active role in the service delivery process, not only through self-service but by providing information to the service provider to create a more personalized service experience.
2. Lean Sigma Methods and Tools for Service Organizations: The Story of a Cruise Line Transformation
Jaideep Motwani, Rob Ptacek, and Richard Fleming
Both Six Sigma and Lean are widely recognized and implemented; and both have been successful in creating value within a variety of organizations, mostly in manufacturing concerns. Lean Sigma Methods and Tools for Service Organizations proposes to integrate the best practices from each of these philosophies and apply them to an organization whose overriding mission is to deliver superior service to its customers.
For more information: