Service Design and Delivery

1. Understanding Services and the Customer Response
Jagdeesh S. Dhaliwal, Mairi Macintyre, Glenn Parry

2. Goods, Products and Services
Glenn Parry, Linda Newnes, Xiaoxi Huang

3. The IBM Story
Charles Loving

4. Rethinking Lean Service
John Seddon, Brendan O’Donovan, Keivan Zokaei

5. Designing Competitive Service Models
Veronica Martinez, Trevor Turner

6. Shifting from Production to Service to Experience-Based Operations
Jannis Angelis, Edson Pinheiro Lima

7. Complex Deployed Responsive Service
Glenn Parry, Marc McLening, Nigel Caldwell, Rob Thompson

8. A Multi-organisational Approach to Service Delivery
Valerie Purchase, John Mills, Glenn Parry

9. Through Life Costing
Linda Newnes, A. R. Mileham, W. M. Cheung, Y. M. Goh

10. The Practitioner View
Ian Smart, Stuart Bestwick, Neil Jarrett, Richard O’Conner, John Gurnett

11. Are You Being Served?
Mairi Macintyre, Glenn Parry, Jannis Angelis

Avainsanat: Computer Science, Management of Computing and Information Systems, Management/Business for Professionals, Operations Research/Decision Theory, Business Information Systems