deals with the design of services.
Services offer the greatest growth potential today. The founding of new companies and the increase in sales of many companies can be attributed largely to services.
Service design is a holistic approach that is used to design the interfaces of the various systems involved in a service across departmental boundaries. This includes the design of communication between the people involved as well as the required resources and processes.
Using specific service design methods, the interfaces of interaction between service provider and service recipient are identified, evaluated and converted into a service product.
The service design process typically consists of three phases:
1. Situation analysis:
Here, the micro and macro environment, stakeholders and objectives of the service are defined and evaluated.
2. Service creation/idea generation:
Here, the means to solve the defined problems are developed.
3. Service design:
Here the service concepts and processes are combined into one service.
See also:
Communication; Change Management; Innovation Management; Customer Management; Marketing; Product Management
Reference to QET guidelines:
Q06 Change Management; Q09 Customers; Q15 Processes; Q18 Innovation; T11 Marketing