Essentials of Service Design: Developing high-value service businesses with PCN Analysis

Sampson, Dr. Scott E.

ISBN 10: 148187165X / ISBN 13: 9781481871655

Published by CreateSpace Independent Publishing Platform, 2013

About this Item

CreateSpace 2013 paperback 2nd edition. Has small indentation toe rear cover and neat name date 2013 to fep. Otherwise inside in VERY GOOD CLEAN TIGHT READING ORDER. Full refund if not satisfied. 24 hour dispatch via Tracked. If not pictured in this listing, a scan of the actual book is available on request.

Seller Inventory # mac4033

Bibliographic Details

• Title: Essentials of Service Design: Developing high-value service businesses with PCN Analysis
• Publisher: CreateSpace Independent Publishing Platform
• Publication Date: 2013
• Language: English
• ISBN 10: 148187165X
• ISBN 13: 9781481871655
• Binding: Soft cover
• Edition: 2nd Edition
• Condition: Very Good
• Seller catalogs:
  • business economics finance

About this title

Synopsis

THIS IS THE OLD 2nd EDITION. YOU SHOULD INSTEAD ORDER THE NEW EDITION. Services represent the largest portion of economic activity in developed nations, and are likely an important part of your business. Unfortunately, services traditionally have lacked the rigorous design tools we see used in designing physical products. This book describes a simple yet powerful service design tool known as PCN Analysis. The PCN tool will allow you to document and analyze the provider-customer interactions that take place in your business, showing where increased value can be realized by strategic repositioning of process elements. This book shows how firms can optimally design service operations to achieve value objectives. Firms that use this tool will be able to deliver exceptional service at lower costs than competing firms.

About the Author

Dr. Scott Sampson is the James M. Passey Professor of Business Management at Brigham Young University (Provo, Utah, U.S.) where he teaches Service Management, Customer Relationship Management, and Supply Chain Management in BYU’s top-tier MBA and undergraduate business programs. Dr. Sampson is a widely regarded expert in the field of service management, and has extensively lectured and consulted on topics relating to service design and innovation. His clients include Fortune 500 companies as well as major universities in the U.S., Europe, and Asia. He is the author of "Understanding Service Businesses" and "Essentials of Service Design," which introduces a new and powerful tool called PCN Analysis. The service design book comes from 20 years of award-winning research in the field. In addition, he has been recognized as the third most prolific publisher of top-tier articles on Service Operations Management, having published articles in Management Science, Operations Research, the Journal of Operations Management, and other leading academic journals.