Бережливый сервис. Иногда меньше сервиса лучше для клиента. Андрей Иващенко

Бережливый сервис. Иногда меньше сервиса лучше для клиента

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Dr. Scott Sampson – профессор Marriott School of Management Brigham Young University. Автор книги Essentials of Service Design and Innovation.

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Dr. Scott Sampson. Unified Services Theory (UST) / Marriott School of Management Brigham Young University.

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Инструменты стратегического планирования и дизайна.

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Process Chain Network – фреймворк для описания и анализа сервисно-проводящих цепочек для системного управления сервисными операциями и создания инноваций в процессах обслуживания. Dr. Scott Sampson. Essentials of Service Design and Innovation.

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SWOT-анализ – метод стратегического планирования и разработки стратегических инициатив на основе выявления факторов влияния внутренней и внешней среды по четырем категориям: Strengths, Weaknesses, Opportunities, Threats.

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Service Blueprint – карта сервиса, описывающая модель работы сервисного процесса. Lynn Shostack. Harvard Business Review, 1984.

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Customer Journey Map – фреймворк для визуализации и анализа опыта пользователей при взаимодействии с продуктом или сервисом.

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¹⁴ Employee Journey Map – фреймворк для визуализации опыта сотрудников в процессе взаимодействия с внутренними продуктами компании или при выполнении процессов во время оказания услуги.

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Dr. Scott Sampson. Essentials of Service Design and Innovation», 2019.

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