Applying Service Science in Business; Attaining Growth and Profitability Through Customer Investment and Empowerment
Hunter Hastings, Jeff Saperstein
ISBN 10: 160649662X ISBN 13: 9781606496626
Editorial: Business Expert Press, US, 2014
Nuevos
Paperback
Librería:
Rarewaves USA, OSWEGO, IL, Estados Unidos de America
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Descripción
Descripción:
Business paradigm shifts are rare. However, the shift to a services-dominant economy and to services-dominant value creation genuinely merits the designation. Almost 80% of GDP in developed economies is attributable to services, and some economists regard products as merely the physical embodiment of service delivery. Yet today's business analysis, business management, business organization, business processes, and business education emerged from manufacturing-dominant logic; the principles of service are often under-served and poorly understood. This results in lost opportunities for growth. Service Science, Management and Engineering (SSME) has been slowly bubbling up and building learning and knowledge in academia for 30 years, with an acceleration in the last ten years. The disciplines, principles, insights and tools of SSME are now ready to transition to the mainstream business world, with transformative effect. . This book expounds the six principles of Service Science, including the all-important principle of value co-creation (between the producer and the customer, the employee and the hierarchy etc). The book contains compelling examples and clear direction for application. It describes the tools for application of the principles, from modular business architecture (a new form of business organization to achieve absolute advantage) to the global, mobile and social business tools that establish scalable platforms for fast, efficient growth in the service economy for Globally Integrated Enterprises--large and small/medium enterprises (SME). Service Science, as a field of academic study and research, is supported by 30 years of learning. This book brings this knowledge firmly into the business mainstream, addressing both the 'Why' and the 'How', and incorporating the tools for action. N° de ref. del artículo LU-9781606496626
Sinopsis:
This is a must-read for anyone trained in traditional processimprovement or business architecture. In surprisingly clearlanguage this book lays out the essentials of service thinking,and how the service paradigm transforms the way in whichorganizations innovate on behalf of their customers. It shiftsthe focus from product to experience, from one-sided productionto co-creation of value, from the simply measurable tothe emotional. I intend to buy a copy for every member of myteam-Dart Lindsley, Cisco Sr. Manager of TransformationPlanning and AnalysisThis book will introduce you to Service Science, Managementand Engineering (SSME)-a term introduced by IBMto describe service science, which is the application of science,management, and engineering disciplines to tasksthat one organization beneficially performs for and withanother. The authors detail the disciplines, principles, insightsand tools of SSME that are now ready to transitionto the mainstream business world with transformativeeffect. They coin the new term "Service Thinking" to communicatethis mainstream business transformation.It includes expository case histories of the servicethinking-based transformation of familiar businesses, illustratingthe seven principles of service thinking, withcompelling examples and clear direction for application.
Acerca del autor: Hunter Hastings, Hult International Business School, California.
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Detalles bibliográficos
Título: Applying Service Science in Business; ...
Editorial: Business Expert Press, US
Año de publicación: 2014
Encuadernación: Paperback
Condición: New