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     您目前瀏覽的的主題是Service management


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 CasesIntroduction
作者姓名:Field, Joy M.
商品類型:Cases商品編號:BEP559
出版日期:2021/01/01商品頁數:9p

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

 CasesThe Changing Nature of Service Processes
作者姓名:Field, Joy M.
商品類型:Cases商品編號:BEP560
出版日期:2021/01/01商品頁數:48p

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

 CasesValue Co-Creation in Service Processes
作者姓名:Field, Joy M.
商品類型:Cases商品編號:BEP561
出版日期:2021/01/01商品頁數:46p

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

 CasesKnowledge-Intensive Services
作者姓名:Field, Joy M.
商品類型:Cases商品編號:BEP562
出版日期:2021/01/01商品頁數:24p

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

 CasesUnlocking Capabilities
作者姓名:Field, Joy M.
商品類型:Cases商品編號:BEP563
出版日期:2021/01/01商品頁數:22p

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

 SupplementImproving Access at VA (Update)
作者姓名:Buell, Ryan W.
商品類型:Supplement商品編號:9-621-070
出版日期:2020/11/24商品頁數:5p

In November 2020, Chief Veterans Experience Officer, Lynda Davis, and Deputy Chief Veterans Experience Officer, Barbara C. Morton reflect on a busy four years leading the Veterans Experience Office at the U.S. Department of Veterans Affairs. The case provides an update on the transformation efforts at VA that were documented in the "Improving Access at VA" case.

 SupplementFacelift at Olay (B)
作者姓名:Gupta, Sunil;Lal, Rajiv;Hull, Olivia
商品類型:Supplement商品編號:9-521-002
出版日期:2020/08/21商品頁數:12p

This supplement to Facelift at Olay (A) explains the major steps Procter & Gamble''s skincare brand Olay took to reverse several years of declining sales.

 CaseToo Long for Comfort: Tackling Consultation Wait Time at a Hospital Emergency Department
作者姓名:Ang, Marcus Teck Meng;Hu, Arthur Ruey Heng;Lam, Sean Shao Wei
商品類型:Case商品編號:SMU869
出版日期:2020/08/20商品頁數:9p

In early 2019, Alan Jay, an executive in the Quality, Safety and Risk Management (QSRM) department of Gloria Hospital, a full-service hospital that specialised in children and women healthcare, had been requested to gather insights and seek improvements to the pre-consultation waits at the hospital''s Children''s Emergency (CE) department. After an initial study, minor schedule adjustments were put into place, with many shifts starting .....more

 CaseFacelift at Olay (A)
作者姓名:Gupta, Sunil;Lal, Rajiv;Hull, Olivia
商品類型:Case商品編號:9-521-011
出版日期:2020/08/06商品頁數:22p

By October 2017, Procter & Gamble''s skincare brand Olay has been struggling with declining sales for several years. The team has tried many remedies, but none has returned the brand to growth. As pressure grows from Olay''s competitors, including hundreds of new direct-to-consumer brands catering to millennial women, North American Skin Care General Manager Chris Heiert must identify a winning marketing strategy that will appeal .....more

 CaseFangda Partners: A Step Ahead
作者姓名:Nanda, Ashish;Rohrer, Lisa
商品類型:Case商品編號:9-719-406
出版日期:2019/06/30商品頁數:13p

Fangda Partners must determine how best to be a major, high-end law firm in the Chinese market. Elite Chinese law firm Fangda Partners has steered Alibaba and other Chinese and international clients through the complex legal, corporate, and regulatory challenges associated with executing international transactions. ""Fangda has traveled a long distance in a short while,"" reflects senior partner Jonathan Zhou, ""but .....more