SERVICE <i>by</i> DESIGN
Generate an AI Snapshot to get a quick, structured summary of this paper.
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
TL;DR
This overview of service management points out critical issues and techniques – including comments on service strategy, the service delivery system, service flow analysis, and quality function deployment – that help assure quality.
Abstract
LIKE PRODUCTS, SERVICES can be designed so that they are right the first time and every time. In this overview, Richard Chase and William Youngdahl point out critical issues and techniques – including comments on service strategy, the service delivery system, service flow analysis, and quality function deployment – that help assure quality. They conclude by identifying the seven features of a well‐designed service system.