Service Science

<p>To remain relevant in today’s world practitioners should presume that they have two jobs: first to do their work effectively so that they provide value to the organization; second to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job.</p><p>Informed by an appreciation that most personnel that work in any firm even firms that are manufacturing-oriented routinely provide services as a key element of their jobs this book explains how to provide and improve internal customer service regardless of industry or role. It illustrates the common features or service process DNA while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner this book stresses that service processes are distinctly different from manufacturing processes.</p><p>Rigorous and practical this book will appeal to students and professionals alike in business hospitality industrial management public health and other fields.</p><p>Online resources include Excel files that act as templates to help with quantitative analysis routines.</p>