Service Development & Design

Service Development & Design

1. Characteristics of Proper Service Innovation and Design

   • Objectivity
   • Precision
   • Methodological (Step by Step) Approach

2. Types of Service Innovation

   • Major Innovation
   • Start-up Business
   • New Services for Currently Served Market
   • Service Line Extensions
   • Service Improvements
   • Style Changes

3. New Service Development Process

   • Business Strategy Development
   • New Service Strategy Development
   • Idea Generation
   • Service Concept Development and Evaluation
   • Business Analysis
   • Service Development and Testing
   • Market Testing
   • Commercialization
   • Post-introduction Evaluation

4. Service Blueprint

   • Application of Service Blueprint
     • New Service Development
     • Supporting a “Zero Defects” Culture
     • Service Recovery Strategies
   • Service Blueprint Users
     • Service Marketers
     • Human Resources Management
     • Operations Management
     • System Technology Department

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