Author: Anna Meroni,Daniela Sangiorgi

Publisher: CRC Press

ISBN: 1317152387

Category: Business & Economics

Page: 298

View: 3599

In Design for Services, Anna Meroni and Daniela Sangiorgi articulate what Design is doing and can do for services, and how this connects to existing fields of knowledge and practice. Designers previously saw their task as the conceptualisation, development and production of tangible objects. In the twenty-first century, a designer rarely 'designs something' but rather 'designs for something': in the case of this publication, for change, better experiences and better services. The authors reflect on this recent transformation in the practice, role and skills of designers, by organising their book into three main sections. The first section links Design for Services to existing models and studies on services and service innovation. Section two presents multiple service design projects to illustrate and clarify the issues, practices and theories that characterise the discipline today; using these case studies the authors propose a conceptual framework that maps and describes the role of designers in the service economy. The final section projects the discipline into the emerging paradigms of a new economy to initiate a reflection on its future development.
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Key Issues and New Directions

Author: Daniela Sangiorgi,Alison Prendiville

Publisher: Bloomsbury Publishing

ISBN: 1474250157

Category: Design

Page: 288

View: 9932

Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of international contributors to map the field of service design and identify key issues for practitioners and researchers such as identity, ethics and accountability. Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies.
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A Practical Guide to Optimizing the Customer Experience

Author: Ben Reason,Lavrans L?vlie,Melvin Brand Flu

Publisher: John Wiley & Sons

ISBN: 1118988949

Category: Business & Economics

Page: 208

View: 9116

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
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Author: Kai Yang

Publisher: McGraw Hill Professional

ISBN: 9780071501460

Category: Business & Economics

Page: 512

View: 8881

The primary objective of this new book is to provide a comprehensive reference for those who work in a service industry setting. Unlike Design for Six Sigma a Roadmap for Product Development, this new book will address the 5 leading issues in the service industry, which are customer satisfaction, cost reduction, value improvement, change management and process performance measurements.
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Analysis and Design for Services and Microservices

Author: Thomas Erl

Publisher: Prentice Hall

ISBN: 0133858693

Category: Computers

Page: 416

View: 7475

The Top-Selling, De Facto Guide to SOA--Now Updated with New Content and Coverage of Microservices! For more than a decade, Thomas Erl’s best-selling Service-Oriented Architecture: Concepts, Technology, and Design has been the definitive end-to-end tutorial on SOA, service-orientation, and service technologies. Now, Erl has thoroughly updated the industry’s de facto guide to SOA to reflect new practices, technologies, and strategies that have emerged through hard-won experience and creative innovation. This Second Edition officially introduces microservices and micro task abstraction as part of service-oriented architecture and its associated service layers. Updated case study examples and illustrations further explain and position the microservice model alongside and in relation to more traditional types of services. Coverage includes: • Easy-to-understand, plain English explanations of SOA and service-orientation fundamentals (as compiled from series titles) • Microservices, micro task abstraction, and containerization • Service delivery lifecycle and associated phases • Analysis and conceptualization of services and microservices • Service API design with REST services, web services, and microservices • Modern service API and contract versioning techniques for web services and REST services • Up-to-date appendices with service-orientation principles, REST constraints, and SOA patterns (including three new patterns) Service-Oriented Architecture: Analysis and Design for Services and Microservices, Second Edition, will be indispensable to application architects, enterprise architects, software developers, and any IT professionals interested in learning about or responsible for designing or implementing modern-day, service-oriented solutions. Chapter 1: Introduction Chapter 2: Case Study Backgrounds Part I: Fundamentals Chapter 3: Understanding Service-Orientation Chapter 4: Understanding SOA Chapter 5: Understanding Layers with Services and Microservices Part II: Service-Oriented Analysis and Design Chapter 6: Analysis and Modeling with Web Services and Microservices Chapter 7: Analysis and Modeling with REST Services and Microservices Chapter 8: Service API and Contract Design with Web Services Chapter 9: Service API and Contract Design with REST Services and Microservices Chapter 10: Service API and Contract Versioning with Web Services and REST Services Part III: Appendices Appendix A: Service-Orientation Principles Reference Appendix B: REST Constraints Reference Appendix C: SOA Design Patterns Reference Appendix D: The Annotated SOA Manifesto
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Author: Peter Brooks

Publisher: Van Haren

ISBN: 9087536488

Category: Education

Page: 182

View: 2359

This title is the sister book to the global best-seller Metrics for IT Service Management. Taking the basics steps described there, this new title describes the context within the ITIL 2011 Lifecycle approach. More than that it looks at the overall goal of metrics which is to achieve Value. The overall delivery of Business Value is driven by Corporate Strategy and Governance, from which Requirements are developed and Risks identified. These Requirements drive the design of Services, Processes and Metrics. Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements.
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How to Create Human-Centered Products and Services

Author: Kim Goodwin

Publisher: John Wiley & Sons

ISBN: 1118079884

Category: Computers

Page: 768

View: 2947

Whether you’re designing consumer electronics, medical devices, enterprise Web apps, or new ways to check out at the supermarket, today’s digitally-enabled products and services provide both great opportunities to deliver compelling user experiences and great risks of driving your customers crazy with complicated, confusing technology. Designing successful products and services in the digital age requires a multi-disciplinary team with expertise in interaction design, visual design, industrial design, and other disciplines. It also takes the ability to come up with the big ideas that make a desirable product or service, as well as the skill and perseverance to execute on the thousand small ideas that get your design into the hands of users. It requires expertise in project management, user research, and consensus-building. This comprehensive, full-color volume addresses all of these and more with detailed how-to information, real-life examples, and exercises. Topics include assembling a design team, planning and conducting user research, analyzing your data and turning it into personas, using scenarios to drive requirements definition and design, collaborating in design meetings, evaluating and iterating your design, and documenting finished design in a way that works for engineers and stakeholders alike.
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Basics, Tools, Cases

Author: Marc Stickdorn,Jakob Schneider

Publisher: Bis Publishers

ISBN: 9789063692797

Category: Creative ability in business

Page: 376

View: 3760

This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.
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Author: Paul Tymkow,Savvas Tassou,Maria Kolokotroni,Hussam Jouhara

Publisher: Routledge

ISBN: 1136893660

Category: Architecture

Page: 378

View: 2939

The role and influence of building services engineers is undergoing rapid change and is pivotal to achieving low-carbon buildings. However, textbooks in the field have largely focused on the detailed technicalities of HVAC systems, often with little wider context. This book addresses that need by embracing a contemporary understanding of energy efficiency imperatives, together with a strategic approach to the key design issues impacting upon carbon performance, in a concise manner. The key conceptual design issues for planning the principal systems that influence energy efficiency are examined in detail. In addition, the following issues are addressed in turn: Background issues for sustainability and the design process Developing a strategic approach to energy-efficient design How to undertake load assessments System comparison and selection Space planning for services Post-occupancy evaluation of completed building services In order to deliver sustainable buildings, a new perspective is needed amongst building and services engineering designers, from the outset of the conceptual design stage and throughout the whole design process. In this book, students and practitioners alike will find the ideal introduction to this new approach.
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Author: Kai Yang

Publisher: McGraw Hill Professional

ISBN: 0071735755

Category: Business & Economics

Page: 25

View: 8452

The following is a chapter from Kai Yang's Design for Six Sigma for Service. This comprehensive handbook aggressively tackles the difficulties involved in applying rigorous Six Sigma statistical methods to service environments. It delivers solid, effective solutions that can help your organization achieve measurable gains in customer satisfaction, cost reduction, value improvement, change management, and process performance. Featuring detailed design guidance and valuable tips, this book provides the specifics you need to create product value through improved service practices.
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An Introduction to Design for Social Innovation

Author: Ezio Manzini,Rachel Coad

Publisher: MIT Press

ISBN: 026232864X

Category: Design

Page: 256

View: 2317

In a changing world everyone designs: each individual person and each collective subject, from enterprises to institutions, from communities to cities and regions, must define and enhance a life project. Sometimes these projects generate unprecedented solutions; sometimes they converge on common goals and realize larger transformations. As Ezio Manzini describes in this book, we are witnessing a wave of social innovations as these changes unfold -- an expansive open co-design process in which new solutions are suggested and new meanings are created. Manzini distinguishes between diffuse design (performed by everybody) and expert design (performed by those who have been trained as designers) and describes how they interact. He maps what design experts can do to trigger and support meaningful social changes, focusing on emerging forms of collaboration. These range from community-supported agriculture in China to digital platforms for medical care in Canada; from interactive storytelling in India to collaborative housing in Milan. These cases illustrate how expert designers can support these collaborations -- making their existence more probable, their practice easier, their diffusion and their convergence in larger projects more effective. Manzini draws the first comprehensive picture of design for social innovation: the most dynamic field of action for both expert and nonexpert designers in the coming decades.
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Key Issues and New Directions

Author: Daniela Sangiorgi,Alison Prendiville

Publisher: Bloomsbury Publishing

ISBN: 1474250157

Category: Design

Page: 288

View: 6906

Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. It is now a growing field of both practice and academic research. Designing for Service brings together a wide range of international contributors to map the field of service design and identify key issues for practitioners and researchers such as identity, ethics and accountability. Designing for Service aims to problematize the field in order to inform a more critical debate within service design, thereby supporting its development beyond the pure methodological discussions that currently dominate the field. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies.
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A Roadmap for Excellence

Author: Basem El-Haik,David M. Roy

Publisher: John Wiley & Sons

ISBN: 0471744700

Category: Technology & Engineering

Page: 300

View: 799

A roadmap to consistent, high-quality service for any organization A service is typically something created to serve a paying customer, whether internal or external. Some services consist of several processes linked together while others consist of a single process. This book introduces Design for Six Sigma (DFSS), an easy-to-master, yet highly effective data-driven method that prevents defects in any type of service process. The particular focus of this publication is service DFSS, which leads to what the authors term "a whole quality business," one that takes a proactive stance and gets things right the first time. Not only does the whole quality business produce a high-quality product and offer high-quality services, but it also operates at lower cost and higher efficiency, throughout the entire life cycle, than its competitors because all the links in the supply chain are optimized. Following a detailed overview that sets forth the basic premise and key concepts of service DFSS, the authors offer all the information and tools needed to take advantage of service DFSS within their own organizations, including: * Clear and in-depth coverage of the philosophical, organizational, and technical aspects of service DFSS * Step-by-step roadmap of the entire service DFSS deployment and execution process * Full discussions of all the key methods involved in service DFSS, including axiomatic design, design for X, the theory of inventive problem solving (TRIZ), transfer function, design scorecards, and Taguchi's method * Practical, illustrative examples that demonstrate how the theory is put into practice * Assistance in developing the necessary skills in applying DFSS in organizational settings Problems and their solutions are provided at the end of each chapter to help readers grasp the key concepts they need to move forward in the text. Acclaro DFSS Light(r), a Java-based software package that implements axiomatic design processes discussed in Chapter Eight, is available for download from an accompanying Wiley ftp site. Acclaro DFSS Light(r) is a software product of Axiomatic Design Solutions, Inc. This book is ideal as a reference to service DFSS for corporate executives, quality control managers, and process engineers, or as a complete training manual for DFSS teams. It is also a superior textbook for graduate students in management, operations, and quality assurance.
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Author: Kai Yang

Publisher: McGraw Hill Professional

ISBN: 0071735763

Category: Business & Economics

Page: 13

View: 7678

The following is a chapter from Kai Yang's Design for Six Sigma for Service. This comprehensive handbook aggressively tackles the difficulties involved in applying rigorous Six Sigma statistical methods to service environments. It delivers solid, effective solutions that can help your organization achieve measurable gains in customer satisfaction, cost reduction, value improvement, change management, and process performance. Featuring detailed design guidance and valuable tips, this book provides the specifics you need to create product value through improved service practices.
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Author: Kai Yang

Publisher: McGraw Hill Professional

ISBN: 007173581X

Category: Business & Economics

Page: 42

View: 475

The following is a chapter from Kai Yang's Design for Six Sigma for Service. This comprehensive handbook aggressively tackles the difficulties involved in applying rigorous Six Sigma statistical methods to service environments. It delivers solid, effective solutions that can help your organization achieve measurable gains in customer satisfaction, cost reduction, value improvement, change management, and process performance. Featuring detailed design guidance and valuable tips, this book provides the specifics you need to create product value through improved service practices.
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Concepts, Technology, and Design

Author: Thomas Erl

Publisher: Prentice Hall

ISBN: 9780134524450

Category:

Page: 792

View: 7937

"Service Oriented Architecture is a hot, but often misunderstood topic in IT today. Thomas articulately describes the concepts, specifications, and standards behind service orientation and Web Services. For enterprises adopting SOA, there is detailed advice for service-oriented analysis, planning, and design. This book is a must read!" --Alex Lynch, Principal Consultant, Microsoft Enterprise Services "One primary objective of applying SOA in design is to provide business value to the solutions we build. Understanding the right approach to analyzing, designing, and developing service-oriented solutions is critical. Thomas has done a great job of demystifying SOA in practical terms with his book." --Rick Weaver, IBM Senior Consulting Certified SW I/T Specialist "A pragmatic guide to SOA principles, strategy, and best practices that distills the hype into a general framework for approaching SOA adoption in complex enterprise environments." --Sameer Tyagi, Senior Staff Engineer, Sun Microsystems "A very timely and much needed contribution to a rapidly emerging field. Through clarifying the principles and nuances of this space, the author provides a comprehensive treatment of critical key aspects of SOA from analysis and planning to standards ranging from WS-specifications to BPEL. I''ll be recommending this book to both clients and peers who are planning on embracing SOA principles." --Ravi Palepu, Senior Field Architect, Rogue Wave Software "Finally, an SOA book based on real implementation experience in production environments. Too many SOA books get lost in the technical details of Web Services standards, or simply repeat vendor hype. This book covers the really hard parts: the complex process of planning, designing and implementing service-oriented architectures that meet organizational goals. It is an essential companion to any software developer, architect, or project manager implementing--or thinking about implementing--a service-oriented architecture." --Priscilla Walmsley, Managing Director of Datypic "Thomas Erl''s Service-Oriented Architecture: Concepts, Technology, and Design is as good an introduction to service-oriented architectures as one could wish for. In a single volume, it covers the entire topic, from theory to real-world use to technical details. The examples are superb and the writing is wonderfully clear." --Ronald Bourret, Author, "XML and Databases" "Finally an SOA book which gets to the point with real world answers and examples. Erl guides you on a real world SOA journey. From architecture design to industry standards, this book is well written and can be easily referenced for everyday use. When embarking on your own service orientated adventures, this is the book you want in your bag." --Clark Sell, Vice President, CSell Incorporated "Organizations struggling to evolve existing service-oriented solutions beyond simple Web Services now have an expert resource available. Leading the way to the true service-oriented enterprise, Thomas Erl demystifies the complexities of the open WS-I standards with detailed practical discussions and case studies. Erl''s depth and clarity makes this work a superb complement to his Field Guide." --Kevin P. Davis, PhD., Software Architect "This book is an excellent guide for architects, developers, and managers who are already working with or are considering developing Web Services or Service-Oriented Architecture solutions. The book is divided into four sections. In the first section the fundamental technologies of XML, Web Services and Service-Oriented Architectures are described in detail with attention given to emerging standards. The book is well written and very thorough in its coverage of the subject. I recommend this book highly to anyone interested in enterprise level service architectures." --Adam Hocek, President and CTO, Broadstrokes, Inc. Additional praise quotes are published at: www.soabooks.com/reviews.asp The foremost "how-to" guide to SOA Service-Oriented Architecture (SOA) is at the heart of a revolutionary computing platform that is being adopted world-wide and has earned the support of every major software provider. In Service-Oriented Architecture: Concepts, Technology, and Design, Thomas Erl presents the first end-to-end tutorial that provides step-by-step instructions for modeling and designing service-oriented solutions from the ground up. Erl uses more than 125 case study examples and over 300 diagrams to illuminate the most important facets of building SOA platforms: goals, obstacles, concepts, technologies, standards, delivery strategies, and processes for analysis and design. His book''s broad coverage includes Detailed step-by-step processes for service-oriented analysis and service-oriented design An in-depth exploration of service-orientation as a distinct design paradigm, including a comparison to object-orientation A comprehensive study of SOA support in .NET and J2EE development and runtime platforms Descriptions of over a dozen key Web services technologies and WS-* specifications, including explanations of how they interrelate and how they are positioned within SOA The use of "In Plain English" sections, which describe complex concepts through non-technical analogies Guidelines for service-oriented business modeling and the creation of specialized service abstraction layers A study contrasting past architectures with SOA and reviewing current industry influences Project planning and the comparison of different SOA delivery strategies The goal of this book is to help you attain a solid understanding of what constitutes contemporary SOA along with step-by-step guidance for realizing its successful implementation. About the Web Sites Erl''s Service-Oriented Architecture books are supported by two Web sites. http:// www.soabooks.com provides a variety of content resources and http:// www.soaspecs.com supplies a descriptive portal to referenced specifications. � Copyright Pearson Education. All rights reserved.
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From Insight to Inspiration

Author: Andy Polaine,Lavrans Løvlie,Ben Reason

Publisher: Rosenfeld Media

ISBN: 1933820616

Category: Business & Economics

Page: 216

View: 8800

Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
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A Strategic Approach from Design to Evaluation

Author: Francesca Foglieni,Beatrice Villari,Stefano Maffei

Publisher: Springer

ISBN: 3319631799

Category: Technology & Engineering

Page: 115

View: 3907

This book provides accessible, comprehensive guidance on service design and enables practitioners approaching the discipline for the first time to develop the strategic mindset needed to exploit its innovation potential. The opening chapters trace the origins of service design and examine its links with service innovation, as well as its strategic role in service organizations. It then offers step-by-step guidance on tackling a service design project, explaining the main design elements and indications of various useful design tools. It also introduces the topic of evaluation as a support practice in designing or redesigning better services, and providing evidence concerning the value of service design interventions. The third chapter explores how evaluation is currently approached in service design practice through the analysis of a number of case studies. Based on these experiences it extensively discusses evaluation, with a particular focus on service evaluation, and explains its importance in supporting service design and fostering innovation throughout the service design process. Further it describes pragmatic directions for setting up and conducting a service evaluation strategy. The concluding chapter uses an interpretive model to summarize the role evaluation could have in service design practice and focuses on interdisciplinary competences that need to be acquired by service designers in order to address the evolution of the discipline. The novel approach adopted in the book fosters the growing interest in design-driven service innovation and assists in realizing its full potential in both the private and the public sector.
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A Desktop Quick Reference

Author: Jennifer Niederst Robbins

Publisher: "O'Reilly Media, Inc."

ISBN: 0596009879

Category: Computers

Page: 796

View: 6709

Details a variety of front-end technologies and techniques and reviews Web design fundamentals while explaining how to work with HTML, graphics, and multimedia and interactive applications.
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Author: K. Scott Swan,Shaoming Zou

Publisher: Emerald Group Publishing

ISBN: 1781900175

Category: Business & Economics

Page: 350

View: 8747

Interdisciplinary approaches are critical to solve the interesting problems of the day. This volume seeks to capture and synthesize the knowledge in the area of branding, product design, innovation, and strategic thought in international marketing.
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