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Author(s): Lia Patrício
Raymond P. Fisk
Title: Giving Voice to Service Design in the Management Boardroom: Strengthening the Connection between Service Design and Management
Issue Date: 2012
Abstract: Service design is an interdisciplinary field with significant potential to improve serviceinnovation, but it is still not a well-established practice in most organizations and themanagement implications of service design are still not well understood. Better integration ofdesign and management perspectives is needed for a wider diffusion of service design. Thispaper explores how Multilevel Service Design (MSD), an interdisciplinary service designapproach, can better connect management concepts and tools with design concepts andtools. A case study of redesigning a banks mortgage service is presented, using MSDCustomer Value Constellation and the Service System Architecture models. The case studyillustrates how this approach can help service designers and managers navigate betweenservice concept and service system design levels, and better understand the interconnectionsbetween the design of the service at the frontstage and the design of support processes andtechnologies.
Subject: Outras ciências da engenharia e tecnologias
Other engineering and technologies
Scientific areas: Ciências da engenharia e tecnologias::Outras ciências da engenharia e tecnologias
Engineering and technology::Other engineering and technologies
Source: Proceedings of ServDes - Service Design and Innovation Conference 2012
Document Type: Artigo em Livro de Atas de Conferência Internacional
Rights: restrictedAccess
Appears in Collections:FEUP - Artigo em Livro de Atas de Conferência Internacional

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