Ch.5 (Service Design)

Question 1

Process–chain–network (PCN) analysis

Answer 1

Process–chain–network (PCN) analysis

Analysis that focuses on the ways in which processes can be designed to optimize interaction between firms and their customers.

Question 2

Process chain

Answer 2

Process chain

A sequence of steps that accomplishes an identifiable purpose (of providing value to process participants).

Question 3

Adding Service Efficiency (5 ways to increase)

Answer 3

Adding Service Efficiency

1. Limit the Options
2. Delay Customization
3. Modularization
4. Automation
5. Moment of Truth