INFORSY-LEC3B (QUIZ 1)

Question 1

__________ applies design methods
and craft to the definition and
orchestration of products, communications, and interactions (i.e., service touchpoints), as well as, the
operations, values, and structure of an
organization. It requires looking not only at
the customer experience but also the
business experience.

Answer 1

Service design

Question 2

Core Principles of Service Design

Answer 2

1. Human-Centered
2. Co-Creative
3. Orchestrated
4. Tangible
5. Holistic

Question 3

A _________ is an operational tool that
visualizes the components of a service
in enough detail to analyze, implement, and maintain it.

They were originally proposed by Lynn Shostack in her 1984 Harvard Business Review article “Designing Services That Deliver” and have been evolving since. Her approach helped codify service delivery (traditionally viewed as intangible or ephemeral) as something that could be documented, measured, controlled, and
systematically improved upon.

Answer 3

blueprint

Question 4

At the core of service design
and service blueprints is the
concept of _____________ . In other words,
these are the parts of the
service that will be visible or
invisible to the customer

Answer 4

frontstage and
backstage

Question 5

______________________ is a standard
for business process modeling
that provides graphical
notation for specifying
business processes in a
Business Process Diagram
(BPD), based on traditional
flowcharting techniques.

Answer 5

Business Process Model and
Notation (BPMN)

Question 6

The ______________ is a standard process, we most commonly
come across in BPMN. It typically models a single coordinating point of
view.

Answer 6

orchestration process

Question 7

The _____________ shows the participants and their interactions. In BPMN, a collaboration only shows Pools and the message flow between them.

Answer 7

collaboration process

Question 8

A new model type in BPMN 2.0 is the _________________. Its
purpose is to show the interaction between participants in a different
format and concentrate on the message flow instead of the individual
detailed tasks of a process.

Answer 8

Choreography Diagram