Key Concepts of Service Management Flashcards
What is service management?
Organizational capabilities for enabling value in the form of services.
What is value?
The perceived benefits, usefulness and importance of something.
Who determines value?
The stakeholders.
Can value be subjective?
Yes.
How is value co-created?
Through an active collaboration between stakeholders, including service providers and service consumers.
What does an effective service value chain require?
Collaboration between providers and consumers.
What is becoming an increasing core element in the economy?
Service delivery, where supplied goods are packaged into a service offering.
What is a dominant differentiator for the success of organizations?
Support that comes with service delivery.
What is S-D Logic?
Service-Dominant logic. Service is the fundamental basis for all value-sharing. It focuses on value creation in the use of resources (value-in-use) where value is co-created by providers and consumers.
What is G-D Logic?
Goods-Dominant logic, predecessor to S-D logic. The transfer of goods plays a main role. Focuses on value in the transfer of goods (value-in-exchange).
What is an organization?
A person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objects.
What is a service provider?
A role performed by an organization in a service relationship to provide services to consumers. Co-creates value with the consumer, by offering services.
What is an internal service provider?
A service provider who is internal to the consumers’ organization.
What is an external service provider?
Provide their services as a commercial offering to various consumers.
How can the consumer-provider model be applied?
It can be applied to create complex supply chains, service networks or service ecosystems.
What is a service consumer?
An organization that receives services. Collaborates with service providers to co-create value.
Which three types of service consumers are there?
Customer (defines requirements for a service and takes responsibility for outcomes of service consumption), user (uses services), sponsor (authorizes budget for service consumption).
What are some other types of stakeholders?
Shareholders (interested in the success of the organization, usually financially), employees (professional growth, financial compensation and sense of purpose) and the community (has relations with the services, such as charity, environmental factors, employment, social impact, etc.)
What is a service?
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage costs and risks. Based on one or more products.
