Learning Outcome 1 Flashcards
Three Types of Service Consumers
Customer, User, and Sponsor
Service Consumer
An organization that uses the services provided to them by another organization within their own organization or external to their organization
Service Value System (SVS)
a model representing how all the components and activities of an organization work together to facilitate value creation
Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Co-Creating Value requires….
Utility and Warranty
A Good
Service offering where ownership is transferred to the consumer
A role that uses services
User
Activities performed by an organization to consume services and/or goods
Service Consumption
Something you own or have access to
Resource
A cooperation between a service provider and service consumer. (includes service provision, service consumption, and service relationship management)
Service Relationship
An organization that uses the services provided to them by another organization within their own organization or external to their organization
Service Consumer
The amount of money spent on a specific activity or resources (Can be expressed in non-monetary terms, such as time spent, people allocated, etc.)
Cost
Risk
A possible event that could cause harm or loss or make it more difficult to achieve objectives (Can also be defined as uncertainty of outcome and can be use in the context of measuring the probability of positive outcomes as well as negative outcomes)
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
Stakeholder
Cost
The amount of money spent on a specific activity or resources (Can be expressed in non-monetary terms, such as time spent, people allocated, etc.)
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Organization
Warranty
Assurance that a product or service will meet agreed requirements (Fit for Use (Available, usable))
A role that authorizes budget for service consumption
Sponsor
The functionality offered by a product or service to meet a particular need (Fit for Purpose, does it meet the need?)
Utility
an organization that delivers services to consumers within its own organization or external to its own organization
Service Provider
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Service Relationship Management
Sponsor
A role that authorizes budget for service consumption
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Value System (SVS)
