Module 2 Flashcards
1
Q
Value
A
Perceived benefits, usefulness and importance of something.
2
Q
Service Management
A
Set of specialized organizational capabilities for enabling value for customers in the form of services
3
Q
Utility
A
Functionality of a product or service to meet a need
- what the service does
- is a service fit for purpose
- may support performance or remove constraints
4
Q
2 types of cost
A
- Costs removed from customer – i.e. staff, resources
- Costs imposed on customer – cost of the service consumption to the consumer
5
Q
2 types of risk
A
- Risks removed from consumer
- Risks imposed on consumer
6
Q
3 types of service offerings
A
- Goods
- Access to resources – resources still controlled by service provider
- Service actions
7
Q
Service relationship management
A
Joint activities performed by service provider and service consumer to ensure value co-creation, according to agreed upon service offerings
8
Q
Service Offering
A
Formal description of one or more services/products to meet certain target consumer needs
9
Q
Customer vs User
A
- Customer - person who defines service requirements
- User - person who uses the provided services
10
Q
Outcome vs Output
A
- Outcome - a result as percieved by a stakeholder, enabled by one or more outputs
- Output - tangible or intangible deliverable of an activity
