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SERVICE by DESIGN
Author(s) -
Chase Richard B.,
Youngdahl William E.
Publication year - 1992
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.1992.tb00582.x
Subject(s) - service (business) , service delivery framework , software deployment , process management , service design , function (biology) , service system , operations management , computer science , service quality , point (geometry) , quality of service , business , risk analysis (engineering) , operations research , engineering management , marketing , telecommunications , engineering , software engineering , mathematics , geometry , evolutionary biology , biology
LIKE PRODUCTS, SERVICES can be designed so that they are right the first time and every time. In this overview, Richard Chase and William Youngdahl point out critical issues and techniques – including comments on service strategy, the service delivery system, service flow analysis, and quality function deployment – that help assure quality. They conclude by identifying the seven features of a well‐designed service system.