Service Innovation and Management

  1. Managing Service Operations and Delivery
    1. Service Process Design
      1. Process Flowcharting
        1. Mapping Service Processes
          1. Identifying Bottlenecks
            1. Process Documentation
            2. Process Classification
              1. Complexity Analysis
                1. Divergence Analysis
                  1. Customization vs. Standardization
                  2. Lean Principles in Services
                    1. Waste Identification
                      1. Value Stream Mapping
                        1. Process Improvement Tools
                          1. Continuous Improvement Culture
                        2. Managing Capacity and Demand
                          1. Understanding Demand Patterns
                            1. Seasonal Variations
                              1. Temporal Variations
                                1. Demand Forecasting Techniques
                                  1. Demand Uncertainty Management
                                  2. Demand Management Strategies
                                    1. Smoothing Demand
                                      1. Pricing Strategies
                                        1. Promotion and Incentives
                                          1. Alternative Service Offerings
                                          2. Inventorying Demand
                                            1. Reservations and Appointments
                                              1. Waitlists and Queuing
                                                1. Demand Shifting
                                              2. Capacity Management Strategies
                                                1. Adjusting Capacity
                                                  1. Flexible Staffing
                                                    1. Outsourcing
                                                      1. Facility Sharing
                                                      2. Stretching Capacity
                                                        1. Cross-Training Employees
                                                          1. Technology Utilization
                                                            1. Process Efficiency
                                                        2. Service Quality Management
                                                          1. Defining Service Quality
                                                            1. Quality Dimensions
                                                              1. Customer Perceptions
                                                                1. Expectations Management
                                                                2. The Gaps Model of Service Quality
                                                                  1. Knowledge Gap
                                                                    1. Policy Gap
                                                                      1. Delivery Gap
                                                                        1. Communication Gap
                                                                          1. Customer Gap
                                                                          2. Service Quality Measurement
                                                                            1. SERVQUAL Instrument
                                                                              1. Alternative Measurement Tools
                                                                                1. Benchmarking Studies
                                                                                  1. Quality Monitoring Systems
                                                                                  2. Quality Improvement
                                                                                    1. Quality Circles
                                                                                      1. Six Sigma in Services
                                                                                        1. Total Quality Management
                                                                                      2. Service Recovery
                                                                                        1. The Service Recovery Paradox
                                                                                          1. Definition and Implications
                                                                                            1. Conditions for Occurrence
                                                                                              1. Customer Loyalty Impact
                                                                                              2. Service Recovery Strategies
                                                                                                1. Apology and Compensation
                                                                                                  1. Employee Empowerment
                                                                                                    1. Timeliness and Responsiveness
                                                                                                      1. Recovery Process Design
                                                                                                      2. Complaint Management Systems
                                                                                                        1. Complaint Channels
                                                                                                          1. Complaint Handling Procedures
                                                                                                            1. Root Cause Analysis
                                                                                                              1. Feedback Integration
                                                                                                                1. Prevention Strategies

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                                                                                                            4. Designing the Customer Experience

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                                                                                                            6. Strategic Management of Service Innovation