Service Thinking: The Seven Principles to Discover Innovative Opportunities (AGENCY/DISTRIBUTED) - Softcover

Hunter Hastings (author) & Jeff Saperstein (author)

Softcover

ISBN 10: 160649662X ISBN 13: 9781606496626

Publisher: Business Expert Press, 2014

Synopsis

This is a must-read for anyone trained in traditional process improvement or business architecture. In surprisingly clear language this book lays out the essentials of service thinking, and how the service paradigm transforms the way in which organizations innovate on behalf of their customers. It shifts the focus from product to experience, from one-sided production to co-creation of value, from the simply measurable to the emotional. I intend to buy a copy for every member of my team-Dart Lindsley, Cisco Sr. Manager of Transformation Planning and Analysis This book will introduce you to Service Science, Management and Engineering (SSME)-a term introduced by IBM to describe service science, which is the application of science, management, and engineering disciplines to tasks that one organization beneficially performs for and with another. The authors detail the disciplines, principles, insights and tools of SSME that are now ready to transition to the mainstream business world with transformative effect. They coin the new term "Service Thinking" to communicate this mainstream business transformation. It includes expository case histories of the service thinking-based transformation of familiar businesses, illustrating the seven principles of service thinking, with compelling examples and clear direction for application.

About this title

About the Author

Hunter Hastings, Hult International Business School, California.

Edition details

• Publisher: Business Expert Press
• Publication date: 2014
• Language: English
• ISBN 10: 160649662X
• ISBN 13: 9781606496626
• Binding: Paperback
• Number of pages: 166