Service Thinking
The Seven Principles to Discover Innovative Opportunities
Published on 24. January 2014
166 pages
978-1-60649-663-3 (ISBN)
Description
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.
More details
Other editions
Additional editions
Hunter Hastings | Jeff Saperstein
Applying Service Science in Business; Attaining Growth and Profitability Through Customer Investment and Empowerment
The Seven Principles to Discover Innovative Opportunities
Book
03/2014
Business Expert Press
€20.10
Shipment within 3-4 weeks
Persons
Hunter Hastings has occupied the posts of Chief Marketing
Officer in a global consumer products business,
Chief Executive Officer in a Silicon Valley start-up enterprise,
and Senior Partner in a global consulting company.
He is currently serving as adjunct faculty at Hult
International Business School, the largest global graduate
business school.
Content
Foreword ...............................................................................................xi
Preface ................................................................................................xiii
Acknowledgments ................................................................................xvii
Introduction ........................................................................................xix
Chapter 1 Service Thinking Will Transform 21st Century Business.....1
Chapter 2 Co-Creating Service-Experience Value..............................23
Chapter 3 Service Systems: Specialization Plus Integration................37
Chapter 4 Designing Organizations for Specialization
and Integration: Modular Business Architecture...............47
Chapter 5 Glo-Mo-So Scalable Platforms..........................................57
Chapter 6 Continuous Improvement Through Learning:
Run-Transform-Innovate .................................................71
Chapter 7 Multisided Metrics...........................................................79
Chapter 8 Applying Service Thinking for Innovation........................95
Chapter 9 The Individualization of Opportunity
and Your Career..............................................................105
Afterword ...........................................................................................119
Endorsements .....................................................................................121
Notes .................................................................................................125
References ...........................................................................................129
Index .................................................................................................133
