Your SlideShare is downloading. ×
Linking better design to ROI
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Linking better design to ROI

148
views

Published on

QUALITYUP'=> 'SERVICEDESIGNUP'. …

QUALITYUP'=> 'SERVICEDESIGNUP'.
Source of the oryginal graph: E.Gummesson,„Productivity, quality and relationship marketing in service operations”,International Journal of Contemporary Hospitality Management,10/1 1988, p.6.

Published in: Business, Technology

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
148
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
3
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Connection between service design and profits. SERVICE DESIGN UP Image up Service costs Inspection Rework and Customer and test scrap costs Inventory down Accounts Processing retention costs down down down up receivable time down Cost for down Share of complaints and customer up warranty down Capital Scale costs Sales up economies down up Price competition PRODUCTIVITY UP Production down costs down PROFITS UP Oryginal logic of E.Gummesson has not been changed. Minor modification of the oryginal graph was replacement of wordsWhy is it profitable to inwest in service design? QUALITY UP with SERVICE DESIGN UP. Source of oryginal graph: E.Gummesson, „Productivity, quality and relationshipWhy is service design a profitable effort? marketing in service operations”, International Journal of Contemporary Hospitality Management, 10/1 1988, p.6.$