Linking better design to ROI
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Linking better design to ROI

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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.

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Linking better design to ROI Presentation 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.$