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Processes services
1.
Designing and
Managing Service Processes
2.
3.
Flowcharting Customer Service
Processes
4.
5.
Flowcharts for People
and Possession Processing Services
6.
Flowcharts for Mental
Stimulus and Information Processing Services
7.
Blueprinting Services to
Create Valued Experiences and Productive Operations
8.
9.
10.
Blueprinting the Restaurant
Experience: Act 1
11.
12.
13.
14.
15.
16.
Redesigning Service Processes
17.
18.
Why
Redesign? “ Institutions are like steel beams—they tend to rust. What was once smooth and shiny and nice tends to become rusty.” Mitchell T. Rabkin, MD, former president of Boston’s Beth Israel Hospital
19.
20.
Process Redesign: Approaches
and Potential Benefits
21.
Process Redesign: Approaches
and Potential Benefits
22.
The Customer as
Co-Producer
23.
Levels of Customer
Participation
24.
25.
Managing Customers
26.
Self-Service Technologies
27.
28.
29.
30.
31.
32.
33.
34.
THANK YOU
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