Thinking in services : encoding and expressing strategy through design / Majid Iqbal.
Publisher: Amsterdam, The Netherlands : BIS Publishers, [2018]Description: 239 pages : illustrations (black and white, and colour) ; 23 cmContent type: text | still image Media type: unmediated Carrier type: volume001: 43792ISBN: 9789063694890 (pbk.) :Subject(s): Service industries | Customer services | Industrial design | Business and ManagementDDC classification: 658.5 IQB LOC classification: HD9980.5 | .I7 2018Summary: The services sector is expanding faster than ever, and along with it new modes of failure arise, exposing us to unexpected costs and risks. Even the simplest of services are dynamic and complex in the way supply meets demand to fulfill a promise. Therefore, when they fail to meet expectations despite the human-centredness of their design, we are surprised. That's often because their design is superficial. This book is about having new eyes and new perspectives for understanding and exploring the universe of services with a certain kind of curiosity and imagination.| Item type | Current library | Collection | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|---|
| Book | MAIN LIBRARY Book | 658.5 IQB (Browse shelf(Opens below)) | 1 | Available | 113432 | |||
| Book | MAIN LIBRARY Book | 658.5 IQB (Browse shelf(Opens below)) | 2 | Available | 113433 | |||
| Book | MAIN LIBRARY Book | 658.5 IQB (Browse shelf(Opens below)) | 3 | Available | 111859 |
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Enhanced descriptions from Syndetics:
We think we know services - not a day goes by without using them - until we have to design them. It is then that their realities confront us, teasing us sometimes. While services have always been 'designed', the qualities of their designs are more important than ever, given how much more we depend on them. Thus the need for deepening our understanding of what services are, what they can be, and why they fail - often in unexpected ways. This book reveals the surprising design ofservices - their internal structure or 'DNA' - through simple diagrams. It introduces a language and format for describing the concept of a service with clarity and depth. And, it provides the principles for implementing strategy through design.
Includes bibliographical references and index.
The services sector is expanding faster than ever, and along with it new modes of failure arise, exposing us to unexpected costs and risks. Even the simplest of services are dynamic and complex in the way supply meets demand to fulfill a promise. Therefore, when they fail to meet expectations despite the human-centredness of their design, we are surprised. That's often because their design is superficial. This book is about having new eyes and new perspectives for understanding and exploring the universe of services with a certain kind of curiosity and imagination.
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