Total design : Managing the design process in the service sector

Abstract

Part 1 About this book and service design: introduction design management. Part 2 The stages of service design: marketing research the service design specification creativity, finding and assessing new concepts implementation innovation or incremental design in services the early stages of service design in detail. Part 3 Who does it?: design teams training for total service design. Part 4 Aspects of service design: queuing - the sign of a bad service technology transfer. Part 5 A worked example of total service design: Come Clean. Appendix: a discussion of design definitions.

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