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OPPORTUNITIES FOR SERVICE DELIVERY INNOVATION: THE PROVIDER PERSPECTIVE -…
OPPORTUNITIES FOR SERVICE DELIVERY INNOVATION: THE PROVIDER PERSPECTIVE
Universal Job Map for Providing Service
Define the job that service providers are trying to get done
Map the steps involved in doing that job
Opportunities related to the Core Job - Complement core business
Product
Nike + IPod Sport Kit (Service +Product)
Services
John Deere GPS
Questions Used to Map the Job of Providing Service
Defining post life steps
Defining the service Delivery Steps
Defining Predelivery Steps
Validating Questions
What it takes to deliver efficient and effective service at each step from a provider perspective
Service Provider Perspective
Conclude Service
Respond Customer inquiries
Modify and/or Maintain Service Delivery as Needed
Verify and/or Monitor Successful Delivery or Results
Deliver the Service to a Specific Customer
Manage Cutomer Behavoirs and/or Role Execution
Prepare Customer for their Role
Prepare Rosources
Gather Materials, Equipment and/or Information
Coordinate with Internal and/or External Service Partners
Schedule and/or Assign Rosurces
Determine What Rosources are Needed
Verify that the plan will satisfy customer needs
Develop a plan to satisfy customer needs
Define and/or assess customer needs and/or wants
Recieve customer contact
Promising service innovation opportunities
What opportunities exist:
Select a Product
Purchace a Product
Install and/or deploy a product
Learn how to use a product
Use a product
Move and/or store a product
Mantain a product
Upgrade and/or update a product
Dispose of a product
