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SOM - Coggle Diagram
SOM
Deliver
Designing the customer experience
Designing the service process
Measuring controlloing managing
Managing people
Managing service resources
Connect
Understanding customers and relations
Customer expectations and perceptions
Supply network and supplier relations
Implement
World class service organization
Understanding and influencing culture
Creating and implementing strategy
Improve
Continous improvement
Learning from problems
Learning from other operations
Introduction
Challenges
Introduction to SOM
Frame
Service Concept