Table of Contents
I. INTRODUCTION AND OVERVIEW.
1. Designing Services - an Introduction.
Competing Through Service Quality - a Fictional Case Study.
Competing Through Service Quality - Three Industry Examples.
Relationship Between Products and Services. Creating High-Quality
Service - Service Design and Delivery. Total Service Design.
Conclusion.
2. The Service Design and Management Model - A
Methodological Overview.
Basic Concepts: Vacation Planning Example. The Service Design and
Management Model. Overview of Model Stages. Organization of
Chapters. Using This Book to Manage and Improve Existing Services.
Introducing the "Service Edge" Restaurant. Conclusion.
II. DESIGN.
3. Developing Design Specifications - Part 1: Defining Design
Attributes.
Introduction to Quality Function Deployment. Identifying Customer
Needs - HOQ Room 1. Generating Design Characteristics - HOQ Rooms 2
and 3. Determining Importance of Attributes - HOQ Rooms 6 and 7.
Conclusion.
4. Developing Design Specifications - Part 2:
Setting Design Performance Standards.
Design Performance Standards. Measuring the Desired Performance
Level. Customer and Technical Benchmarks - HOQ Rooms 4 and 5. The
Performance/Satisfaction Function. Setting Design Performance
Standards - HOQ Room 8. Estimating the Performance/Satisfaction
Relationship. Experimental Designs with Attributes at Two Levels.
Analyzing Profiles with Attributes at Three Levels. Conclusion.
5. Generating and Evaluating Design Concepts.
Functional Analysis. Defining and Documenting Processes. Concept
Generation. Evaluating and Selecting Concepts - Description of the
Pugh Method. Using the Pugh Method to Evaluate Restaurant Concepts.
Conclusion.
6. Performing Detailed Process Design - Part 1:
Generating Design Alternatives.
Partitioning the Design Concept - Detailed Design Activity 1.
Generating Design Alternatives - Detailed Design Activity 2.
Predicting Design Alternative Performance - Detailed Design
Activity 3. Performance Functions - Detailed Design Activity 3.
Specifying Variability Using Distributions - Detailed Design
Activity 3. Properties of a Good Design. Conclusion.
7.
Performing Detailed Process Design - Part 2: Evaluating and Testing
Alternatives.
Evaluating Design Alternatives - Detailed Design Activity 4.
Introduction to Simulation Models. Service Edge Restaurant
Simulation Models Inputs - Detailed Design Activity 5. Service Edge
Simulation Model Structure - Detailed Design Activity 5. Service
Edge Simulation Model Outputs - Detaileddesign Activity 5.
Analyzing and Modifying Designs - Detailed Design Activity 6.
Functional Design - Detailed Design Activity 7.
III. MANAGEMENT AND IMPROVEMENT.
8. Implementing the Design.
Design Implementation Plan. Service Construction Plan. Testing
Plan. Communications Plan. Rollout and Transition Plans. Service
Management Plan. Conclusion.
9. Measuring Performance.
Performance Monitoring and Stabilization Procedure. Service
Performance Metrics. Collecting the Right Data for Service
Management. Data Analysis and Reporting. Monitoring Service
Performance - Service Edge Restaurant Example. Conclusion.
10.
Assessing Customer Satisfaction.
Effect of Market and Customer Changes on Satisfaction. Defining
Customer Satisfaction - Disconfirmation Model. Expectations. Other
Models of Satisfaction. Satisfaction and Value. Measuring
Satisfaction. Conclusion.
11. Improving Service
Performance.
Evaluating the Financial Impact of Customer Satisfaction - Step 1.
Setting Strategic Improvement Targets - Step 2. Evaluating the
Impact of Service Performance on Satisfaction - Step 3. Selecting
Attributes for Improvement - Step 4. Specifying Improvements at the
Process Level - Step 5 and Step 6. Developing an Optimal Process
Improvement Strategy - Step 7. Conclusion.
12.
Conclusion.
Closing the Loop - Restarting the Design Cycle. Integrated Design
of Service Features, Facilities, and Processes. Good-Bye.
Glossary.
Bibliography.
Index.