HTH 102 Lecture Notes - Lecture 5: Systems Theory, Taco Bell, Service Innovation
6 Mar 2016
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Explain what we can learn from flowcharting a service. Develop a blueprint for a service process with all the typical design elements in place. Understand how to use fail-proofing to design fail points out of service processes. Know how to set service standards and performance targets for customer service processes. Understand how service process redesign can improve both service quality and productivity. Be familiar with the concept of service customers as co-creators and the implications of this perspective. Understand the factors that lead customers to accept or reject new self-service technologies (ssts). 9: know how to manage customers" reluctance to change their behaviors in service processes, including adoption of ssts. As of march 31, 2013 starbucks had 10 million active users & 3 million mobile payments per week. Understand how to design and manage service processes: process improvement = service improvement. Society has had a habitual fascination with innovation for tangible products and hard technologies.
