Complex Service Delivery Processes

This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the client’s lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.

Different types of organizations provide services that require multiple, complex services to produce results. Oftentimes, those complex services morph into a maze of system processes that crisscross, impeding the smooth operation of processes and value creation. So how can you manage multiple services efficiently and effectively? This book outlines the strategy and execution needed to meet your goals. Numerous examples, exercises, and tools are included to help explain and clarify. The revised fourth edition includes a new focus on the impact of artificial intelligence in complex services, as well as links to video clips and podcasts. Professionals, semi-professionals, and technical workers in all areas, from law to medicine, accounting to engineering, social work to architecture, will find this book an invaluable tool in achieving success.

Betriebliche Weiterbildung soll lebenslanges Lernen im Arbeitskontext ermöglichen und befördern. Diese wird immer wichtiger, da sich das wirtschaftliche Umfeld immer dynamischer durch globalen Wettbewerb von Arbeit, Produktion und Dienstleistungen verändert. Dies bedingt auch veränderte Bedarfe an Fertigkeiten und Fähigkeiten sowie dem notwendigen Fachwissen. Es ist wettbewerbskritisch für Mitarbeiter und Unternehmen, kontinuierlich und immer besser lebenslang zu lernen. Daher gilt die betriebliche Weiterbildung als wichtige Voraussetzung, um volkswirtschaftliches Wachstum zu erreichen und zunehmend globalisiertem Wettbewerb begegnen zu können. In diesem Kontext widmet sich die vorliegende Arbeit der Erforschung von Messung und Beeinflussung der Produktivität von IT-gestützten Weiterbildungsformaten, konkret der Gestaltung von IT-gestützten Weiterbildungsformaten unter Berücksichtigung von Effizienz und Effektivitätsgesichtspunkten.

This book constitutes the thoroughly refereed proceedings of the 10th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2015, held in Dublin, Ireland, in May 2015. The 22 full papers, 11 short papers and 10 short papers describing prototypes and products were carefully reviewed and selected from 111 submissions. The papers are organized in topical sections on design science research in action; meta perspectives; data mining and analytics; emerging themes; design practice and design thinking; and prototypes.

The European Journal of Tourism Research is an interdisciplinary scientific journal in the field of tourism, published by Varna University of Management, Bulgaria. Its aim is to provide a platform for discussion of theoretical and empirical problems in tourism. Publications from all fields, connected with tourism such as management, marketing, sociology, psychology, geography, political sciences, mathematics, statistics, anthropology, culture, information technologies and others are invited. The journal is open to all researchers. Young researchers and authors from Central and Eastern Europe are encouraged to submit their contributions. Regular Articles in the European Journal of Tourism Research should normally be between 4 000 and 20 000 words. Major research articles of between 10 000 and 20 000 are highly welcome. Longer or shorter papers will also be considered. The journal publishes also Research Notes of 1 500 – 2 000 words. Submitted papers must combine theoretical concepts with practical applications or empirical testing. The European Journal of Tourism Research includes also the following sections: Book Reviews, announcements for Conferences and Seminars, abstracts of successfully defended Doctoral Dissertations in Tourism, case studies of Tourism Best Practices. The European Journal of Tourism Research is published in three Volumes per year. The full text of the European Journal of Tourism Research is available in the following databases: EBSCO Hospitality and Tourism CompleteCABI Leisure, Recreation and TourismProQuest Research Library Individual articles can be rented via journal's page at DeepDyve. The journal is indexed in Scopus and Thomson Reuters' Emerging Sources Citation Index. The editorial team welcomes your submissions to the European Journal of Tourism Research.

If there is any one element to the engineering of service systems that is unique, it is the extent to which the suitability of the system for human use, human service, and excellent human experience has been and must always be considered. An exploration of this emerging area of research and practice, Advances in the Human Side of Service Engineering covers a broad spectrum of ergonomics and human factors issues highlighting the design of contemporary service systems.

Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.