Service Design

This operations management lecture discusses service design. Topics covered include the process of service design, the nature of services, the differences between product and service design, service demand variability, the phases in service design, the characteristics of well designed service systems, and the challenges of service design. We will also look at three contrasting service designs: production line approach, self-service approach, and personal attention approach.
This video has a companion video on product design. You should watch that video before this one. You can find it here: • Product Design
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