ARE YOU BEING SERVED? RESEARCH INTO SERVICE DESIGN MANAGEMENT COMPARED TO PRODUCT DESIGN AND THE DEVELOPMENT OF BS 7000 – 3 ‘GUIDE TO MANAGING SERVICE DESIGN’
Editor: Marjanovic D.
Author: Hollins, B.
Section: DESIGN RESEARCH AND TECHNOLOGY
Page(s): 273 - 278
Research of managers responsible for the design process in the service sector around London show they are operating at a suboptimal level and as such, are not developing their new services effectively. These findings will be described. The results were used in the compilation of the new British Standard on the management of service design. The resulting more user friendly’ structure will be presented to the conference. In services by definition, production and consumption occur together, the customer often interacts directly with the supplier. Interface differences observed in the delivery of services within developed and developing countries will be described. Conclusions have been drawn that can improve the overall design of services.