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Service Design and Delivery

Overview of attention for book
Cover of 'Service Design and Delivery'

Table of Contents

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    Book Overview
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    Chapter 1 Understanding Services and the Customer Response
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    Chapter 2 Goods, Products and Services
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    Chapter 3 The IBM Story
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    Chapter 4 Rethinking Lean Service
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    Chapter 5 Designing Competitive Service Models
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    Chapter 6 Shifting from Production to Service to Experience-Based Operations
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    Chapter 7 Complex Deployed Responsive Service
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    Chapter 8 A Multi-organisational Approach to Service Delivery
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    Chapter 9 Through Life Costing
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    Chapter 10 The Practitioner View
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    Chapter 11 Are You Being Served?
Attention for Chapter 3: The IBM Story
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Citations

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