Total design : managing the design process in the service sector / Gillian and Bill Hollins.
By: Hollins, Gillian
.
Contributor(s): Hollins, Bill.
Material type: 
BookPublisher: London : Pitman, 1991Description: xii, 212 p. ; 24 cm. + pbk.ISBN: 0273033387.Subject(s): Production managementDDC classification: 658.5752 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 658.5752 (Browse shelf(Opens below)) | 1 | Available | 00017715 |
Enhanced descriptions from Syndetics:
Explaining how service products should be designed and how this design process should be managed, the author identifies areas where problems most commonly occur. The book includes the findings of the first research undertaken on the step-by-step process of the design management of service products.
Includes bibliographical references (pages 204-208) and index.
About this book and service design -- Introduction -- Design management -- The stages of service design -- Marketing research -- The service design specification -- Creativity - finding and assessing new concepts -- Implementation -- Innovation or incremental design in services -- The early stages of service design in detail -- Who does it? -- Design teams -- Training for total service design -- Aspects of service design -- Queing - the sign of a bad service -- Technology transfer -- A worked example of total service design -- 'Come clean'.