Process Design

Hi all,

So kudos to those of you who resourceful and brave enough to find and post a process video! Yes, that would be Quin and Malcolm!

Quin provides us with an opportunity to discuss service process design, particularly service encounter customer contact requirement, and process design in the context of the service positioning matrix (Collier & Evans, 2013, p. 140-143).

In fact, instead of me doing this analysis for you, let's do it together on Monday morning. So for Monday, watch Quin's brief video, read his post, and think about these questions referring to Collier chapters 6 & 7...

• What is the service encounter customer contact requirement for library copier services?
• What degree of customer discretion, freedom and decision-making power is needed?
• How repeatable should the service encounter process be?
• Where does this process fit on the service positioning matrix, and what are the cost and service quality perception implications?

A special shout-out to Shaina for excellent follow-up questions, and Karson for the process flowcharting expertise demonstrated in her post!

See you all on Monday.