Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and proc...

For manufacturers of complex engineering equipment, the focus on service and achieving outcomes for customers is the key to growth. Yet, the capability to provide service for complex engineered products is less understood.Taking a trans-disciplinary approach, Complex Engineering Service Systems covers various aspects of service in complex engineering systems, with perspectives from engineering, management, design, operations research, strategy, marketing and operations man...

Briefing is not just presenting a set of documents to the design team; it is a process of developing a deep understanding about client needs. This book provides both inspiration to clients and a framework for practitioners. The coverage extends beyond new build, covering briefing for services and fit-outs. Written by an experienced and well-known team of authors, this new edition clearly explains how important the briefing process is to both the construction industry, in delivering well-de...

This book is a novel treatment of Operations Management. It takes a fresh insight to this increasingly important topic, exploring fundamental principles equally applicable to service and manufacturing situations. The book adapts a strategic stance by providing a framework for effective decision making and is aimed at practising managers who need to design working processes, manage change and make decisions within a strategic framework. The framework and supporting case vignettes allow the ...

Design management as a recognised role in the built environment industry is relatively new, initially arising from the need for better co-ordination and delivery of design information from design teams to main contractors - particularly important as procurement routes involving contractor led design have become much more commonplace. The advent of design packages driven by specialist sub-contractors has also increased the need for co-ordination and management of the design process. With th...

The Sustainable Learning Networks in Ireland and Wales project was part-funded by the European Regional Development Fund (ERDF) through the INTERREG IVA Ireland Wales programme 2007-2013. The project was undertaken by the Centre for Enterprise Development and Regional Economy, School of Business, Waterford Institute of Technology, Ireland in partnership with the School of Management and Business, Aberystwyth University, Wales. The primary goal of the SLNIW project was to increase the compe...

This chapter provides an overview of the Thinking Processes, their nature and use; addressing the TP's conceptual, philosophical and methodological foundations; cataloguing their use and practice as reported in the published literature; discussing the need, the design and purpose of the TP's; and reviewing their effectiveness, on their own, in concert with one another, or with other decision-making methods. We find that TOC serves as a near-complete methodological set on its own, and note syn...

Resilience engineering has since 2004 attracted widespread interest from industry as well as academia. Practitioners from various fields, such as aviation and air traffic management, patient safety, off-shore exploration and production, have quickly realised the potential of resilience engineering and have became early adopters. The continued development of resilience engineering has focused on four abilities that are essential for resilience. These are the ability a) to respond to what ha...

A comprehensive, practical introduction to one of the most important new trends in manufacturing, globallyThe delivery of a service component as an added value when providing products, servitization is all the rage in the manufacturing sector around the world. Yet, despite the clear competitive advantage of servitization, most manufacturers remain reluctant to venture into, what for them, is a strange new world. Written by a team of internationally respected servit...

Security Science integrates the multi-disciplined practice areas of security into a single structured body of knowledge, where each chapter takes an evidence-based approach to one of the core knowledge categories. The authors give practitioners and students the underlying scientific perspective based on robust underlying theories, principles, models or frameworks. Demonstrating the relationships and underlying concepts, they present an approach to each core security function within the con...

Traditional project management approaches assume that project contexts are unchanging and key factors, though complicated, are reducible to unambiguous elements for management and control. Whilst this assumption has simplified the task for writers and educators, it is increasingly being recognised that these techniques do not work in projects which may be described as complex (due to their size, technical difficulties, conflicting environmental and political constraints or poorly understoo...

There has been a sea-change in the focus of organizations - whether private or public - away from a traditional product- or service-centricity towards customer-centricity and projects are just as much a part of that change. Projects must deliver value; projects must involve stakeholders, and Elizabeth Harrin and Phil Peplow demonstrate convincingly that stakeholders are the ones who get to decide what ’value’ actually means. Customer-Centric Project Management is a short guide explaining w...