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Service Technology Concepts (4 points)
Messages
Contracts
Synchronous mode ( communicate without Techs)
Asynchronous mode (with tech)
Whats Service Design
Its the activity of planing and organize
people,
infrastructure,
Communication
and material components of a service
-> to improve quality and interaction between provider and customer
Service Blueprint (1.)
Graphic to illustrate and perceive (wahrnehmen)
+customer
+provider
the use of a service -process
Service Encounter ( Begegnungen) TYPES?
Technology..
.. free service eincounter (psychologist)
.. assisted service encounter (Xray)
.. facilitated service encounter (Development together with customer + provider of process optimizing)
.. mediated service encounter (Receptionist)
.. generated service encounter (ATM
What ist technology
Use of scientific knowledge for a goal or purpose
Service Prototyping
procedure which represents a complete service or parts to allow its experience for exploration
rapid service prototype
its a developement process employing a series of prototypes to continously approach the final service design by repeating and refinement
What ist remote service?
Its a technical service or process that can be delivered by telecommunication networks at a remote location
proactive multimedia communications service to support, repair, maintain, and optimize machines, equipment, systems,
and devices.
Characteristics of Remote Service
Proactive Secure Auditable (Überprüfbar)
Benefits Remote Service (5)
Increase Up-Time (Betriebszeit erlängern)
Control Service Cost
Streamline Administration (Rationalisierung der Verwaltung)
Focused Service (reacting before Failure comes = Predictive)
Customer Satisfaction
Whats a Service System
its a system of people and Technology which adapts to the changing value of information in the system
Data VS Information
Date = raw informations with no context
Informations = Facts with context (specific meaning)
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