製造與服務流程英文版(ppt 44頁)

主要內容
Basic process flow structures
Manufacturing process flow design
Service Business
Service Strategy: Focus & Advantage
Service-System Design Matrix
Service Blueprinting & Service Fail-safing
Characteristics of a Well-Designed Service Delivery System
Managing Customer Introduced Variation
Applying Behavioral Science to Service Encounters
Service Guarantees as Design Drivers

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