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Skip to 0 minutes and 9 secondsService design is fundamental. Before you industrialize services, you have to ensure the customer is at the heart of this process. During this third week, we’re going to explore how to create a service catalog, which is the cornerstone of any attempt to industrialize services. The customer is at the center of the service catalog, In addition, the customer is also at the center of the customer experience. This week puts a lot of focus on managing customer-related issues. Many companies overlook how they communicate about their services. That’s why the service catalog is so important for efficient communications. And don’t try and save money by forgetting the 13 service management process in the ISO 20000 standard. They’re essential for quality service.

Skip to 0 minutes and 55 secondsThey enable you to provide the right service at the right time in a way that matches the customer’s expectations and the company’s abilities.

Introduction à la semaine 3

Le design des services est fondamental avant l’industrialisation et nécessite toujours de mettre le client au centre.

dans cette troisième semaine nous allons voir comment rédiger un catalogue de service qui est la pierre angulaire de toute démarche d’industrialisation.

Le client est au centre de ce catalogue de service… mais pas que … LE CLIENT est aussi au centre du parcours client et de l’experience client. Beaucoup d’aspects client à bien traiter au cours de cette semaine.

Beaucoup d’entreprise négligent l’information autour des services fournis, d’où l’importance de bien communiquer autour de ce catalogue de service.

Impossible de faire l’économie des 13 processus de gestion de service décrit dans la norme ISO 20000…c’est le prix à payer pour fournir le bon service, au bon endroit dans une synchronisation parfaite entre les attentes clients et les capacités des salariés de l’entreprise

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Transformation digitale des services et des entreprises

Grenoble Ecole de Management

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