Extending the effectiveness of service mapping

Abstract

In most organisations that offer either a service or a product service bundle to the market, much time is spent on resolving an apparent conflict of interests between achievement of external effectiveness and internal efficiencies in the preparation and delivery of service. Bicheno, Gopalan and Mahesh contend that this apparent conflict can be resolved to a great extent if due care is taken in the use of appropriate tools. They review existing service mapping tools and extensions like Information flow, the Kano model and Failsafing which can be successfully used with existing models. They also propose exploratory extensions using the dimensions of service quality to analyse service in supply chains.