SERVICE by DESIGN
Richard B. Chase, William E. Youngdahl · Design Management Journal (Former Series) · 1992
LIKE PRODUCTS, SERVICES can be designed so that they are right the first time and every time. In this overview, Richard Chase and William Youngdahl point out critical issues and techniques – including comments on service strategy, the service delivery system, service flow analysis, and quality function deployment – that help assure quality. They conclude by identifying the seven features of a well‐designed service system.