The Service Management System model was developed by RIchard Norman in the 80's. However ot is just as relevant today, when it comes analyze a business' servicedelivery, not just within the service industry, but all kinds of services provided by any business, internal and external.
The playlist consists of six videos:
- ONE introduction video, that goes through the whole model and
- FIVE videos where we take you through each of the models elements; the Service Concept, the Service Delivery, the Market Segment, the Image and Culture & Philosophy of the busienss.