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Service Design and Enterprise Risk Management for Knowledge-Based Services: A Practical Approach for Auditors and Consultants
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Author(s): Silvio Barbieri (State of Geneva, Switzerland), Giuseppe Catenazzo (AUS American Institute of Applied Sciences, Switzerland & ICN Business School, France)and Emmanuel Fragnière (University of Applied Sciences of Western Switzerland, Switzerland & University of Bath, UK)
Copyright: 2021
Pages: 19
Source title:
Handbook of Research on Recent Perspectives on Management, International Trade, and Logistics
Source Author(s)/Editor(s): Güner Koç Aytekin (Ufuk University, Turkey)and Çağlar Doğru (Ufuk University, Turkey)
DOI: 10.4018/978-1-7998-5886-7.ch001
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Abstract
Services make most of the value in developed economies. In knowledge-based (credence) services, during each transaction, clients look for transmission of value through advice, information, knowledge, or counselling. Providers and clients interact during the service profusion; the human nature of these transactions makes errors inevitable. This chapter intends to guide managers step-by-step in providing better services and managing risks effectively. Each phase includes the presentation of a hands-on managerial tool. To design or improve a service, blueprint can help to visualize and fine-tuning its value chain. Riskoprint allows capturing the complexity of service risks, their sources, and severity. Finally, feed-forward controls contribute to preventing and recovering from service failures.
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