The SEG module covers the basics of customer-centric service engineering, including the iterative development approaches.
Service:
Service:
- What is a service?
- Economic meaning
- Cooperation between provider and client
- Service systems
- Value creation
- Process models for service engineering:
- Customer analysis & service innovation
- Ecosystem analysis, value flows
- Customer exploration, personas, context, segmentation
- Customer Journey
- Development of value propositions and of innovative service concepts
- Development of target customer journey and service blueprint
- Documentation of service concepts, customer and business processes
- Business models for services
- Cost analysis (fixed costs, process costs), revenue analysis
- Analysis of the cost/revenue structure of a service