Service Management - Outcomes

Question 1

Service

Answer 1

Means of enabling value co-creation by facilitating OUTCOME that customers want to achieve, without the customer having to manage specific costs and risks

Question 2

Outcome

Answer 2

A result for a stakeholder, enabled by one or more outputs
Uber example - get to point A to B (less time and hassel). Using uber saved $, no rental car, parking, gas and insurance
I was able to reduce risk (using Uber, reduce risk and not need to park, stealing the car, breaking in, etc). vs. Rental car in suburbs

Different risk, cost from Service Provider and have smart phone (w/data plan and money account to pay) Co create with provider
Waiting for Uber, miss meeting
Scale pic, value reduces risk and shift to consumer

Question 3

When the value proposition is GOOD, a business agreement can be made

Answer 3

Value propositions change when the factors change

Question 4

Output

Answer 4

A tangible or intangible deliverable of an activity

Question 5

Outcome vs. Output difference

Answer 5

Services facilitate outcomes THROUGH one or more Outputs (i.e report, email, tangible item comes out service). Dion video is output (EASIER TO MEASURE)
You should care more about the Outcome than the output. ie. if you pass the test, you achieved outcome. OUTCOMES ACHIEVE RESULTS (INTANGIBLE)

Question 6

Create metrics that MEASURE OUTCOMES and not just outputs

Answer 6

otherwise people will do things (outputs) but not meet the outcome of the activitiy