Subject category:
Production and Operations Management
Published by:
IESE Business School
Version: 15 November 2011
Length: 15 pages
Data source: Generalised experience
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Abstract
The SAS describes the activities to transform an idea to a service delivery reality that is in constant change. It acknowledges a service as an unfinished proposal that needs constant tuning. The SAS has to be configured to pursue the company's strategic proposal. It will respond to the strategy by generating a materialized service that provides reality to the strategic intent. But, an 'alive' service that is in constant movement.The SAS has eight activities (see figure 1) divided into three chains: the design chain, the operational structure chain and the delivery and sustainability chain. The design chain goes from concept development and service engineering, to prototyping. The operational structure chain deals with the configuration of the service's operational structure and the definition of service performance indicators. The delivery and sustainability chain addresses the requirements for the actual service delivery.
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Abstract
The SAS describes the activities to transform an idea to a service delivery reality that is in constant change. It acknowledges a service as an unfinished proposal that needs constant tuning. The SAS has to be configured to pursue the company's strategic proposal. It will respond to the strategy by generating a materialized service that provides reality to the strategic intent. But, an 'alive' service that is in constant movement.The SAS has eight activities (see figure 1) divided into three chains: the design chain, the operational structure chain and the delivery and sustainability chain. The design chain goes from concept development and service engineering, to prototyping. The operational structure chain deals with the configuration of the service's operational structure and the definition of service performance indicators. The delivery and sustainability chain addresses the requirements for the actual service delivery.