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innovation and
entrepreneurship

Activity – Improving a service process

By John Bessant

March 17th, 2015 comment

 

 

Think about a service process which you have been involved in recently – a visit to the bank, shopping, waiting in a restaurant, booking tickets online, etc. Now try using some of the tools below – or others you can think of – to explore ways in which this process could be improved.

 

Process mapping

 

5 Whys

 

Fishbone diagram

 

Soft systems analysis

 

Levels of abstraction

Tags: activity, creativity

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