Email the author FRAMEWORK FOR BUILDING A SERVICE VISION STATEMENT
Abstract
The product vision sets the end state for what a product will deliver, and guides every action taken to develop or enhance it. This is also similar for a service, which is instead intangible, unique to each customer, inseparable from its provider, and non-storable. A good service vision is therefore critical for its success. There are, however, several challenges in translating vision into a competitive product or service, like demanding time constraints, fire-fighting instead of proactive management, inconsistent stakeholder opinions, or market dynamics.While considerable attention has been given to product vision building, service vision building has been less addressed. This paper proposes a framework for service vision development (in the IT domain), based on the creative usage of the Anticipatory Failure Determination method. A case study related to an integrated knowledge management service is also presented.
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