Service Operations: An Integrative Framework for Agile Service Design, Delivery and Operations

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Conference article in proceedings
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Date
2018
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Language
en
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Design4Health
Abstract
This paper reports on the discovery phase of an econsultation project, that aimed to deliver a technology enabled service for consultations between healthcare professionals and patients to occur using digital communication tools. The project involved a mixed methods research phase that supported agile service design work. A number of learnings were derived from the project and these are contextualized into high-level framework for agile service design that starts from a Minimum Viable Service through provision of a Minimum Living Service (MLS) through to a Minimum Sustainable Service.
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Keywords
service design, agile, socio-technical design, consultations
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Citation
Knight , J , Gibbons , C & Ross , E 2018 , Service Operations: An Integrative Framework for Agile Service Design, Delivery and Operations . in K Christer , C Craig & D Wolstenholme (eds) , Design4Health : Proceedings of the 5th International Conference on Design4Health . Sheffield Hallam University Press , International Conference on Design4Health , Sheffield , United Kingdom , 04/09/2018 .