Strategy
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Alexis P Goncalves
In this article , " Service Design: An Appraisal ", Goncalves and Saco profile services as centered on the customer experience and as demanding a holistic approach to design through integrating strategies, systems, processes and touch-points. They illustrate their ideas with several examples. At the Ritz-Carlton hotels, scenography workbooks choreograph the brand from check-in to dining.
Great companies are almost always run by great management teams. And great management teams know that the only way to improve a process is to start by measuring it. Good metrics should also be actionable, and drive successful behavior.
Designing startup metrics to drive successful behavior | For Ent