Service Design and Enterprise Risk Management for Knowledge-Based Services

Silvio Barbieri (1) , Giuseppe Catenazzo (2, 3) , Emmanuel Fragnière (4)

1 HES-SO - Haute Ecole Spécialisée de Suisse Occidentale
2 ICN Business School
3 CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises
4 University of Applied Sciences of Western Switzerland

Services make most of the value in developed economies. In knowledge-based (credence) services, during each transaction, clients look for transmission of value through advice, information, knowledge, or counselling. Providers and clients interact during the service profusion; the human nature of these transactions makes errors inevitable. This chapter intends to guide managers step-by-step in providing better services and managing risks effectively. Each phase includes the presentation of a hands-on managerial tool. To design or improve a service, blueprint can help to visualize and fine-tuning its value chain. Riskoprint allows capturing the complexity of service risks, their sources, and severity. Finally, feed-forward controls contribute to preventing and recovering from service failures.

Domaines: Sciences de l'Homme et Société

Silvio Barbieri, Giuseppe Catenazzo, Emmanuel Fragnière. Service Design and Enterprise Risk Management for Knowledge-Based Services: A Practical Approach for Auditors and Consultants. Güner Koç Aytekin; Çaglar Dogru. Handbook of Research on Recent Perspectives on Management, International Trade, and Logistics, IGI Global, pp.1-19, 2021, 9781799858867. ⟨10.4018/978-1-7998-5886-7.ch001⟩. ⟨hal-03109649⟩