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Service Design and Enterprise Risk Management for Knowledge-Based Services: A Practical Approach for Auditors and Consultants

Abstract : 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.
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https://hal.archives-ouvertes.fr/hal-03109649
Contributor : Valorisation Service <>
Submitted on : Wednesday, January 13, 2021 - 8:48:26 PM
Last modification on : Tuesday, April 20, 2021 - 6:20:01 PM

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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⟩

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