Chapter 6. Service Contracts (Standardization and Design)
6.1 Contracts Explained
6.2 Profiling this Principle
6.3 Types of Service Contract Standardization
6.4 Contracts and Service Design
6.5 Risks Associated with Service Contract Design
6.6 More About Service Contracts
6.7 Case Study Example
Service contracts are a focal point of service design because they are central to just about everything services do. Although at a fundamental level this principle simply requires the use of formal or standardized contracts (Figure 6.1), it actually implies much more. Each individual part of the contract needs to be carefully measured and refined and because ...
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