An exploration of inter-functional integration in the new service development process

Article Abstract:

The role of inter-functional integration in the new service development process is analysed by studying two new internal ICT services developed at one of EuropeEs largest service providers, Consignia, the U.K postal service. The conceptual framework, incorporating the dimensions of process, context and outcomes, provides the analysis. The critical factors underlying the inter-functional activities and outcomes are level and timing of appropriate functional stakeholders, influence of relationships with external stakeholders, formalisation and ownership of authority and shared understanding o goals and influence of shifting organizational contexts.

Regulation and Administration of Communications, Electric, Gas, and Other Utilities, Public Mail & Express Services, Postal Services, Postal Service, U.S. Postal Service, Material Handling Equipment Manufacturing, Construction and Related Machinery, Mail Delivery Systems, Postal Service & Subsidies, Case studies, Royal Mail Group PLC, United Kingdom. Postal Services Commission

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What is service quality when 'service' equals regulation?

Article Abstract:

The importance of high quality service in the public sector is discussed. Competence and good communication skills proved to be more important in customer relations than reliability for the public sector.

Customer Relations, Statistical Data Included, Evaluation, Services, Customer service, Public sector

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A service-informed approach to regional innovation - or adaptation?

Article Abstract:

A study conducted to analyze the approach of service-informed interpretation of economic growth is presented. Studies required for understanding the economic adaptability are described.

Science & research, Research, Methods, Analysis, Economic stabilization, Commerce

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