TECHNOLOGY AND THE CREATION OF VALUE IN SERVICES - A CONCEPTUAL-MODEL

In this paper, a model to visualize service delivery processes is prop osed - mostly by pulling together concepts and relationships explored in various functional areas. Ir is based on the notion of value chain and emphasizes the connectedness - both internal and external - of act ivity nodes. Productivity, service quality, job enlargement and enrich ment and quality of worklife all hinge on how activities are grouped a nd on the nature and extent of interaction between nodes. Through its dual emphasis on internal and external client interfaces and on focuse d activity nodes, the model may be a useful tool for service and servi ce delivery process (SDP) designers trying to explore new and innovati ve ways to compete. It may be of particular assistance in the defensiv e or proactive assessment of the most complex impacts of information t echnology.