All the articles are very interesting, two draws my attention especially:
Nicola Morelli's 'Beyond the experience: In search of an operative paradigm for the industrialisation of services' , which talks about the industrialisation of services in the public sector. Morelli says:
"The process of building the service starting from the customers’ experience canThis is very true in some of my case study experience, and also interestingly ties into the three themes of my findings: People, Process and Knolwedge. although mine still needs a bit thought-through ;-]
be compared with a process of reverse engineering of such experience. The
experience is de-composed in elementary modules. A set of competences, knowledge and technologies is associated to each of those modules. [...] The
disaggregation of service systems in modular structures makes it possible to
shift the production process for those services from a centralised and vertical
logic to a decentralised and horizontal one."
Soumitri Varadarajan proposed a design for the new university design programme of Service Design in India. A nice piece to read if you have the ambition to set up Service Design programme in your own university or maybe like what we do here in Dundee - integrate the elements of Service Design into the teaching of all kinds of design courses.