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

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

Silvio Barbieri (State of Geneva, Switzerland), Giuseppe Catenazzo (ICN Business School, France) and Emmanuel Fragnière (University of Applied Sciences of Western Switzerland, Switzerland & University of Bath, UK)
DOI: 10.4018/978-1-7998-5886-7.ch001
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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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Introduction

This chapter builds on the authors’ research and experience in services and risk management. We show both theory and practice elements to successfully manage services and, more specifically, knowledge-based (credence or professional) services. The chapter consists of four main parts: Next to the current introduction (section one), section two elaborates on the nature of service provision. Section three provides guidelines for effective service design. Then, the concept of risk management for services is explained in section four. In section five, we show an approach to handle (knowledge-based) service risks. Finally, takeaways, directions for future research, conclusions, references, and recommended readings complete the current reasoning in sections six to ten. #servicesandriskmanagement

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