Digital and Analogue interactions: Process Chain Networks for the Design of Service Processes

Designing for customer resources in service processes can impact efficiency, economies of scale, control and customization. There are analogue or digital process steps, digital will be embedded into devices or software. Knowing when to use analogue and digital is a service design choice. Process Chain Network diagrams can aid decision making and help design for service interactions and user acceptance. Case examples using the methodology illustrate the design and theoretical approach. These case examples show service process design is a strategic and competitive mechanism for service organizations.