Service Design FAQs

Click on a link below to access that FAQ (frequently-asked question) topic.


Design Quality Perception Variations Across Regions
Focused Reconfigurations
Late-Stage Reconfigurations
Region-Specific Configurations




Design Quality Perception Variations Across Regions

“Why do design quality perceptions vary across regions? After all, it's the same service everywhere (i.e., same configuration).”

You are correct that a single support service only has one configuration anywhere it is sold. However, customer preferences may vary across regions. Thus, preference for particular configurations don't have to be identical from region to region.

revised 09/12/2013
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listed under "Configuration"
listed under "Marketing"
listed under "Research Studies"





Focused Reconfigurations

“Can we focus a service reconfiguration on the customers in a region?”

Yes, you can focus a reconfiguration on a particular set of customers. However, please remember that each of your services has a single configuration across all regions. By focusing a service reconfiguration on some customers, you may be providing a less desirable service configuration to other customers in other regions. Each service has one and only one configuration; services do NOT have separate configurations for different regions at the same time.

revised 01/19/2007
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listed under "Configuration"
listed under "Reconfigurations"





Late-Stage Reconfigurations

“Is it wise to configure in the late stage of LINKS?”

Your perspective should be long-term, continuously trying to improve the overall state of your firm. If it’s appropriate to reconfigure for business/competitive reasons, do so regardless of how "late" it seems to be in LINKS. Manage your business for the long run. Besides, you probably will be making a final presentation at the end of LINKS, and it’s always appropriate to be able to discuss how you’ve continued to improve the competitive position of your firm even in later simulation rounds.

revised 09/11/2013
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listed under "Configuration"
listed under "Product Development"
listed under "Reconfigurations"





Region-Specific Configurations

“Is it possible to have a region-specific configuration?”

No, a configuration is the same in all regions. Each of your brands may have only one configuration at a time.

With varying customer preferences across regions, the implication is that trade-offs may be required in meeting customers' heterogeneous preferences. It is, of course, possible to target a brand's configuration toward the preferences of particular customers. But, that might be to the detriment of other customers in other regions who prefer alternate configurations.

revised 04/06/2000
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listed under "Configuration"
listed under "Product Development"
listed under "Reconfigurations"




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