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L15
L15R2. Benson P. Shapiro, V. Kasturi Rangan & John J. Sviokla, "Staple Yourself to an Order", Harvard Business Review, July-August 1992
Fri, 07/10/2009 - 23:04 — adminGuide Questions:
- What does 'stapling yourself to an order' entail?
- What kind of issues can be discovered using this technique?
- How does this technique become relevant to service innovation and improvement?
L15R1. Robert J. Glushko & Tim McGrath, Chapter 11, "Document Engineering", MIT Press, 2005
Fri, 07/10/2009 - 23:04 — adminGuide Questions:
- What is the concept of document ethnography, and how does it differ from more general ethnography?
- How can this concept be used in service design?
