Before revision: The framework consists of seven elements: The customer experience Performance management and improvement Demand and capacity management People capability Process context Delivery – process design Strategy, governance, and leadership SOMS was created by the Centre for Service Management in the School of Business and Economics at Loughborough University URL in response to requests from trainers and instructors in the service sector; and is based on academic research from the Centre for Service Management.Radnor, Z, Bateman, N, Esain, A, Kumar, M, Williams, S (2015) Public Service Operations Management A Research Handbook, Routledge, Business/IT dialogue The MIT Center for Information Systems Research (CISR), a research group at the MIT Sloan School of Management, suggests that an operating model is useful to guide IT investment URL IT investment must support the operating model.
After revision: The framework consists of seven elements: The customer experience Performance management and improvement Demand and capacity management People capability Process context Delivery – process design Strategy, governance, and leadership SOMS was created by the Centre for Service Management in the School of Business and Economics at Loughborough University in response to requests from trainers and instructors in the service sector; and is based on academic research from the Centre for Service Management.Radnor, Z, Bateman, N, Esain, A, Kumar, M, Williams, S (2015) Public Service Operations Management A Research Handbook, Routledge, Business/IT dialogue The MIT Center for Information Systems Research (CISR), a research group at the MIT Sloan School of Management, suggests that an operating model is useful to guide IT investment URL IT investment must support the operating model.