Q1

Describe service dominant logic. Using examples, discuss how a service dominant approach leads to the creation of new business models. Can you identify the stages of transformation?

1500 words.

Q2

Choose a service you have experienced or your organisation provides and consider expectations.

Create a SIPOC of the top level processes and related customers and suppliers. Map that customer journey, this should be one specific experience, the more detail the better. Consider the different expectations and evaluate the touchpoints in the service. What measures would be appropriate to evaluate the systems?

1500 words