Abstract
Service value is realized within the interaction of client and provider, and the Enterprise Image (EI) creates a picture of a moment in time of the working relationship. The EI focuses on a contractual relationship between two parties and identifies the resources used and who controls them. The resources included in the image are those that are required to achieve the outcome desired from a client/provider interaction. The approach has been applied to many different operations, for example, service maintenance, product provision, and consulting. EIs have proven useful in management decision making, service development, communication, and understanding complex enterprises.
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Acknowledgment
The author would like to acknowledge all colleagues whose work contributed toward the development of the EI approach and who provided source material for case examples: particularly, Trevor Mapondera (Nurseline Healthcare Ltd.), who helped with the healthcare case example; Ellen Hughes (UWE), who supported the development of this chapter, and extensively employed and tested EI as part of the Bristol and Bath by Design project, AHRC [AH/M005771/1]; and Dr Valerie Purchase (Ulster) and John Mills (IFM, Cambridge), who co-created the original approach as part of the S4T project funded by Engineering and Physical Sciences Research Council (EPSRC) and BAE Systems [EP/F038526/1].
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Parry, G. (2018). Enterprise Imaging: Picturing the Service-Value System. In: Kohtamäki, M., Baines, T., Rabetino, R., Bigdeli, A. (eds) Practices and Tools for Servitization. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-76517-4_19
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