I shutter when I think about it. But some organizations have to start this way. Not my recommended method.

1. Business901

2. Inside – Out
Business901

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5. Business901

7. Pre-Purchase Purchase Post Purchase
Line of Interaction
Line of Visibility
Line of Internal Interaction

9. Not used
at this time

10. Not used
at this time
Services – Information

11. Business901

12. Not Used
At this time

14. Services – Information

15. Pre-Purchase Purchase Post Purchase
Line of Interaction
On Stage Actions
Line of Visibility
Back Stage Actions
Line of Internal Interaction
Support Processes

16. Pre-Purchase Purchase Post Purchase
Line of Interaction
On Stage Actions Line of Visibility
Back Stage Actions Line of Internal Interaction
Support Processes

17. Pre-Purchase Purchase Post Purchase
On Stage Actions
Back Stage Actions
Support Processes

18. Engage Connect Customize Collaborate Advocate

19. Engage Connect Customize Collaborate Advocate
$5,000 $2,000 $2,000 $1,500 $3,000

20. Engage Connect Customize Collaborate Advocate
Sales Sales
Marketing Sales Service Service
Acctng IT
Service Service
Marketing Purchasing IT Sales
IT
Vendor Consultant Vendor Partner

21. Pre-Purchase Purchase Post Purchase
On Stage Actions
Back Stage Actions
Support Processes

22. Pre-Purchase Purchase Post Purchase
On Stage Actions

23. Pre-Purchase Purchase Post Purchase
Back Stage Actions

24. Pre-Purchase Purchase Post Purchase
Support Processes

25. Pre-Purchase Purchase Post Purchase

29. Purchasing Service
IT Service
Sales

30. Pre-Purchase Purchase Post Purchase
On Stage Actions
Back Stage Actions
Support Processes

31. Pre-Purchase Purchase Post Purchase
Customer Desired Re-actions
On Stage Actions
Back Stage Actions
Support Processes

32. Engage Connect Customize Collaborate Advocate

34. Engage Connect Customize Collaborate Advocate

37. Services – Information

38. Customer Experiences (Actions)
Line of Interaction
On Stage Actions Line of Visibility
Back Stage Actions Line of Internal Interaction
Support Processes

39. Customer Experiences (Actions)
Line of Interaction
On Stage Actions Line of Visibility
Back Stage Actions Line of Internal Interaction
Support Processes

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43. Resources Used
Books:
This is Service Design Thinking: Basics - Tools - Cases
Lean Thinking: Banish Waste and Create Wealth in Your Corporation,
Revised and Updated
The Experience Economy: Work Is Theater & Every Business a Stage
Websites:
Business901” http://business901.com

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