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041			_aeng
082			_a658.4012 _bGHA-S
100			_aGharpure, Praful _948037
245			_aService delivery process framework: _bA lifecycle approach/ _cby Praful Gharpure
300			_a215 p.
505			_aIntroduction Urban services Conceptualising services Service formulation -collaboration Service generation- creation phase Service monitoring control phase Service delivery process framework SDPF Servive management institutional setup
520			_aAutomation in Service Delivery is on the agenda for every city administration, however with close to 7000 urban centres in a country like India, the Service Provision Mechanism is at different levels of maturity across these centres. Further, the components of the Service Delivery mechanism vary from state to state, driving the need for harmony in the overall approach to service delivery. This book is an attempt to evolve a best-fit ‘Process Framework’ which shall aid various stakeholders involved in the Service Delivery Mechanism including subject matter experts, service automation designers, administrators and students of urban planning / management, to derive a roadmap for their respective plans for designing and enhancing service provisions. The book outlines a ‘Lifecycle Approach’ to Service Delivery as a whole, with grouping of activities in each phase of the Lifecycle, leading to a set of processes in each phase. The whole set of such processes is amalgamated into an overall framework with an end-to-end view of the Service Lifecycle. The book also provides an illustration on the fitment of these processes into existing administrative structures, thereby delineating the roles and responsibilities which the existing resources within current setup need to adopt for successful rollout of the framework.
650			_aservice management _948038
650			_aIT service management _948039
650			_aService creation _948040
942			_cBK
999			_c12099 _d12099