Service Management Brain (Powered by USMBOK)
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Welcome to The USMBOK Service Management Brain™
Lexicon Item
Service Request Workshop (SRW)
Service Experience Design
Service Experience Map
Parents
4. Outside-In Thinking
Lexicon Item
S
Service Experience Design
Children
Channel (Provision or Delivery)
Consumer Action
Consumer Journey
Consumer Pathway
Consumer Scenario
Dumb Interaction
Excessive Wait
First Contact
Front Stage Action (On Stage)
Green Tag
Greet (Welcome Moment of Truth)
Hypothetical Impact Statement
Hypothetical Problem Statemnt
Initial Impact Statement
Initial Problem Statement
Interaction
Last Contact
Levels of Satisfaction
Line of Visibility (LOV)
Moment of Need (MON)
Moment of Truth (MOT)
Next Contact
Pre-Transaction (Service)
Provider Pathway
Red Tag
Service Failure
Servicescape
Supporting Processes
Thank You (Managed Consumer Exit)
Transaction
Yellow Tag