How redesigning the employees' role
can improve the front-end outcomes
This is the result of a literature research on the service design applied to the front end service innovation. The Heskett's service-profit chain shows how it's possible to achieve customer satisfaction by improving the internal service quality.
This theory has beed broken down in three steps: redesign the process, redesign the role of the employee, and use codesign to implement innovative beneficial solutionions.
