The practice of planning and organizing people, infrastructure, communication, and material components of a service to improve its quality and the interaction between service providers and customers. Essential for creating effective and user-centered service experiences.
A detailed diagram that visualizes the processes, touchpoints, and interactions involved in delivering a service, helping to identify areas for improvement. Crucial for optimizing service delivery and ensuring a seamless user experience.
The process of fundamentally changing how a service is delivered to improve efficiency, user satisfaction, and overall effectiveness. Essential for enhancing service delivery and aligning it with modern user needs and expectations.
A web-based interface that allows customers to find information and perform tasks without needing assistance from a customer service representative. Essential for improving customer experience and reducing support costs.
Amazon Web Services (AWS) is a comprehensive cloud computing platform provided by Amazon that offers a wide range of services including computing power, storage, and databases. Crucial for enabling scalable, cost-effective, and flexible IT infrastructure solutions for businesses of all sizes.
The day-to-day activities required to produce goods and services, manage resources, and support business functions. Essential for ensuring efficient and effective functioning of an organization.
A Lean methodology concept identifying seven types of waste in processes to improve efficiency. Valuable for product managers and engineers to optimize processes and eliminate inefficiencies.
Business Process Automation (BPA) refers to the use of technology to automate complex business processes. Essential for streamlining operations, reducing manual effort, and increasing efficiency in recurring tasks.
A Japanese word meaning inconsistency or variability in processes. Helps in recognizing and addressing workflow imbalances to improve efficiency.
A system that allows customers to access information and perform tasks on their own without the need for assistance from customer service representatives. Important for improving customer experience and reducing support costs.
Elements of a service or product that are not visible to the user but are essential for delivering the front-stage experience. Crucial for understanding and designing the full user experience, including behind-the-scenes elements.
AI as a Service (AIaaS) is a service model where AI tools and algorithms are provided over the internet by a third-party provider. Essential for making advanced AI capabilities accessible to businesses.
The mathematical study of waiting lines or queues. Useful for optimizing user flow and reducing wait times in user interfaces.
The practice of managing and resolving incidents that disrupt normal operations, ensuring minimal impact on business activities. Essential for maintaining service reliability and managing operational disruptions effectively.
Representational State Transfer (REST) is an architectural style for designing networked applications based on stateless, client-server communication. Essential for building scalable and efficient web services.
Computer programs designed to simulate conversation with human users, especially over the internet. Crucial for automating customer service and enhancing user engagement.
A team responsible for developing and maintaining the foundational systems and services that support other teams and products. Crucial for ensuring scalability and efficiency across the organization.
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. It improves customer service and automates information retrieval.
An organization that applies behavioral science to policy and practice to improve public services and outcomes. Important for understanding practical applications of behavioral science in policy and public services.
Numeronym for the word "Virtualization" (V + 12 letters + N), creating virtual versions of physical resources, such as servers, storage devices, or networks, to improve efficiency and scalability. Crucial for optimizing resource use and improving scalability.
A medium through which a product or service is delivered to a customer, including physical and digital channels. Crucial for understanding how products and services reach end users.
Site Reliability Engineering (SRE) is a discipline that incorporates aspects of software engineering and applies them to infrastructure and operations problems to create scalable and highly reliable software systems. Crucial for maintaining the reliability and efficiency of complex software systems.
Simple Object Access Protoco (SOAPl) is a protocol for exchanging structured information in web services. Crucial for enabling communication between applications over a network.
Business Process Execution Language (BPEL) is a language for specifying business process behaviors based on web services. Important for defining and automating complex business processes in digital product workflows.
Business-to-Business-to-Business (B2B2B), a business model where businesses sell products or services to other businesses that then sell them to additional businesses. Crucial for understanding multi-tiered business relationships and strategies.
A methodology for building software-as-a-service apps that emphasizes best practices for development, deployment, and scalability. Important for creating scalable, maintainable, and efficient digital products.
A Japanese word meaning any activity in a process that consumes resources without adding value. Crucial for identifying and eliminating inefficiencies to optimize workflows and resources.
AI systems designed to communicate with users through natural language, enabling human-like interactions. Crucial for developing advanced customer service and user engagement solutions.
A type of model architecture primarily used in natural language processing tasks, known for its efficiency and scalability. Essential for state-of-the-art NLP applications.
Integrated Development Environment (IDE) is a software suite that combines tools like code editors, debuggers, and compilers. Essential for improving developer productivity and ensuring efficient and error-free coding practices.
Business Process Management Software (BPMS) refers to tools and systems that help organizations design, model, execute, monitor, and optimize their business processes. Essential for improving operational efficiency and ensuring that digital products support effective business processes.
Cost Per Action (CPA) is an online advertising pricing model where the advertiser pays for a specified action, such as a sale or registration. This model is crucial for optimizing ad spend and measuring marketing effectiveness.
Total Quality Management (TQM) is a comprehensive management approach focused on continuous improvement in all aspects of an organization. Essential for ensuring high-quality products and services and achieving customer satisfaction.
Software agents that can perform tasks or services for an individual based on verbal commands. Crucial for enhancing user experience through hands-free interaction and automation.
The ability to deliver products or services in the most cost-effective manner without sacrificing quality. Key to reducing costs and improving profitability.
The process of maintaining, updating, and improving a product or system after its initial deployment to ensure its continued functionality, performance, and relevance to users. Crucial for ensuring long-term user satisfaction, product reliability, and adaptation to changing user needs and technological advancements.
The hardware and software environment used to deploy and manage applications and services. Essential for ensuring reliable and scalable application deployment.
A role responsible for ensuring that products and services are delivered efficiently, on time, and within budget. Crucial for managing project timelines, resources, and stakeholder expectations.
A technology that uses GPS or RFID to create virtual boundaries around a geographic area, triggering actions when entered or exited. Crucial for providing location-based services and personalized user experiences in digital products.
An approach that applies Agile principles to IT operations, emphasizing iterative development, collaboration, and continuous improvement. Essential for enhancing flexibility, responsiveness, and collaboration in product design and development processes.
A combination of software tools, technologies, and services used to develop, manage, and deliver a product. Crucial for understanding the infrastructure that supports product development and management.
Application Programming Interface (API) is a set of tools and protocols that allow different software applications to communicate and interact with each other. Essential for integrating different systems and enabling functionality in digital products.
Marketing Qualified Lead (MQL) is a prospective customer who has shown interest in a company's product or service and meets specific criteria indicating a higher likelihood of becoming a customer. Essential for prioritizing leads and optimizing the efficiency of sales and marketing efforts by focusing resources on prospects most likely to convert.
The process where design services and outputs become standardized and interchangeable, often leading to competition based primarily on price rather than quality or creativity. Important for understanding market trends and pressures that reduce the perceived value and uniqueness of design work, impacting pricing and differentiation strategies.
Any process or administrative barrier that unnecessarily complicates transactions and creates friction, discouraging beneficial behaviors. Important for identifying and eliminating unnecessary obstacles that hinder user experiences.
A Japanese term meaning "the real place," used in Lean management to describe the place where value is created. Important for understanding the actual processes and identifying areas for improvement.
Business-to-Government (B2G), a business model where products or services are sold to governments. Important for understanding and navigating public sector markets.
Serviceable Addressable Market (SAM) is the portion of the Total Addressable Market that a company can target with its products and services. Essential for focusing marketing and sales efforts on reachable segments.
A developer proficient in both front-end and back-end technologies, capable of building complete web applications. Crucial for delivering comprehensive and cohesive digital products by managing both user interface and server-side components.
A professional responsible for designing and managing data structures, storage solutions, and data flows within an organization. Important for ensuring efficient data management and supporting data-driven decision-making in digital product design.
Customer Relationship Management (CRM) is a strategy for managing an organization's relationships and interactions with current and potential customers. Essential for improving business relationships and driving sales growth.
Software that acts as an intermediary between different systems or applications, enabling them to communicate and function together. Crucial for integrating various components and ensuring seamless interaction within digital products.
Know Your Customer (KYC) is a process used by businesses to verify the identity of their clients and assess potential risks of illegal intentions for the business relationship. Essential for preventing fraud, money laundering, and terrorist financing, particularly in financial services, while also ensuring compliance with regulatory requirements and building trust with customers.
User Experience (UX) refers to the overall experience of a person using a product, system, or service, encompassing all aspects of the end-user's interaction. Crucial for creating products that are not only functional but also enjoyable, efficient, and satisfying to use.
An ongoing effort to improve products, services, or processes over time through incremental and breakthrough improvements. Crucial for fostering a culture of constant enhancement and adaptation.
Business Rules Engine (BRE) is a software system that executes one or more business rules in a runtime production environment. Crucial for automating decision-making processes and ensuring consistency and compliance in digital products.
Application Release Automation (ARA) is the process of automating the release of applications, ensuring consistency and reducing errors. Crucial for accelerating the delivery of software updates and maintaining high-quality digital products.
A metric that shows the revenue that a company can expect to receive annually from its customers for subscriptions or services. Essential for understanding business performance and growth potential.
Internet of Things (IoT) refers to a network of interconnected physical devices embedded with electronics, software, sensors, and network connectivity, enabling them to collect and exchange data. Essential for creating smart, responsive environments and improving efficiency across various industries by enabling real-time monitoring, analysis, and automation.
Statement of Work (SOW) is a formal document that outlines the scope, objectives, deliverables, and timelines for a project. Essential for defining project expectations and ensuring all parties have a clear understanding of their responsibilities.