Visualizing and Improving Service Processes with PCN Analysis

  • Scott E. SampsonEmail author
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


This chapter introduces the service design and improvement tool known as PCN Analysis. PCN Analysis focuses on the ways in which processes can be strategically designed to leverage interaction between firms and their customers. PCN Analysis visualizes and optimizes along elements of customer value, provider value, customer-provider interactions, customer roles and responsibilities, provider and customer resources, and interconnectivity of service networks. Potential objectives of PCN Analysis include improving process control, leveraging expertise and other economies of scale, improving process efficiency, and increasing the potential for customization. These objectives are achieved through a method of “strategic process positioning,” where processes alternatives are explored and design implications are considered.


Service design Service improvement PCN Analysis 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Marriott School of BusinessBrigham Young UniversityProvoUSA

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