Stakeholder involvement in the new service design process: MANAGERIAL IMPLICATIONS

Although it was not the intention of this paper to be prescriptive, some managerial implications are apparent from this study. From a strategic (macro) point of view, the study indicates that an organisation-wide design orientation needs to be engendered. Although this is a difficult process, it can be enabled by a greater emphasis on inter­departmental team working during which actors share views of design criteria, processes and experience, and thus learn about and develop good design practice.43,44 Stakeholder involvement can be further understood by techniques such as stakeholder mapping which, at an early stage, would identify the nature of their stake, expectations, relative power and interests.

More specifically, service organisations need to consider how best to integrate the technical support systems underpinning design activities and how to manage the human interface between departments. The organisation in this case study had, for example, created a banking systems (BS) department which acted as intermediary between NPDD and IS, facilitating the interface between technical systems requirements and business needs. Other improvements could focus on ensuring that organisations have a well-supported customer information management team to bridge existing marketing and technology functions.


Representative APR 391%

Let's say you want to borrow $100 for two week. Lender can charge you $15 for borrowing $100 for two weeks. You will need to return $115 to the lender at the end of 2 weeks. The cost of the $100 loan is a $15 finance charge and an annual percentage rate of 391 percent. If you decide to roll over the loan for another two weeks, lender can charge you another $15. If you roll-over the loan three times, the finance charge would climb to $60 to borrow the $100.

Implications of Non-payment: Some lenders in our network may automatically roll over your existing loan for another two weeks if you don't pay back the loan on time. Fees for renewing the loan range from lender to lender. Most of the time these fees equal the fees you paid to get the initial payday loan. We ask lenders in our network to follow legal and ethical collection practices set by industry associations and government agencies. Non-payment of a payday loan might negatively effect your credit history.

Calculate APR