A Service Design Framework a Multiple Case Study for the Supply Chains of Global Professional Service Firms

Abstract

The purpose of this study is to develop a framework for service design in the internal supply chains of global professional service firms (GPSFs). Multiple case studies (three) with qualitative approach, involving interviews, documentation, archival records and observation were used to develop a strategic level framework for service design in the supply chains of GPSF. Literature about service design in different service sectors has been found but very limited amount of work has been carried out with regard to GPSFs. A series of steps exist to design and deliver the service and that may vary from service to service. Acceptance mechanism under the laws & regulations of regulatory bodies and sharing methodology with client before the start of the service are some of the distinguishing variables from the existing models. Our proposed framework is developed bridging the clients' needs and organizational practices while keeping in view the requirements from the regulatory bodies. The study provides a platform for the new researchers to fill the gap of service design from supply chain perspective. Future studies can be conducted on other small firms working in the same segment or in other service industries like, financial institutions, law chambers, educational institutes and training firms. The framework is developed with the help of industry professionals through their semi-structured interviews, and can be used by practitioners and academia. This framework can be very helpful for GPSF, other than Big Four, around the globe.