this is from service progress Design and improvement. Erickson case study. from page 130-135

it is an exercise from the textbook From product to service.

it is from textbook passage page 130-135 of From products to service. Witten by Laurie Young.

1. What was the particular challenge that Ericsson faced in terms of shifting from a primary focus from product oriented to a service driven culture? 2. Why would employee participation be considered the most important element in Ericsson's planning process? 3. Explain the significance of the identification of eight driving forces listed in the case study. What role would these forces play in the design of services? 4. What was the strength of using a scenario in assisting in the design and implementation of a service initiative? 5. How does the Ericsson Case Study demonstrate how your employer might expand into the service sector? If not, why? 1. What was the particular challenge that Ericsson faced in terms of shifting from a primary focus from product oriented to a service driven culture? 2. Why would employee participation be considered the most important element in Ericsson's planning process? 3. Explain the significance of the identification of eight driving forces listed in the case study. What role would these forces play in the design of services? 4. What was the strength of using a scenario in assisting in the design and implementation of a service initiative? 5. How does the Ericsson Case Study demonstrate how your employer might expand into the service sector? If not, why