Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.



World bank report of service trade as a driver in growth. Review to... »« Public service design ideas

The Service Revolution - Report from Deloitte

"There has been a clear migration toward service offerings, a shift sparked by products rapidly becoming commodities and by growth in the number of customer “touchpoints” over the lifetime of a manufactured product. The shift applies to consumer goods as well as to industrial products, and to complex industrial machining centers and commercial refrigeration units as much as to vacuum cleaners. The sale transaction is essentially just one touchpoint on a continuum of potential interactions between producer and customer, and an early one at that. At its root, the basis of competition is shifting toward the ability to drive business performance through excellence in service and parts management." Link

May 28th, 2008 / Trackback / Comments