Integrating New Services

Because of the nature of services—they are processes, typically delivered at least in part by people, consumed and produced simultaneously—any new service introduction willaffect the existing systems and services. Unlike when a manufacturer adds a new product to its production facility, new service introductions are frequently visible to customers and may even require their participation. Explicit recognition of these potential impacts, and planning for the integration of people, processes, and physical evidence, will encourage success. This recognition will help in both (1) deciding which projects to pursue—sometimes the disruptive effect on existing system is too great to warrant the investment—and, (2) knowing how to proceed with implementation—what elements of existing processes, people, and physical facilities will need to be adjusted, added or changed.

 

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight

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