Service management is the practice of managing a service company.
Theories about service management were firmly established between 1985 and 1995, when ideas about ‘turning the pyramid upside down’ (the Scandinavian service model) and the ‘service profit chain’ (the American service model) saw the light of day. It was established that the frontline employees were most important for customers’ satisfaction with the company, and that processes and service design was about creating the best trained and most satisfied employees.
Since then much has changed, including service management. Although the key concepts – the importance of processes and frontline employees – remain the same, our white paper explores the four additional things that we believe are now important to the way service organisations approach service management.
We believe that the four changes are so significant that we label this Service Management 2.0.Read 'Service Management 2.0– the next generation of service', by Morten Kamp Andersen (Aspector) & Peter Ankerstjerne (ISS), here.