Chapter 3. Everything is a service
Our mission statement about treating people with respect and dignity is not just words but a creed we live by every day. You canât expect your employees to exceed the expectations of your customers if you donât exceed the employeesâ expectations of management.
Services cannot be designed and manufactured in isolation, like products. They are co-created with customers and are interdependent with wider service networks and clusters.
The Industrial Model
Most companies today are designed to produce high volumes of consistent, standard outputs, with great efficiency and at low cost. Even many of todayâs services industries still operate in an industrial fashion. Schools efficiently produce standardized students. Hospitals efficiently move the sick and injured through a diagnostic and prescriptive production line. Drive-through restaurants efficiently move drivers through an order-fulfillment pipeline.
Service-Dominant Logic
But most of these services are not really services at all. They are factory-style processes that treat people as if they were products moving through a production line. Just think of the last time you called a companyâs âcustomer service lineâ and ask yourself if you felt well served.
Sure, many services require some level of efficiency, but services are not production processes. They are experiences.
Unlike products, services are often designed or modified as they are delivered; they are co-created with ...
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