Читать книгу Service Design - Ben Reason - Страница 43

 Economies in developed countries have shifted from industrial manufacture to services. The problem is that many companies offering services still think about them with an industrial mindset and try to manage and market services like products.

 A common management approach is to divide an organization into departments, or silos. This may lead to each part of the service being well designed, but the real problem is that the entire service has not been designed as a coherent whole. The customer who experiences the whole also experiences the gaps between the touchpoints.

 Many organizations are organized in ways that actually prevent them from delivering good service experiences. The challenge is to redesign both the service and also the culture of the organization.