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Showing posts from August 3, 2010

SERVICES ARE HOT

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In a great article from W.P. Carey’s Center for Services Leadership called “Making Services a   Science – new study finds great interest – and great confusion ( http://bit.ly/dmdAgy )” the need for service innovation is being recognized. ‘...... more companies than ever are interested in services innovation -- the creation of "transformative" services. More companies than ever are interested in smart services design. More companies than ever are interested in creating service-centric cultures, in leveraging technology to boost services and in creating consistency of service across geographies.’ I am inclined to say ‘finally’, but there is a right time for everything. It is good that more and more companies (and also governments) see the need to add services to their portfolio. And it is also very good that they understand that service business is fundamentally different from product business. In essence, service business is people business, it is a human being who deli