(Re)Consider your Service Value Proposition: How to create more value for the customers employees and owners of service organisations

Services form the largest parts of most developed economies and a growing part of emerging economies too. And all organisations contain in-house service teams and departments. So this book is relevant to you whatever or wherever your organisation.WHY IS IT IMPORTANT TO (RE)CONSIDER YOUR SERVICE OFFERING?Because the market for services is becoming even more competitive. This may be increased competition for customers employees other resources budgets profi ts or capital. Traditional service models are being shaken up by the tech and digital revolution; people are competing with technology which can either support them or make them redundant. Even the need for real estate is being supplanted by virtual premises. Public services are competing for decreasing government expenditure against a background of increased demand and rising service level expectations and against private sector and third sector alternatives. In-house service teams such as finance HR IT and marketing are competing with outsourced alternatives which may be offshore. This book provides a practical framework for service organisations to identify consider and respond to these challenges and to avoid the many pitfalls that can exist in doing so.