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Chapter Overview
Chapter 1: AudiobookHub Recommendation
Chapter 2: Your organization is a service business
Chapter 3: Define services from the outside inward
Chapter 4: Measure real metrics
Chapter 5: Establish a service strategy
Chapter 6: Organize teams by services
Chapter 7: Prepare for change
Description
The Service Organization (2023) argues that as all organizations evolve into service providers, their traditional structures and practices prevent successful end-to-end service delivery in our rapidly changing digital landscape. This guide offers practical, accessible tools for transforming underlying organizational conditions rather than simply modernizing individual services.
Who Should Listen
- Organizational leaders seeking to transform outdated service delivery models
- UX professionals responsible for improving customer experiences
- Operations managers struggling with fragmented service processes