Field Service

4 Steps to Innovating Service

Services are one of the last areas in which companies seek to innovate, Kamalini Ramdas, a London Business School professor of innovation and operations management, tells Harvard Business Review. Management tends to have a that’s how we’ve always done it attitude toward service — yet breaking those patterns can revolutionize a company, leading to greater customer satisfaction and lower costs.

Ramdas offers four steps in innovating service:

  1. Challenge assumptions about your service structure.
  2. Match customer needs by bundling or unbundling services.
  3. Refine your strategy.
  4. Find the right people to deliver the right components of your service.

Watch Ramdas’s video, “Don’t Be Afraid to Rethink Your Services,” here. 

More: Four Ways to Improve Service Without Raising Costs.

Click here to download a free whitepaper, “Five Steps to Make Field Service Profitable.”

Leave a Reply

Your email address will not be published.

Want to run a better service organization?

Sign up to get the latest Field Service Digital news delivered to your inbox. 

You have Successfully Subscribed!