Tuesday, June 22, 2004

Services Industry Revolution

According to Uday Karmarkar in the HBR of June 2004, the industrialization of services is here, and outsourcing and offshoring are only part of this revolution. Automation, customer self-service, and global competition have been added to the mix, presenting a threat and a significant opportunity for all service companies. The churn, restructuring, and transformation of services will continue—and even accelerate—for the foreseeable future. This will mean a different landscape for companies, managers, and workers. In the end, the survivors of the service revolution will be those who understand the opportunities and rework their strategies and reorganize their processes, and people for the challenge ahead. The alternative could be disaster. It looks like banks and insurance companies have quite a major strategy and change challenge ahead...


Anonymous Anonymous said...

I find most typical task is finding the right outsourced support vendor is one that allows you to establish a personal relationship so you can plan a support structure fitting your company business model allowing you transparent environment and long term relationship. You can find combination skill sets easily available in India but you should ensure their capability in advan ce. I strongly feel there must be a balance between cost and quality and you do get what you pay for.

10:50 AM  

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