Value-based Service Systems
Irene Ng’s new weblog from the University of Exeter offers some fantastic business perspective into services. Her recent post on systems thinking, service and business schools reads like a call for service design:
Who is responsible for customer experience? The answer is, of course, everyone and every discipline, but we know what happens when we say everyone — it basically means no one. Just like public goods. No ownership means no one will do anything about it. Business Schools haven’t even come round to discussing this yet — simply because no discipline owns the problem, the problem doesn’t exist right?
I really love the voice on her blog. The posts are extensive and rich with insight. It’s shaping up to be a must-read, particularly for those of us without MBAs.