The Path to Service Transformation
The discussion of transformation in service is no longer tied to the debate of cost vs. profit center. In most organizations, the profit center argument has won out, and won out several years ago. The discussion around transformation now focuses on a sea of change wherein the service business is viewed as a vital cog in the way relationships are built within the organization and with customers.
In this paper, The Service Council examines research conducted in early 2014 which polled 160 organizations globally to gauge the maturity of their service operations and service processes. Data captured also touched upon the maturity of service transformation initiatives and potential areas of future transformation.
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