CHAPTER 28
Continual Improvement: Service Sector
Wealth in the new regime flows directly from innovation, not optimisation, that is, wealth is not gained by perfecting the known, but by imperfectly seizing the unknown
– Kevin Kelly
SYNOPSIS
Service sector has two distinct sub-sectors. They are service offered by non-profit institutions and service organised as a service business. The issues to be considered in continual improvement process (CIP) for both are briefly outlined, The various concepts, tools and techniques explained in all the 33 chapters of the book are applicable to the service sector. But the service sector itself has certain peculiarities that one should be aware of and take into consideration while handling CIP. These peculiarities ...
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