
166 Designing Service Excellence
We began this chapter with the notion that making predictions about the
future can be tough. We can state with almost 100 percent certainty that tech-
nology will play an increasingly larger part in this future. In 1965, Gordon
E. Moore, then CEO of Fairchild Semiconductors and later the co-founder
of Intel, stated that the number of transistors it is possible to place on an
integrated circuit seemed to be doubling about every two months.
18
Moore’s
law, as it has since become known, has developed into a general law that
states that technology doubles in capacity and halves in price about every
twenty-four mont ...