18
Reinventing Your
Service System
The greatest invention of the nineteenth century was
the invention of inventions.
—Alfred North Whitehead
English Mathematician and Philosopher
One of the “luxuries” of being a manager is that from time to
time you can stop, step back, and watch the thing you manage
work all on its own, without you and without strings, mirrors,
rubberbands, or first aid. It just works.
One of the responsibilities of being a manager is to use
those rare occasions not only to admire, but to examine and
challenge the same well-oiled service machine you so proudly
manage. We think of that as a charge to continually find ways
to “reinvent” your service delivery system.
In some Knock Your Socks Off Service organizations, that
job is even formalized. ...