Chapter 6

Continuous Improvement Through Learning: Run-Transform-Innovate

Anyone who has never made a mistake has never tried anything new.

—Albert Einstein

Service Thinking embraces continuous improvement in service quality and service productivity. Customers are continuously searching for the best providers of top quality service experiences, and linking and delinking providers in their service system, aiming to better meet their goals or to do so with greater efficiency. Providers are continuously refining and elevating their value propositions in order to establish or maintain absolute advantage relative to competitors. They do so either via internal specialization, always adding to their specialized knowledge, or via external specialization, ...

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