Service Thinking

Introduction

We are in the early throes of a Great Restructuring. Our technologies are racing ahead but many of our skills and organizations are lagging behind. So it is urgent that we understand these phenomena, discuss their implications, and come up with strategies that allow human workers to race ahead with machines instead of racing against them.1

—Erik Brynjolfsson and Andrew McAfee

The Great Restructuring is apparent to many who are engaged within and outside business enterprises. In addition to Erik Brynjolfsson and Andrew McAfee, authors such as Nilofer Merchant, Terri Griffith, Irene Ing, Linda Sanford, and Geoffrey Moore (all of whom are referenced in this book) are engaged in explorations of how to understand the rapid changes ...