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The Diagrams Book by Kevin Duncan

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49  THE SERVICE FULCRUM

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The Service Fulcrum examines the delicate balancing act between under- and over-delivery in service industries.

The triangular fulcrum sits in the middle, and the horizontal line represents a well-balanced state of affairs – the correct amount of work being delivered to reflect the needs of the customer and the price being paid.

If the service company does too much, they will be over servicing and thus eroding their margin – sometimes to the point of only breaking even, or even making a loss.

If the service company does not do enough, it will be under-servicing and therefore failing to meet the needs of the customer. ...

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