15 Feb Article Spotlight: Four Ways to Reinvent Service Delivery
To quote one of the great business minds of the 20th century, Peter F. Drucker, “Efficiency is doing things right; effectiveness is doing the right things.” The implication of that statement, ever so true in today’s business landscape, is that in order to be successful, you must be both efficient and effective. While we can all appreciate the merits of efficiency (with a nod to Six Sigma and other standards of process excellence), effectiveness can be much more elusive. It requires an objective and current approach to strategy that often demands creativity.
For those of us who practice in the service industry, “creativity” can be a scary term. It tends to carry tones of uncertainty and desperation. After all, how many times have you heard, “Let’s get creative!” in a good business situation? Likely not many. Which prompts the question: are we challenging ourselves to do the right things, or are we simply trying to do things right?
The following article, recently published by Harvard Business Review, outlines an emerging service model which encourages service practitioners to get creative. As a result, participating professionals are revolutionizing service industries. They are discovering new efficiencies. They are solving problems that customers didn’t even know they had. In today’s increasingly regulated and rapidly changing business environment, can you afford not to be effective?
Let’s get creative.
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