A post by our guest editor, John Worthington. In today’s service organizations, we’re inundated with data about customer and employee experiences. We track satisfaction, sentiment, and journey friction points. Yet many teams struggle to convert this ri…
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A post by our guest editor, John Worthington. I enjoyed the weekly OSC Meetup and the topic of the double loop model spawned this post. I’m currently re-reading The Fifth Discipline by Peter Senge—a classic that continues to resonate deeply with those…
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A post by our guest editor, John Worthington. ☀️ It’s summer. You should be at the beach. But instead, you’re taking “Strategic Service Management” on Zoom with a professor who still thinks the cloud is a weather phenomenon. And you’re wondering: Why a…
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🌟 The Next Step in Unlocking the Potential of USM is Here: USM E-Learning for Enterprise Service Management! 🌟 Learn about the New Thinking of Enterprise Service Management with the new self-paced E-learning Course of USM – Unified Service Management….
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Most higher education programs prepare students for their future role in a management position in the economy, but they still lack a component on Service Management – and all organizations are service providers nowadays. As a consequence, many graduati…
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