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Sign into your accountThe Service Renaissance and the New Compass
June 19 2013
Leonardo da Vinci observed nearly 800 years ago that the practice of art, philosophy or trade, without an understanding of the science associated with it, is a world of darkness. He went on to observe that certain principles and forces (key variables) underlie every serious enterprise. The understanding and study of key variables enable us to master, manage and replicate actions and outcomes. Through science, humankind can understand the order of things and translate seeming randomness into processes with predictable and controlled results.
Service without science is like navigation without a compass.
As the quality and value of manufactured goods (hard products) have reached an all-time high, their place in the global economy has reached an all-time low. Service industries now dominate world economics, ironically, with quality, consistency and reliability that have reached an all time low.
Will these times one day be viewed as the Dark Ages of Service--that strange in-between period in history following the height of the manufacturing age and before the rebirth of service? Where (too often) the marketing of "Great Service" is a more common and accepted business strategy and is a higher organizational priority than the measurement, delivery and management of service results?