In these times of focus on cash flow, shareholder value, lean management and Best Cost Strategies, “Service” might be an anachronism of “the good old times”, or a nostalgic “feel good factor”.

However, through years of reducing headcount, eliminating technical support centers and even R&D departments; the impact of outsourced services is growing in relevance.

For Services to be successful, it is imperative that a foundation of trust is established. This means it is critical that we understand an operations needs and triggers, KPIs, new ways of communicating, the ever evolving and rotating workforce, and significant shifts in organizational structures. Today more than ever, Service, when approached correctly, is an opportunity to contribute real value through profit.

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