Part 1 of this series analyzed the phenomenon of the service economy or the increasing importance of the service sector in industrialized economies. Especially in a sluggish market, the service delivered after the initial sale of a product is what can truly differentiate competitors.
The service opportunity is also there, since after-sale service is quite difficult to
type of mobile field worker including engineers, technicians, inspectors, surveyors, gang, crew, shared vehicle and so on, while “job” or “task” refers to any type of work that these resources perform. Given the apparent market growth opportunity, service chain optimization would be about putting the right resources in the right places at the right times to deliver superior service to customers while keeping costs down. As simple as that, right? Well, not really (and thus the Scylla & Charybdis