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Complexity Avalanche: Overcoming the Threat to Technology Adoption Hardcover – October 19, 2009
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I may not be the optimal reviewer for this book, for I'm not a service professional. Some of those folks may chime in with dissenting views. I am, however, an operations manager for a niche microwave test equipment and components manufacturer that still manufactures in Silicon Valley. I was looking for information on operating an organized and responsive product service function conducted not in a dedicated customer service group but in manufacturing, since we have the people most experienced in making the products and all of the expensive ATE to do the job. I didn't find the answer to that specific question but did find some extremely valuable insights into the more global importance of service to a so-called "product" company like ours.
I rank this book with Moore's "Crossing the Chasm" and close to Christensen's "The Innovators Dilemma" as my favorite recent reads on technology business.
BTW, IMHO the book contains a bewildering array of acronyms and appreviations that I had to look up multiple times in the index. For this reason ONLY, I gave it 4 stars instead of 5. It should be shipped with a (large) book mark, on which the dozens of acronyms and appreviations are defined for quick reference. Or, perhaps it just requires a sharper reader than I. HTH. LOL.
All in all, Wood put up a pretty good offering that is definitely worth a read. Just know that you will come across a couple of topics that he does not fully flesh out.