This is a must-read for anyone trained in traditional process
improvement or business architecture. In surprisingly clear
language this book lays out the essentials of service thinking,
and how the service paradigm transforms the way in which
organizations innovate on behalf of their customers. It shifts
the focus from product to experience, from one-sided production
to co-creation of value, from the simply measurable to
the emotional. I intend to buy a copy for every member of my
team—Dart Lindsley, Cisco Sr. Manager of Transformation
Planning and Analysis
This book will introduce you to Service Science, Management
and Engineering (SSME)—a term introduced by IBM
to describe service science, which is the application of science,
management, and engineering disciplines to tasks
that one organization beneficially performs for and with
another. The authors detail the disciplines, principles, insights
and tools of SSME that are now ready to transition
to the mainstream business world with transformative
effect. They coin the new term “Service Thinking” to communicate
this mainstream business transformation.
It includes expository case histories of the service
thinking-based transformation of familiar businesses, illustrating
the seven principles of service thinking, with
compelling examples and clear direction for application.
