Most manufactured goods are produced and distributed to the marketplace where consumers are then sought. Services, in contrast, are not “produced” until there is a “consumer.” Simultaneous production and consumption is a hallmark of service; no inventory can be accumulated to compensate for fluctuating demand.
Instead, demand must be managed via predictable performance and efficiency. A service blueprint documents how a service is delivered, delineating customer actions and corresponding provider activity. Its pictorial format facilitates searches for improvements in current service delivery and identification of potential complementary offerings. A service blueprint can also be created proactively to optimize a delivery system before a service is made available to customers.
By this time, many New Year’s resolutions have already been abandoned. Those that have not may still be ineffective in changing behavior or achieving desired outcomes. Setting goals, as a strategy, is far superior to making resolutions when it comes to reaching a desired future state.
Goal-setting can be personal in nature, as resolutions typically are, or organizationally-focused. In an organizational context, goals can be defined for individuals, groups or the organization as a whole.
Research suggests that goal-setting can be very beneficial to individuals and groups alike, but it is not without risk. This installment of “The Third Degree” shows how to tip the scales toward favorable individual or group outcomes by setting goals that are SMART, PURE, and CLEAR.
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