ISS 2020 Vision Future of Service Management | 页面 26

Delivering value – Service providers will need to develop solutions towards three
challenges: 1) understanding the end-user on an increasingly granular level, 2)
avoiding the commodity trap and 3) uncovering new economic value.
Managing expectations – Service Management is as much about service delivery
as it is about experience or expectation management. Excellent service is described
as user perception minus user expectation. Service providers therefore must maintain
an acute awareness of the expected outcomes of the interaction, while facilitating an
experience perceived as positive.
Integrating technologies – Embedding and integrating the appropriate technologies
into the service provision adds value and helps create a smooth user experience. It is
as much about providing the right platforms and channels to empower users, as it is
leveraging technologies effectively to create scale and reduce costs.
Anticipating disruption – An increasingly complex global business-operating
environment characterized by greater industry convergence means that competition
is increasing. For service providers and service users alike, disruption must exist as an
innovation paradigm – disrupt or be disrupted. Existing commodity services such as
FM, where barriers to entry are generally low, are most vulnerable to such upmarket
disruption and are challenged in anticipating the potential for major industry
transformation. Many of these disruptions “no longer come from the lower end of a
market; they come from other, completely different industries.” 21
Establishing influence – It is more important than ever for service providers to
establish themselves as leading, reputable partners with the willingness and ability
to innovate. Outsourcing will continue to grow and become more important in the
future, especially as businesses continue towards hyper-specialization in increasingly
competitive markets.
Applying a new service logic
Service providers must be proactive in transforming their organization into one that embraces
a true service mind-set by putting the end-user first and living the organization’s values. This
means actively working to identify where, when and how to add value that leads to positive
outcomes during all stages of the interaction. It is in these moments that opportunities for
real differentiation.
To deliver on these objectives, FM service providers and corporate real estate managers will
have to develop a service culture that engages employees and sets a service quality that
exceeds end-users’ ever increasing expectations through a service strategy. This requires
developing a balanced approach (see figure 5) that starts with identifying and defining an
excellent end-user experience and setting the standards for a high performance service
21 Wadhwa, V., How Recent Tech Success Stories Are Disrupting Disruption Theory, Singularity Hub, November 2015.
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