ISS 2020 Vision Future of Service Management | Page 31

Stage: Stage 1 Stage 2 Stage 3 Stage 4
Period: April-May June-July August August-September
Objective:
Form:
Identify latest research
on trends and challenges
related to service futures
and Service Management Gather input on new
directions in service
management towards
2020 and beyond Present the preliminary
results of the study and
envision opportunities for
FM industry Conclude the findings
and finalize the study
Desk research Survey and interviews Qualification of findings Finalization
Collect relevant studies
and data Identify emerging service
archetypes relevant for
the future of service
management in an FM
context Present the preliminary
results from survey and
interviews Collect comments and
finalize the study
Identify interview subjects
Tasks:
Develop interview guide
Develop survey questions
Identify key implications
for FM industry
Debate the insights on
emerging service arche-
types in an FM context
Edit the publication and
send to print
Find the areas of impact
for the future of FM
industry
Figure 7: Research process for ISS 2020 Vision: Future of Service Management
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