ISS 2020 Vision Future of Service Management | Page 48

The challenge resides in facilitating a synergy between several generations with different
interests, motivations and values. This requires shaping work and designing work processes
according to the tendencies and predisposition of different generations, all while keeping
within the strategic mission and vision of the organization in question. Likewise, an ageing
population in advanced economies will come to demand both improvements in the
accessibility of certain existing services and new accessibility services altogether.
Towards the future, organizations and service providers will also have to become more
gender-bilingual in order to attract women and their skills and effectively service them.
Although women are already nearing parity in the workforce in some developed regions,
they remain an underutilised talent pool globally. 50 Over the next decade, demographers
expect that up to one billion women will enter the global workforce – the third billion. 51 As a
result, service providers will be required to take into account changes in 21 st century lifestyles
and offer specialized services that accommodate the modern family complexity and more
gender-balanced workplaces. The demographic also represents an attractive group in B2C
service markets globally, as women’s purchasing power in many countries is increasing at a
faster rate than men’s. 51
5.2 Trends in Service Management
Megatrends
Trends in Service Management
Trends in Service Management related to FM & CRE
Towards 2020 and beyond, service providers will need to prioritize the design of a service
delivery system that is built on an in-depth understanding of what creates value from a users’
perspective and is aligned with buyers’ willingness to pay. The key elements of a successful
Service Management model in the future: 52
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Service culture
Employee engagement
Service quality
Customer experience
However, as outlined in figure 15, service professionals indicate that service culture, service
quality and customer experience are the most underdeveloped areas in current Service
Management models with the greatest potential for improvement.
50 OECD, Labor Force Participation Rate & Employment/Population Ratio, 2016.
51 Aguirre, D., et. al., Empowering The Third Billion: Women and the World of Work in 2012, Price Waterhouse Cooper, 2012.
52 Andersen, M., and Ankerstjerne, P., Service Management 3.0 – The Next Generation of Service, ISS White Paper, ISS World
Services, 2014.
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