Service Strategy Design: Transforming Service Management into a Strategic Asset
Journal Title:Organization Leadership and Development Quarterly (OLDQ)
Most business processes are in chaos, that is, they are disorganized and unordered. The level of chaos is more pronounced when dealing with service processes. It is against this understanding that the governance and management of service processes should prioritize the development of a service strategy that is all-encompassing, structured and aligned to the overall business intent. Collaboration between different functions is a prerequisite to the process of service strategy development in order to ensure sound implementation of the service strategy as determined by organization’s enhanced capacity to self-organize and adapt. The service strategy should show how the organization will transform service management from an organizational capability into a strategic asset, and to think and act in a strategic manner. As a result of reliance on automated processes, business today involves a multiplicity of services, systems or processes, hence th1e need for the unified engineering methodology to the development and implementation of the service strategy.