This document discusses using a service-oriented business model to improve customer relationships and reduce costs. It recommends giving employees more freedom to satisfy customers' needs flexibly, while still monitoring performance. Advanced information systems and technology can empower employees and improve the customer experience through better information sharing. For example, Taco Bell reduced administrative costs by 75% by shifting to a service-oriented model that gave employees more autonomy balanced with accountability.
This document discusses using a service-oriented business model to improve customer relationships and reduce costs. It recommends giving employees more freedom to satisfy customers' needs flexibly, while still monitoring performance. Advanced information systems and technology can empower employees and improve the customer experience through better information sharing. For example, Taco Bell reduced administrative costs by 75% by shifting to a service-oriented model that gave employees more autonomy balanced with accountability.
This document discusses using a service-oriented business model to improve customer relationships and reduce costs. It recommends giving employees more freedom to satisfy customers' needs flexibly, while still monitoring performance. Advanced information systems and technology can empower employees and improve the customer experience through better information sharing. For example, Taco Bell reduced administrative costs by 75% by shifting to a service-oriented model that gave employees more autonomy balanced with accountability.