The service life cycle

Service Productivity is a complex subject. To understand service productivity within the different stages of the service life cycle an approach is being explored that examines 3 layers: individual, organizational and macro. In doing so, there are 3 main issues that need to be considered: what are the benefits a service consumer and/or other involved parties gain from increased service productivity (effectiveness/service engineering)? What are effects within the service providing entity (efficiency/service management)? What are the effects that both the service providing and service receiving individuals experience (flexibility/service work/delivery)? A research outline is presented on how to measure, manage and optimize the above mentioned issues. Findings from a recent industry survey on service productivity clearly demonstrate the need for measurement systems and further research on service productivity.