The Allocation of Service Tasks
3 important questions on The Allocation of Service Tasks
When can companies unlock a tremendous amount of value by revisiting who actually delivers the service?
Anytime the service boundary changes, and sometimes even when it doesn't.
Does employees' experience match their tasks?
Both efficiency and professional satisfaction improve when time and effort are better aligned with professional identities, expertise, and aspirations.
What tacit social assumptions influence task assignments?
In health care, physicians often assume that one-on-one meetings are necessary to build trust with patients. Assumptions like this can blind professionals to other ways of achieving the same goal.
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