An introduction to the design and delivery of automated services
By Jan-Willem Middelburg. Author and Chief Examiner, Service Automation Framework Alliance.
Foreword – Richard Pharro. A lot has been written about the need for organisations to become digital and to transform the way they work. There is a wealth of information on the benefits of doing business in the digital age, how start-ups can access a global market within days of launching their innovative products and how existing companies can unlock opportunities through new online services. Some businesses, by their very nature, are using technology to provide an enhanced customer experience. These businesses have transformed the way they work with their customers and have raised customer expectations that in return, affect all businesses. However, little has been written about how an existing business can achieve this transformational change. What are the management and operational issues the business needs to address and how does it go about redesigning its business practices. All too frequently realigning doesn’t work to deliver an automated service to its customers.
The Service Automation Framework addresses this problem, not as a technology issue but as a management and business process issue. Drawing on his wealth of personal experience and that of his colleagues, Jan-Willem Middelburg has developed a comprehensive framework that works for any size of business and will provide a blue print which shows how to respond to both societal demand and market pressures to provide their services with as little human intervention as possible.
Richard Pharro, CEO, APMG-International