Services Can Learn from Manufacturing

The manufacturing sector's 30-year struggle to keep pace with increasingly demanding consumers and new, more efficient competitors turned out an array of innovative, industry-portable methods for improving cost and performance.

Service organizations face unprecedented challenges in today's business environment. Customers demand better service and more customized offerings. Sales managers push for incremental revenue, improved retention, and higher service levels. And senior management expects the virtually impossible — meaningful cost cutting at the same time as new product launches, acquisition integrations, and new market entry.

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