Service delivery is not just about meeting current customer expectations now but developing an appreciation of what their prospective customers are envisioning for the future. This requires an especially skilled dialogue with customers that only those with the right mindset can offer – participants in self organising teams with the confidence to address exceptional challenges within supportive, learning and adaptive communities of trusted colleagues.
An exceptional example of how this could be achieved was devised by Michael Wolff
in the form of an outsourced UK-based network of individuals playing different roles.
The attached document describes how this subtle arrangement was envisaged as a value network
to counter the cost cutting trend in the UK of outsourcing service delivery.
The organisation involved has now evolved to a successful enterprise, albeit, with a different model - Ki-Work