Some Service Directors may feel usurped by a board that spends time to debate and question decisions that once would have hardly merited a line in the board room minutes, but the service operation and service director are legitimate board room attendees and the issue is not one of being usurped, but rather of being asked to join the party and to help integrate service and the business to make a larger and more profitable operation.
Activity Based Costing
Profitability through measuring the Customer Value Cycle - summary
The whole character of customer service has been turned on its head over the last 10 years and the losers seem to be the service suppliers and not the customers. So suppliers need to address how to bring service delivery back to being a profitable aspect of business.
