The Four Dimensions of Service Management and Why Each One Matters

The Four Dimensions of Service Management: Neglect One and the Whole Service Suffers

Why do well-funded service improvements so often disappoint? A new tool is bought, a process is redesigned, a team is restructured, and yet the consumer experience barely moves. In The Journey to Service Excellence, John Sansbury offers a simple explanation. Service provision has four dimensions, and they represent all the aspects you need to consider and take into account when providing services. Improve one dimension while neglecting the others and the weakest of them will set the ceiling on your service quality.