Best Practice Report

Service: Services Enable The Customer Moment Of Truth

Define And Continuously Improve Customer Journeys And Outcomes

September 1st, 2021
With contributors:
Fiona Mark , Gordon Barnett , Matthew Guarini , Emily Stutzman , Kara Hartig


Services are a critical element in modern operating models. They represent the value propositions of the organization’s units, organizing capabilities into customer-focused outcomes. However, shared services have a poor reputation in many enterprises, and a revitalized approach for managing them is essential. This report provides an overview of services in the broader context of the high-performing operating model.

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