Creating the Service Factory - Phil Falato

Successful industrialisation in service organisations

Service organisations are jealous of the dramatic productivity and quality advances made by manufacturing companies. But can they import the factory approach to the services world – and reap the same benefits? It’s our opinion that turning the right processes into factory processes can unlock great value, but that shoehorning the wrong processes into a factory mindset will only damage the business. How you determine the right mix depends on how you view the business from strategy all the way to operations – and how you choose to balance operational excellence with customer intimacy.