Product Thinking in a Service Dominant World

I’d like to highlight a recent post by Kimberley Crofts of Meld Studios which captures one of the core problems with legacy corporates and their adoption of a Customer Centric mindset. It’s “the problem with product-led thinking in a service-dominant world”.

Crofts references Lynn Shostack from 1984…

…these procedures (Gantt charts etc) provide managers with a way to visualise a process and to define and manipulate it at arm’s length. What they miss is the consumer’s relationship to, and interaction with, services. They make no provision for people-rendered services that require judgement and a less mechanical approach. They don’t account for the service’s products that must be managed simultaneously with the process” (Shostack, 1984).

Croft then goes on to contrast an Artisans way of thinking and working versus an industrialist or production line.

Where the artisan is guided by stories of past use to guide their making, the industrial worker is “bound to the execution of step-by-step sequences of determinate motions”

Croft continues to question how organisations might take an approach more like an Artisan.

You can read the full post here.

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