Evolution of Service Provision: From 1.0 to 4.0 PPT

This PPT slide, part of the 25-slide Service 4.0: Service Innovation PowerPoint presentation, outlines the evolution of service provision from its inception in the 1800s to the current Service 4.0 era. It categorizes this evolution into 4 distinct stages: Service 1.0, Service 2.0, Service 3.0, and Service 4.0, each representing significant shifts in how services are delivered.

Service 1.0 marks the beginning of service provision in the 19th century, characterized by manual and non-standardized processes. The example provided, traditional bookkeeping performed by a clerk, illustrates the labor-intensive nature of this stage.

Service 2.0 emerged in the early 20th century, driven by the standardization and industrialization of services. This phase saw the adoption of scientific management practices and the widespread use of postal services and telecommunication. The deployment of call centers in the 1950s exemplifies this transition toward more organized service delivery.

Service 3.0 arose in the late 20th century, where automation began to take hold. Organizations started integrating their value chains and offering the first generation of channel-specific self-service options. The rise of personal computers, the Internet, and open standards fueled this phase, with self-service terminals becoming common in various sectors like banking and transportation.

Currently, we are in the Service 4.0 phase, where companies focus on delivering proactive and customized services across multiple channels. This stage is heavily influenced by advancements in digital transformation and technologies associated with the Fourth Industrial Revolution. The use of Big Data and analytics allows organizations to anticipate customer needs and respond in real-time, marking a significant shift in service delivery dynamics. This evolution highlights the increasing complexity and sophistication of service provision in today's market.

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Service Design Service Transformation Digital Transformation Big Data Value Chain Fourth Industrial Revolution Call Center Service 4.0 Analytics Innovation Transportation

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