Stages of Service Provision Evolution PPT

This PPT slide, part of the 52-slide Service 4.0 Transformation PowerPoint presentation, outlines the evolution of service provision, categorizing it into 4 distinct stages from Service 1.0 to Service 4.0. Each stage reflects significant shifts in how services are delivered, driven by technological advancements and changing customer expectations.

Service 1.0 marks the inception of service provision in the 19th century. It represents a manual and non-standardized approach, exemplified by traditional bookkeeping tasks performed by clerks. This foundational stage emphasizes the basic nature of service delivery, highlighting its limitations in efficiency and scalability.

Transitioning to Service 2.0, which emerged in the first half of the 20th century, we see a move towards standardization and industrialization. This phase was characterized by the widespread adoption of postal services and scientific management principles. The deployment of call centers in the 1950s serves as a notable example of this shift, showcasing how organizations began to streamline operations and enhance service delivery.

Service 3.0, arising in the late 20th century, introduced automation into service provision. Organizations began integrating their value chains and offering self-service options through various channels. The rise of personal computers and the Internet played a crucial role in this evolution, enabling customers to engage with services more independently. Examples include self-service terminals at banks and grocery stores, reflecting a growing trend towards customer empowerment.

Currently, we are in the Service 4.0 phase, where companies are focused on delivering proactive and customized services across multiple integrated 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 leap in service provision capabilities.

This slide is part of the Service 4.0 Transformation PowerPoint presentation.

This presentation is created by former McKinsey, BCG, Deloitte, EY, and Capgemini consultants. It explains the framework of Service 4.0 Transformation utilized by global strategy consulting firms.

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Fourth Industrial Revolution Service Transformation Augmented Reality Digital Transformation Big Data Value Chain Call Center Service 4.0 Analytics

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