Expert Interview: Richard Pharro on Service Automation

A lot has been written about the need for organizations to become digital and to transform the way they work.  There is a wealth of information on the benefits of doing business in the digital age, how start-ups can access a global market within days of launching their innovative products and how existing companies can unlock opportunities through new online services.

Some businesses, by their very nature, are using technology to provide an enhanced customer experience and these businesses have transformed the way they work with their customers and have raised customer expectations that in return affect all businesses.  However, little has been written about how an existing business can achieve this transformational change.  What are the management and operational issues the business needs to address and how does it go about aligning, or more often redesigning, its business practices to deliver an automated service to its customers?

The Service Automation Framework book addresses service automation not as a technology issue but as a management and business process issue. Drawing on a wealth of personal experience and that of his colleagues, Jan-Willem Middelburg has developed a comprehensive framework which can be adopted by any size of business and will provide a blue print for any organization wanting to know how to respond to both societal demand and market pressures to provide their services with as little human intervention as possible.

I would recommend the Service Automation Framework book to anyone in business grappling with this problem. As Darwin said “It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.” Service Automated Framework shows you how you can adapt your business to meet the challenge of increasing automation.

Good luck with your journey.

Richard Pharro
CEO APMG-International