Service Automation – the concept of delivering services through smart technology – is a rapidly growing area of interest for most organizations. Companies such as Spotify, Netflix and Spotify and Uber (whom deliver 100% automated services) have proven that organizations can achieve rapid growth and gain a competitive advantage by relying on Service Automation.
Since Service Automation is a new topic, there was not a lot of (practical) information available on how organizations can set up Service Automation in their organizations. The Service Automation Framework® provides a step-by-step approach that illustrates how organizations can digitize their service offering in a methodical way. The corresponding certification scheme was developed for individuals and teams who aim to demonstrate their proficiency in the methodical steps of the Service Automation Framework. Additionally, the certification scheme provides a consistent starting point for organizations who want to start digitizing their service offering.
The Service Automation Framework consists of six main building blocks that can be divided into the ‘heart’ (focused on design) and the ‘brain’ (focused on delivery), which are both equally important in delivering automated services:
Each of the six building blocks form an essential step in design and delivery of automated services.
In addition to the six building blocks of SAF, the seven Service Automation Framework Techniques can be considered as a step-by-step plan that organizations can use to adopt Service Automation. Each of the seven SAFTs discussed in detail what techniques an organization should use to design and deliver automated services.
Through the chapters of the Service Automation book, each of the seven Service Automation Framework Techniques is illustrated using the case study of the Swan Hotel Group.
Service Automation is a growth market across the entire world. Whereas the competition in traditional Service Management products is fierce, the SAF product provides training organizations to showcase their innovative spirit and the opportunity to claim a part of the Service Automation market in their respective regions.
The Service Automation Framework is primarily intended for individuals and organizations in the service industry, whom can gain a competitive advantage by digitizing their existing service portfolio. Examples of industries that the SAF is especially suitable for include the Finance, Insurance, Healthcare and Government sectors.
The Service Automation Framework book covers the necessary steps to digitize the service offering of organizations and provides guidance on the 7 Service Automation Framework Techniques. The key benefit of the book and corresponding certification is that is provides knowledge and practical tools that can be used in practice after reading the book.
The Service Automation Framework for the design and delivery of automated services by Jan-Willem Middelburg
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