I’ve worked with several service organisations that have adopted (what are referred to as) Tiered service models for their service design…and I’ve written about some of the problematic implications.

Some specific recent posts to mention in this regard are:

• The Supermarket Shelf analogy;
• ‘Bob the Builder’: Push vs. Pull analogy; and
• The ‘Spaghetti notes’ phenomenon.

You might think that I have a problem with the idea of ‘tiered services’…and you’d be right (at least as they are conventionally enacted).

You might then ask “okay, but what instead?”

Good question! This (longer) post is some opening thoughts on that.

Continue reading →