Development Services

In the real world of the service industry, there are three criteria:

•  good quality

• fast

• low cost

In any situation, the customer can pick two. In order to compete, any service provider must deliver at least on two criteria.
This principle ensures that a pizza parlour continues to exist next to a Zagat-rated eatery. It gives you the choice between ground transport or overnight air delivery. It helps the backyard mechanic to compete with the flashy dealership. For anybody to survive in the service industry, she or he must select two of those benchmarks. This is a strategic decision.

For 2004, which two criteria did you select for your work, unit, office, or division?

(9 January 2004)

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