In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be "productive," but it is far less clear what this exactly means. In this book, we invite you on a journey that explores the ways, tools and options for driving service productivity. We take an innovator's perspectives and look at the tricky challenge of service productivity as a landscape of options for designing the future of services.

Case examples, from the airport, hotel, healthcare, and...