] But overhauling a traditional service design is no
] one-shot, onetime deal. Because technological and
] infrastructure changes, competition, and industry
] restructuring are ongoing, service companies need to
] constantly experiment and fine-tune their systems if they
] are to negotiate these changes in a sustainable manner.

This article addresses numerous topics springing from the current transformation from early stage information economy to more mature models.

For me personally, it's a ringing endorsement for the constant creation and destruction of an organization from within. It also lays out a recommendation for a process based organization much like what AMHC is undertaking.

Boot Camp for Service Operations