A strategy for increasing long-term capacity in a service organization is to design higher levels of self-service into operations.

Question

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By implementing higher levels of self-service, a service organization can free up staff resources, reduce wait times for customers, and provide round-the-clock availability to customers. This, in turn, can lead to increased efficiency, higher customer satisfaction, and ultimately, an increase in long-term capacity.

A Strategy for Increasing Long-Term Capacity in a Service Organization