Sawhney, Balasubramanian, Krishnan (2004)

Question 1

The service opportunity matrix

Answer 1

Preparing for service growth scenarios and the customer activity change
Either reconfiguration of current or expansion to new.
Temporal = primary activites
Spatial = adjacent activities

Question 2

Motivations for temporal reconfiguration:

Answer 2

1. companies are better at managing assets or performing business processes that are loosely related to their core competencies but not to those of customers.
2. they can aggregate demand across customers to create economies of scale that they can pass on to customers. (multiple products, one box)
3. they can apply knowledge about best practices from the industries in which they provide such services.

Question 3

The service risk mitigation matrix

Answer 3

Capability risk = Can we do it,
Market risk = will they come,
Financial risk = can we make money