Experience Mapping Identifies Pain Points and Solutions for Services

Lee Coulter

Shared Services. What does that even mean? It’s what we do and deliver, but what does it really mean? The term was originally coined by the consulting group Gunn Partners when they were working with General Motors to reduce cost and improve the performance of IT within the company. All of the distributed automotive departments had duplicated the very expensive technology that was used for design and production work, and all of these different IT departments and systems were very under-...
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