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What are the first steps in understanding your support or service strategy?

April 1, 2008

I think the first thing to understand here is what are your assets are.

Here I think the most sense is to split assets into resources and capabilities (Figure). Organizations use them to create value in the form of goods and services

  • Resources are direct inputs for production.
  • Management organization, people, and knowledge are used to transform resources.
  • Capabilities represent an organization’s ability to coordinate control, and deploy resources to produce value they are typically experience-driven, knowledge-intensive, information based, and firmly embedded within an organizations people, systems, processes and technologies.
  • It is relatively easy to acquire resources compared to capabilities
  • Resource Capabilities
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