Matrix approach for the design of service delivery systems

Abstract

The gradual change that is occurring inside organizations, from a purely functional approach to one by process, is conditioned from outside and from within organizations. World change is happening faster from decade to decade. Political, economical, social and technological conditions of the first half of the 20th century in the world, and in Latin America in particular, are far from the conditions experienced during the last 50 years of the 20th century. The amount of changes that has occurred in the first 15 years of the 21st century is also immeasurable. There is a close relationship between the speed of technological change and changes in a good measure socioeconomic.  It leads to uncertainty, which has an impact on the ways organizations plan.  Insofar as the cycles of innovation - development are shortened, there is a gap between the appearance of products with superior performance in the market and the duration of similar goods previously acquired by users. This phenomenon shows a trend in the behavior of customers. Clients tends to request service solutions, rather than requiring specific products. This essay resulting from a research carried out in this field, examines, from a matrix approach, some of the phenomena that affect the design of processes of services delivery.