Problem-Solving Tracks and Service Modules
This chapter shows how to focus brainpower on an efficient problem-solving approach. A track is a highway for specific types of service problems in which particular agents, who have the knowledge required to tackle those problems, solve them. It is articulate because it allows agents to skip from one highway to another, depending on demand. Tracks run through service modules. Any service is composed of a set of service modules that can either be located inside the company or the extended enterprise ecosystem. Service modularity makes for high flexibility. The chapter shows how one company has implemented both tracks and service modules.