Chapter 1: We Are in the Service Age
For most of our lives we aren’t makers but providers. We give our energy and knowledge to the people we know and we receive other people’s energy and knowledge in return. Put another way, we usually relate to one another with what I call a service provider’s mentality. Yet the way most people behave and are managed or led in their professional lives has roots in what could be called the manufacturing mindset - roots which date back to the Industrial Revolution.
For a few hundred years, manufacturing drastically changed and dictated the landscape for professional standards and behaviors. To succeed in manufacturing, there are rules and invisible pillars that define how people perform and act toward one another, such as those we find common to production lines the world over. The manufacturing mindset that lasted for generations and still lingers to this day is what was used to get things done efficiently and offer direct benefits, but all that is different now, given that we in the advanced economies have entered the Service Age. For most of us, we would do better to leave manufacturing in the past and focus on returning to a service mentality.
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