FIVE Powerful Forces Transforming the Service Landscape

1) Government Policies
- Changes in regulation
- New rules to protect customers,employees and environment
- New agreement on trade in service

2) Social Changes
- Rising customer expectation
- Easier access to more information
- Immigration

3) Business Trend
- Push to increase shareholder value
- Emphasis on productivity and cost savings
- Focus on quality and customer satisfaction

4) Advances in IT
- Growth of Internet
- Faster, more powerful software
- Wireless networking

5) Globalization
- Increased international travel
- International merges and alliances
- Foreign competitors invade domestic market