CROSS Magazine Issue 06 | Page 51

C R OSS Conference DAY 2 Akira Kondo 1 What are the challenges faced by the service business nowadays? Currently, the structure of most companies focus on increasing the productivity, more to the products. The structure of the company now needs to be adapted to the service industry. We need to change the process to create a new structure. Interview with 2 How does technology change the way businesses deliver their ser vice nowadays? Technology is getting mature, it facilitates more possibilities for ser vice to fulfill people’s demands. But we have to be aware that there are problems which are caused by the technology gaps among people. For example, the internet. Some people can use the internet, some cannot. We have to create a sophisticated system so that the technology, no matter how advanced, can be accessed and used by all kinds of users. 51