What if Service Processes Were Customer-Controlled?

When I was in high school, I sang in the high school glee club. One song I recall was called, “My Grandfather’s Clock.” Written by Henry Clay Work in 1876, the most dramatic lyrics of the song were found in the second verse,

“It was bought on the morn of the day that he was born

And was always his treasure and pride

But it stopped, short never to go again

When the old man died”

It is popular to talk about being customer-focused or customer-centric. But, what if service processes could be customer-...