ABSTRACT
The primary process is under reconstruction This chapter will discuss the ‘series of client contacts that together make up the process of service delivery, as arranged by the organization’ (see p. 7). We are concerned here with the actual physical routing of the clients, from their first meeting with the organization until the final farewell, as it is provided by the organization. The main argument of this chapter is that, although we should assume that the core services remain essential to these services, we will also have to accept that these core services have become increasingly embedded in all sorts of other activities. The main cause of this is the flexible streamlining that most of these organizations are currently undergoing.
