Fidelity Institutional Retirement Services Company reorganized, automated, and reengineered all systems related to service delivery. They created a model for the development of associates called Service Delivery University and committed each associate to 80 hours of development per year. (JOW)

Compares the traditional model of a service economy to models based on analyses of actual economic and employment trends, and discusses the role of information technologies in producer and consumer services; current policy issues concerning the information sector; and the need to integrate the concepts of goods and services. (CLB)