Service Work at Scale: AI Adoption and Span of Control in Services Organizations

Services organizations view span optimization as an important workforce design consideration, but most report only moderate capability to analyze and manage span of control consistently across teams and functions.

This research examines AI’s influence on span-of-control decisions, current adoption patterns, and the measures organizations use to evaluate success.

Key Takeaways

• Most organizations report at least some ability to manage span of control, though strong capability remains less common
• AI has not yet become a common input into span-of-control decisions, with more than half of organizations reporting little or no influence
• AI adoption remains concentrated in pilot efforts, while employee engagement is the most widely used measure of span-of-control success

Click the View Now button to access survey findings on AI adoption, span-of-control management, and workforce priorities in the services industry.