October 2008

There’s no doubt putting a service contract out to bid is a game. The Request for Proposal (RFP) process is adversarial by design. On one side is the customer, contract in hand […]

Gap 5 & Roswell

by Chris Arlen on October 29, 2008

The secret hidden in Roswell’s hangar is not an alien body or spaceship. It’s Gap 5. Gap 5 is the reason services fail. The bigger the gap, the harder to satisfy customers […]

Service providers want to know what customers (internal or external) care about. Service quality is a good guess. Price, and to a minor degree product quality, also count. But for service providers, […]