Articles

It’s a life-long challenge to get smart about managing, buying and supplying services – the Service-IQ articles below can help you towards that goal. And if there’s a topic you’d like us to cover, feel free to contact Chris Arlen and we’ll give it our best shot.

“Lowest Price, Technically Acceptable (LPTA)” is a US government purchasing strategy that has leaked its way into where it doesn’t belong; buying complex services and/or products in the private sector. And like […]

Caveat emptor: Who hasn’t heard the phrase “let the buyer beware”? It’s a part of our consciousness, we don’t even think about it, it’s just good business to perform due diligence when buying. However, for every helpful phrase or […]

Total Cost of Ownership (TCO) should be a factor in all B2B purchase decisions – you take a rough cut at TCO, rationalize suppliers’ pricing with that cost-adder during bid evaluations, and voila! A smarter buy is made. […]

Gone Goal – The Movie

January 15, 2015

If annual goal planning for support services were a movie, it would be the film “Gone Girl.” Apologies for the reach but goal planning can have that same weirdness the movie has. […]

If you manage contract services or buy them, you probably believe you know how to write a Request for Proposal (RFP). You likely do. It just may be a bad one. And […]

Everyone has a service brand; individual, departmental, organizational. Whomever you serve or interact with has been accumulating their perceptions and experiences of you and your service. And you’re branded. Doesn’t matter that […]

Promote or Perish

November 10, 2014

Organizational support departments live in job justification mode all the time, all day, every day. Procurement, HR, Legal, IT, Real Estate & Facilities, Safety & Security, and other cost centers support the […]

Service providers are forgettable…until something goes wrong. Because service by its nature is invisible / intangible, so are we. Most of the time. That is, until we fail, and numerically speaking we […]

Service may seem simple, but in reality it’s not, it’s complex. It has many moving parts, in many locations, and at different times. Service is an ecosystem. Taking a big picture look […]

A Request for Proposal (RFP) is a routine business practice that rarely delivers what it could. It’s used regularly to make decisions, but are they great decisions? Do those mediocre RFPs select […]