This is a drama about outsourcing, procuring and managing contract services.
It’s based on real life. And like a good melodrama, the hero prevails in the last reel.
It was prompted by a conversation this week with the Corporate Director of Procurement for one of the major travel web sites. (more…)
Add comment May 9th, 2008
If you read newspapers, then RSS (Really Simple Syndication) is your new newspaper.
Your paper newspaper is delivered to your doorstep. RSS does the same thing digitally - to your computer’s desktop.
In a newspaper you don’t get to choose which topics to include. The editor does that for you.
With RSS you get to select the topics. You can mix and match topics or zero in on:
Whatever topics you choose. RSS keeps you on top of the overwhelming and continuous mountain of Internet information. But just the info you want. And you can change those selections on the fly, easily, anytime.
Don’t worry if using something new feels intimidating. It’s roughly estimated that only 5.4% of global internet users use RSS. But that’s about 70+ million users.
It’s easy to start though. To learn how, click here.
And cost? There is no cost. It’s free! Go on, give it a try. You’ll be glad you did.
~~~~~~
Chris Arlen
President, Service Performance
Technorati: RSS, Really Simple Syndication
Add comment May 1st, 2008
Why consider which way you’re stuck? Stuck is stuck, right?
The way you’re stuck matters.
Take a wrong step and you fall off a cliff. Or you wander in wilderness for 40 years. Both unpleasant, but one kind of stuck is felt faster than the other. (more…)
Add comment April 29th, 2008
In the last month I’ve heard 2 buying trends from a half dozen service contractors around the country.
These trends aren’t from a statistical survey, but from anecdotal evidence (which means people told me). I love that term: anecdotal evidence. First heard it in grad school. I toss it in to make business gossip seem academic and important. You ought to try it next time you get the chance. (more…)
Add comment April 22nd, 2008
I have a friend/client from Kansas.
At least once every time we’re putting together numbers for one of his customers he’ll say “Figures lie and liars figure”.
That Midwest wisdom points out figures (numbers, facts) can tell many different stories.
You choose what you want them to say - then find a figure, or calculation, that gives you that story. (more…)
1 comment April 18th, 2008
A declaration of customer-contractor interdependence.
In the course of history, it becomes necessary to state the separate and equal principles that bind customer and contractor together in commerce.
As business practices evolve, both customer and contractor recognize the need for better results. Both sides want more. (more…)
1 comment April 9th, 2008
Last week’s post, The 5 Service Dimensions All Customers Care About , referred to research showing how customers assess the quality of a service.
That post prompted a contractor to point out a leading question.
How does Service Quality figure in Buying Decisions? (more…)
Add comment April 4th, 2008
Contractors want to know what customers care about, what’s important to them.
Service quality is a good guess. Price, and to a minor degree product quality, also count.
But for service contractors, customers care most about service quality. Check the research. Statistically valid research. (more…)
Add comment March 27th, 2008
Continual budget reductions are a pain to customers and contractors alike. Here’s a scenario that’s probably too familiar.
A customer has hired a facility service contractor. A fair market price has been negotiated in a competitive bid process. The first year goes well. (more…)
Add comment March 17th, 2008
Hewlett-Packard (HP) has enlisted retired HP employees to pitch its products in person.
In today’s NY Times, Going to the Company Elders for Help describes how HP asks long-term loyal employees, now retired, to volunteer. Their job? To promote HP products in retail outlets like Circuit City.
That’s right volunteer. No pay. (more…)
Add comment March 10th, 2008
