Service Management

Herding cats may be more peaceful than managing a service. Here are thoughts about service, skipping the cats.

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

by Chris Arlen on 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. […]

Promote or Perish

by Chris Arlen on 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 […]