Service Management

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

The Service Ecosystem

by Chris Arlen on July 2, 2009

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 […]

Assessing Service Engagements

by Chris Arlen on September 30, 2008

Woody Allen said “80% of success is just showing up”. However, buying or providing a support service takes a lot more than just showing up. Wouldn’t it be great if there were […]

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, […]

Why should customers and suppliers review service performance after the fact? It’s already taken place, why bother? Because outsourcing by its nature is an implied trust. Customers do their thing and trust […]