Service Quality

Assessing service quality and then improving it can seem overwhelming if you’re the one responsible. Read on for insights about doing both.

We’re 8% into the 21st century and it’s time to map the continents that make up the contract service world. Charting these land masses helps customers and contractors get more from their […]

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, […]

The customer-supplier relationship has fossilized. It needs a re-examination to acknowledge the truth of customer-supplier interdependence. It needs a Service Contract Manifesto. Both customer and¬†supplier recognize the need for better business results. […]