Promote or Perish
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 real stars of …
We Are Forgettable…
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 fail very infrequently. …
The Service Ecosystem
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 at service helps …
Improving RFPs for Greater Value
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 the best supplier? …
Service Level Agreements (SLAs)
Service Level Agreements (SLAs) are excellent tools for making performance visible and accountable. However, SLAs aren’t used as frequently as you’d think. In part, because it takes time and resources to create, then monitor and …