“Service Performance helped improve our customer experience resulting in big wins." — Tom Lencer, Global Foundation Services Manager, Microsoft
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 [...]
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 [...]
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 [...]
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, [...]
The economy’s outlook is bleak and the bottom isn’t in sight. Optimists say it’s six months away. Others, two years from now. And that’s the bottom, few are guessing when we’ll get [...]