Service performance issues require fast action. Left unattended, what might start as a minor missed expectation can become a serious performance outage resulting in replacement of the Service Provider. If you have established the proper Governance Process, the Client Leader and Service Leader are meeting regularly and reviewing progress on commitments. But something is just… Continue reading Serious Effort for Service Improvement: A 5 Step Process for Addressing Service Outages
When was the last time you thought you had more than enough resources and time to do the job you are asked to do? That’s just what I thought you’d say: “There is too much to do, too little time and no idea who’s going to do all this work!” These days business growth and… Continue reading IMPORTANT… and I need this done by YESTERDAY
"Trust men and they will be true to you: treat them greatly and they will show themselves great."— Ralph Waldo Emerson One evening, while out walking my dogs, I was totally distraught, feeling like I had no choice but this one Supplier. Unfortunately, this Supplier was embroiled in a serious liability issue at one of… Continue reading 3 Simple Steps to Getting the most from your Supplier Relationships
The continuum in the delivery of the Services is highly correlated to the level of ownership and the assignment of risk. Let's examine the different extremes and see who owns the risk. Hands On “Buyer as Expert” We choose to be highly engaged in the way Services are performed and/or delivered. We specify the what,… Continue reading The Service Continuum – Who’s the Expert?
There is a saying that is used in jest to define Consulting Services - A Consultant is someone who asks to see your watch, then tells you what time it is and asks for an exorbitant fee. Likely the person who coined that phrase is among those who learned by experience and paid for something… Continue reading Begin with the End in Mind