8/15/2023 0 Comments Moments of truth![]() ![]() The fourth way, improve moments of truth, takes up Jan Carlson's idea again and is about identifying the key interactions among providers, customers, and users, and working to improve both those interactions and the setting for action that those interactions take place in. This lean, agile, and lightweight outcome-focused approach to service management was prominent at service management's inception and got displaced during the re-engineering era by a more heavy handed end to end process engineering approach. Key interactions between service providers, customers, and users. He orchestrated a dramatic turnaround at SAS Airlines by focusing everyone on improving key moments of truth. Retrieved 8 March 2018.- Jan Carlson was a key figure at the inception of service management.
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