Quantifying service quality

Service quality is generally typically using Key Performance Indicators (KPIs), defined in a Service Level Agreement (SLA). Not exactly an approach destined to explore the depth and breadth of the human emotional experience, is it? But if numbers don’t matter to the individual and their experience, how do you quantify service quality? I’ll start with […]

Let’s try that again

My website has always been an experiment (that’s my excuse anyway), and over time it’s been a shop front for my consulting company, generated enough affiliate income to pay for my hosting and been a place where I wrote things down as a way of processing and refining ideas, with communication of those ideas being […]

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