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Monthly Archives: September 2013

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The Trouble with Innovation

Forming Service Relationships, Outsourcing and Service ManagementBy William Hooper9th September 2013Leave a comment

There are few matters raising as much heat and as little light in service provision as innovation. Customers are often aggrieved that they do not gain the competitive advantage they think they have paid for. How can you gain competitive advantage from innovation by sourcing services effectively? At the start of an assignment some time…

A meteorite strikes the Earth

Why do Good People Make Bad Calls in a Crisis?

Invigorating Services, Outsourcing and Service ManagementBy William Hooper6th September 2013Leave a comment

Ways to make decisions well. Guarding against bias. Governance. Major incident response and making decisions under pressure.

Making SIAM Work

Forming Service Relationships, Outsourcing and Service ManagementBy William Hooper2nd September 2013Leave a comment

The degree of change required to transform service provision from a prime model to one that engages multiple suppliers is significant. The many strands involved mean that it is not a simple issue that can be bought-in and forgotten. In this article, I concentrate on the job of implementation rather than sourcing and seek to point to some…

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