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 get what they have paid for. Suppliers feel hard done-by that their contributions are not valued as they should. Why does this arise and what can we do about it?…
A major incident is the stuff of nightmares. Something has already gone colossally wrong, and there is so much potential to make it worse. Reputations and more are on the line and everyone is tense. What is it that differentiates those that handle this well from those that foul it up? Process is Not Enough…
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…