Sbusiness

Features

Metrics: Do You Really Know What's Going On?
By Jeff Brooks

KPIs: A Success Gauge for Your Services Operation
By William K. Pollock

Communication, Discipline, Trust: Your Rx for a Great SLA Partnership
By Chip R. Bell and John R. Patterson

Better, Faster, Cheaper: A New Business Improvement Methodology for Delivering Standardized, Complex Services
By Maarten Tentij

Deleting Voicemail 666
By Atlee Valentine Pope and George F. Brown, Jr.

Services Engineering: A Critical Success Factor for Professional Services Organizations
By Thomas E. Lah

Spotlight on...MERA (Medical Equipment Repair Associates)
By Walt Gasparovic

AFSMI’s 37th S-Business World Conference and Expo Exhibitors: A Look at Some of the Companies Exhibiting at This Year’s World Conference

Expert Perspectives

Being a Successful Coach
By Dennis Gershowitz

Designing Traditional Services
By Al Hahn

Managing Performance in the Support Center
By Francoise Tourniaire

The Investment Decision Tools
By Gudrun K. Granholm

Rapid Parts Delivery and Return: A Logistical Dream
By Joe Patton

Inside Services

Certification: The Journey Is the Reward
By Mike Davison

A Review of Services—Past and Present
By John Schoenewald

The Industrialization of Service
By Pim Bonsel

Support the Brand: Sales and Service Working Together
By Steve Downton

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From the Editor’s Desk

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Vendor Spotlight

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If You Ask Me