Life is Service for Cutter Consortium
I had the opportunity to write for the Cutter Benchmark Review. The article focuses on research that Cutter conducted across four areas within service maangement: (1) Are IT groups contributing to their business? (2) Is knowledge sharing between the IT organization and business clients improving service? (3) What role does trust play in the quality of the services? (4) Should management care about the emotional climate?
Geneviève Bassellier, Assistant Professor of IS at the Desautels Faculty of Management at McGill University (Canada), and Ronald Cenfetelli, Assistant Professor of MIS at the Sauder School of Business at the University of British Columbia (Canada) are co-writers of the piece. On the basis of their findings, they provide a roadmap for improving the internal relationship between the IT shop and the rest of the organization, with particular attention to the service function.
I had the opportunity to offer a more practical, operational approach with several guidelines for improving the customer-service orientation and attitude of your IT shop. You can download the document here: Download Article for FREE here at Cutter.com
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Bob Furniss
As founder and President of Touchpoint Associates, Inc., Bob Furniss has more than 25 years of experience in the customer service field - assisting organizations to increase productivity and profits by bringing out the best in their people. He has shared his experience in the areas of leadership and service with some of the top companies in America - companies like FedEx, Corporate Express, DePaul University, Delta Airlines, Hanley Wood and more.
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