Service Index – SI

As with quality, it’s your customers who decide the service factors most important to them when making their buying decisions

And it’s their ratings of those factors, not yours, that matter most so, again, first establish their top ten and then ask a sample to rate each one

If you managed a retail shop or delivery company, what would you do if you found such poor ratings for the ‘waiting times’ and ‘communications’ offered

An aide memoire for busy businessmen, mostly land bound, who yearn ‘to go down to the seas again’

‘Productivity Knowhow’ – the basic knowhow managers need for big productivity improvements

‘Productivity Postbag’ – a selection of views on productivity matters from business heavyweights

‘Productivity Quotes’ – over 1,000 quotes from the ‘great and good’, some amusing, some controversial