Roger H. Nuttall, MBA, MBCS, Managing Director of CBN, is a specialst in Service Gap Analysis and was co-author of "Getting It Right", (Integrating the Views of Users and Deliverers of Information Technology Based Services ), an academic paper delivered at the First International SOMA Conference at Bentley College in Boston, USA, August 1999. The paper was co-authored by Roger H. Nuttall , Christine Williams and Dr. Mark Saunders.
This work was originally focused on
assessing the effectiveness of IS departments. However, it was soon realised that the Service Quality Template approach
was appropriate and relative
to almost any business and takes the measurement of expectation and
perception to new levels.
Service Gap Analysis
The Service Quality Template, used in isolation, is only of limited value and it is the interpretation of it in the context of a wider service gap analysis that brings full dividend. Click here for a typical case-study example.
To discuss how the Service Quality Template and the subsequent service gap analysis can assist your businesses relationship with its customers, please either click on the information form at the bottom or call me direct on 01242 678437.. Click here for
further information |
