New Technical Service Model LO8900

JOE_PODOLSKY@HP-PaloAlto-om4.om.hp.com
Mon, 5 Aug 96 11:04:08 -0700

Replying to LO8812 --

Ben,

I suggest that you look for your answers more in models of quality for
service organizations (consultants, travel agents, stock brokers,
architects, professional engineering firms, etc.) rather than looking
at manufacturing examples. Authors/consultants I have found useful
include Joe Pine, Don Peppers, Martha Rogers, and Karl Albrecht, and,
my all-time favorite, Gerald Weinberg.


Joe
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