Knowledge-Driven Service and Support (eBook, ePUB)
An Implementation Guide
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This book is for businesspeople who provide service or support and want to deliver 'perfect service' to their customers. This is the outcome goal for knowledge-driven, evidence-based service and support. Support provides quality control for services by providing visibility and intelligence about problems. Management can then make informed decisions that continually improve their services. And most importantly, customers receive perfect service. Dale Ott started his career in technology at IBM in 1979. He then worked for several start-ups and some large organizations to set up manufacturing ope...
This book is for businesspeople who provide service or support and want to deliver 'perfect service' to their customers. This is the outcome goal for knowledge-driven, evidence-based service and support. Support provides quality control for services by providing visibility and intelligence about problems. Management can then make informed decisions that continually improve their services. And most importantly, customers receive perfect service. Dale Ott started his career in technology at IBM in 1979. He then worked for several start-ups and some large organizations to set up manufacturing operations in Asia, quality control, and project management. Later with an MBA from Pepperdine University and a Certificate in Strategy from Claremont Graduate University, channel strategy consulting and then the President of Vitil Solutions in 2000. He has developed service and support programs, research, processes, methodologies, and associated outcome metrics for county and city governments.
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