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Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition by Mark Thomas, Suzanne Van Hove

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CHAPTER 12: CASELET #8 – VALUE-BASED PORTFOLIO

A west coast-based technical staffing agency has experienced significant growth in the last five years and plans to expand nationally through acquisitions. However, several large customers have moved to competitors for staffing services. With the loss of these key customers, it will be difficult to meet corporate growth goals.

An investigation team was chartered to discover why customers were leaving. Their results revealed the following:

 

  • Information provided to customers was often late, inaccurate, or not available at all
  • The company primarily uses spreadsheets, even though there are systems in place to manage information
  • There are multiple tools in place with little collaboration between them ...

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