Overheard ... The first law of services
The first law of services is (S = P - E)
Or "Satisfaction = Performance minus Expectation"
The "law is also known as [Maurice] Saatchi's Law, but it's not his. It was created in the 70's by the American David Maister as part of a conference called 'Production & Operations Management'.
Sometimes the most banal things get remembered from a presentation.
Take care,
Will
Or "Satisfaction = Performance minus Expectation"
The "law is also known as [Maurice] Saatchi's Law, but it's not his. It was created in the 70's by the American David Maister as part of a conference called 'Production & Operations Management'.
Sometimes the most banal things get remembered from a presentation.
Take care,
Will
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