Thursday, October 14, 2004

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

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