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  • THE PRINCIPAL-AGENT PROBLEM IN SERVICE TO THE CUSTOMER

    THE PRINCIPAL-AGENT PROBLEM IN SERVICE TO THE CUSTOMER

    Editor’s note:
    “My boss hits me over the head each time
    he thinks I’m spending too much time on the phone dealing with a customer’s
    issue.” Ouch! That was the way a caller put it while I was doing a radio
    interview some time ago. Read More…

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  • THE U.S. SERVICE ECONOMY IS IN THE RED ZONE

    THE U.S. SERVICE ECONOMY IS IN THE RED ZONE

    Even the most begrudging observer realizes that the nation has pretty much ceded industrial production to offshore locations.  And, while it comes as welcome news that President Trump is working hard to bring jobs back to our steel, coal, and manufacturing industries it is doubtful that the trajectory of a slow and gradual decline in jobs can substantially be reversed. Read More…

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  • IS THE UNITED STATES AT END OF EMPIRE?

    IS THE UNITED STATES AT END OF EMPIRE?

    America’s
    economic primacy is pretty much behind us. And, I don’t believe there is any
    chance of reversing a trend that began thirty plus years ago. The best-case
    scenario for the nation is to arrest the rate of economic decline – never
    mind social and cultural decline, which are probably lodged
    in irreversible decay. Read More…

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  • SERVICE TO THE CUSTOMER IN THE GIG ECONOMY

    SERVICE TO THE CUSTOMER IN THE GIG ECONOMY

    According to the Bureau of Labor
    Statistics (BLS) there were roughly 16.5 million workers in the United States in 2017 who either had contingent work
    arrangements – work engagements that were strictly temporary – or those who had
    alternative work arrangements. Read More…

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  • MEXICO: A WORK IN PROGRESS

    MEXICO: A WORK IN PROGRESS

    Editor’s note: The very same day I arrived in the city of
    Monterrey the
    local news reported that police had found six severed heads in the trunk of a car
    parked at a gas station. I was in Monterrey to lead a seminar and workshop on
    Service Management to a local group of business men and women over the coming
    three days and this was hardly the welcoming I was expecting. Read More…

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  • SERVICE MANAGEMENT MUST COME TO THE WORLD OF NON-PROFITS

    SERVICE MANAGEMENT MUST COME TO THE WORLD OF NON-PROFITS

    Editor’s note: A benefactor to a local opera house pledges a seven-figure donation over four years only to find that the head of the opera insists on the entire donation be made in one shot right then and there. Wisely, the donor ignores the strong-armed tactic and walks away leaving the charity empty handed. Read More…

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  • GERMANY HAS WELCHED ON ITS MORAL OBLIGATIONS BEFORE

    GERMANY HAS WELCHED ON ITS MORAL OBLIGATIONS BEFORE

    Editor’s note: Having traveled on business throughout
    Germany deploying complex information technology
    projects, I can vouch for the German predilection with rules, process,
    programs, and structures. In the end, everything we set out to accomplish as
    part of our project roll outs we did so on time and on budget thanks to the
    hard work of our German team members. Read More…

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  • A SERVICE ECONOMY WITHOUT SERVICE: ANOTHER GREEK TRAGEDY IN THE MAKING

    A SERVICE ECONOMY WITHOUT SERVICE: ANOTHER GREEK TRAGEDY IN THE MAKING

    Editor’s note: The service economy of Greece accounts for roughly 80% of GDP. So, one would think that with so much
    riding on this crucial sector of the economy that the nation would excel in its
    delivery of service. Alas, that is not the case. Service across the board in
    key industries, from energy, to telecommunications; from transportation, to
    tourism is mediocre at best. Read More…

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  • cuba

    REMEMBERING THE INFAMY OF MR. OBAMA’S VISIT TO HAVANA

    Editor’s note: If a government’s mission is to be of service to its citizens, President Obama’s less than transparent visit to Cuba in 2016 betrayed the citizens of the United States. Mr. Obama’s visit was stagecraft meant to signal to the unquestioning that only he has a grasp of right and wrong. Read More…

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  • There Is More Than Coal, Steel, and Manufacturing at Stake

    There Is More Than Coal, Steel, and Manufacturing at Stake

    The Trump administration’s emphasis on U.S. job losses in steel, coal, and manufacturing industries to low-cost offshore locations is a justifiable emphasis given the devastation visited on Rust Belt communities after years of neglect and hostility by the Obama administration. Read More…

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