Jochen Wirtz



Victor Kondratyevhas quoted2 years ago
Well done is better than well said.

Benjamin Franklin
b0799771759has quoted2 years ago
OTSU (opportunity to screw up)
b0799771759has quoted2 years ago
stress the importance of thinking through all the things that might go wrong in the delivery of a particular service.4 It is only by identifying all the possible OTSUs associated with a particular process that service managers can put together a delivery system that is designed to avoid such problems.
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