Because the service industry lacks an agreed upon vocabulary, common processes, universal principals, and common metrics, it is almost impossible test the validity of any hypothesis. Statements lack credibility because no one can be sure exactly what is being claimed, and because there are no agreed upon principles to generate a proof. It should be noted in today's worldwide corporation , that service is one of the last entities to hold out from operating, in part, as a community. Just look at what the Internet is doing in terms of standardizing content exchange, access, and connectivity. Installation's where a vendor claims to have a 'success' must be treated very cautiously because that vendor may view success very differently than you, and may have a much different environment.
Most vendors have a long list of dissatisfied accounts.
Therefore, we are proposing a structured system for 'content' creation, production, and deployment in the service organization. Like the MRP system, technology is required , but the methodology does not dictate a particular brand of technology, rather, it specifies required features and functions. It's focus is on creating a methodology to harness content and measurably apply it to productivity, call prevention, and customer empowerment. It also focuses on defining and documenting itself so that it can be understood and shared within the service community. What follows is an overview of the methodology.