the chapter Measuring and Managing Service Delivery as one of the most important due to its useful c

the chapter Measuring and Managing Service Delivery as one of the most important due to its useful content. If we do not know “where we are” as a business operator, how on earth can we improve? We also need to know what the best organizations are doing (the “benchmark” organizations). In light of this chapter’s contents, how do you feel about the old saying “If it ain’t broke, don’t fix it” when thinking about the provision of guest service in an organization or business?