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  • Writer's pictureKeith Harrison-Broninski

Selling Services

"Keith Harrison-Broninski observes that services suppliers often operate in very ineffective and inefficient ways because they employ standard techniques for continuous improvement. Keith argues that these techniques, such as Lean and Six Sigma, which were developed and refined in the manufacturing industry, are not suitable for managing the supply of services. He cites several reasons to support his premise and proposes an alternative business-oriented approach based on the principles of Human Interaction Management (HIM)."

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"Most Enterprise Architecture methodologies include the modeling of Capabilities. However, Keith suggests, it is not always clear what a Capability is, how to use it, and how it relates to other model

Evolution of Indicators

"Corporate indicators include Key Performance Indicators, Business Performance Indicators, and other metrics that form a basis for tracking an organization’s operations. Since these indicators respond


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