Jochen Wirtz

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Victor Kondratyevhar citeretfor 2 år siden
Well done is better than well said.

Benjamin Franklin
b0799771759har citeretfor 2 år siden
OTSU (opportunity to screw up)
b0799771759har citeretfor 2 år siden
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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