Читать книгу A Customer-oriented Manager for B2B Services - Valerie Mathieu - Страница 62

B2B service contracts often include performance objectives in order to limit the risk of heterogeneity. In the context of a B2B service, the manager can act in two directions. The first is to work on the service process to ensure that all the elements of this process that can be formalized, and, therefore, likely to be standardized. This is similar to the principle of operation sheets, like a worksite preparation sheet, for example. The other line of work concerns the service employees, a strong factor of heterogeneity in a large number of service situations. It is then up to managers to make their teams aware of this reality and to support them in order to neutralize this drift.