It takes two: Dancing the adviser/client technology tango

When we order a new car, we expect it to be of the same quality and look exactly like those in the showroom. And when it arrives, it should match precisely the specification we asked for. A key element in the manufacture is having a well-defined process where all members of the team understand - and know - the part they play in delivering on customers' expectations. For products, this seems obvious: a ‘standard' is worked from but then extras such as leather seats, paintwork and wheels are added on. Does this apply to services, where each client may have particular issues that need to...