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In theory there is no difference between theory and practice. In practice there is.

Explore the intricate relationship between theory and practice in service and sales management, focusing on reinforcing loops, demand, waiting time, satisfaction, and productivity. Delve into the challenges of staffing, growth limits, and quality enhancement, while navigating complexities and enhancing computing through improved systems. Uncover the pitfalls of heroics, addiction loops, and crisis heroism, and learn about problem-solving processes to foster improvement and reduce dependence on heroics.

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In theory there is no difference between theory and practice. In practice there is.

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  1. In theory there is no difference between theory and practice. In practice there is.

  2. – Service problems + Sales + New accounts

  3. Reinforcing loop + Positive experience Word of mouth +

  4. Balancing loop Demand + Waiting time + Satisfaction –

  5. Balancing loop with delays Demand + Waiting time + Satisfaction –

  6. + – Productivity Fixes that backfire – Current profits Staffing cuts +

  7. Limits to growth + – Resources for quality Improved quality Complexity of issues + + + – Moore’s law Improved computing Complexity of software + +

  8. Symptom correcting process Effective PM system formal rules Heroics & relaxation of rules + – – + + + Problem correcting process Improvement Rewards for heroics Addiction loop – Dependence on heroics + Shifting the burdenCrisis heroism Delays of product launch

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