Monthly Archives: August 2020

In delivering IT services, you often find yourself working in the area of expectations. More precisely setting expectations. The starting point for expectation setting in this article is in an airport. In Houston.   In Houston airport, executives were puzzled about complaints in the baggage handling area. Even after having optimized the baggage claim process, […]

After blogging for several years on my former blogs itfication.com and itarena.eu, I have chosen to start over on a clean slate. The reason is my recent experience with Business Relation Management, or BRM. It has opened an entire new world for me. It materializes and puts into structure, the items I in the majority […]