The Service Profit Chain
Jim Heskett et al. first published the evolving Service Profit Chain in Distribution (SPC) model in 1994. Jim and I go back to the fall of 1972 when he taught my first case study class at Harvard Business School. Next, in 1978, Jim’s research group wrote a case study (on a turnaround I did) entitled, The Small Order Problem. During 1980, he turned me on to how FedEx’s People, Service, Profits model was delivering perfect service. And, then in 1982, I adapted FedEx practices to a successful distributor turnaround.
For more on how I’ve adapted the SPC model to distributors go to Google and search for “merrifield + service profit chain”.
Continue reading 53. Best Practice: Focus and Measure the Service Profit Chain in Distribution