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Parasuraman gap model

Five things inspired by Rip Van Winkle

Five things inspired by – Rip Van Winkle

Anita Ruddick, who created the Body Shop business, once told me that all the advances we see in our businesses should be seen as “stairways to the stars” – each advance having a higher trajectory.

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All articlesBy Graham Le RouxJanuary 28, 2018
Five things about – Service quality

Five things about – Service quality

Delivering a quality service or product requires constant management of the whole delivery chain, from order taking to ultimate delivery. Knowing the gaps described by Parasuraman can be a useful insight for executives.

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All articlesBy Graham Le RouxJanuary 16, 2018
Five things about - Customer focus

Five things about – Customer focus

Some might argue that you need to deliver what customers value and others might say that the customer is always right. The Parasuraman Gap model takes these issues into consideration and presents the issues facing businesses when delivering services or goods to customers.

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All articlesBy Graham Le RouxJanuary 12, 2018
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  • Strategy
  • Parasuraman gap model
  • Service quality
  • Planning
  • Customer focus
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TESTIMONIALS
We engaged Graham to assist our law firm on a number of different projects. I can not speak highly enough about his insight and knowledge about many aspects of our firm and its operational environment. I also gained alot personally from working with Graham and i found his willingness to pass on his knowledge very refreshing. I would not hesitate to use Graham at any opportunity
Stephen L. van DorpMullins
I attended a session on peer coaching facilitated by Graham. I can truly say that it produced a wealth of actionable insights. Graham not only has experience and business wisdom, he is also an extremely good listener, and able to deal in real time with core issues, rather than beating about the bush. I would have no hesitation in recommending the services of his organisation, Constantia Management.
Stephen MackayFrontier DC
Graham stepped in as interim CEO during one of the most challenging periods in the Public Relations Institute of Australia’s 65-year history. His enthusiasm and good humour were instrumental in building team motivation while his business accumen drove major improvements in operating performance. Graham’s contribution, in a very tight timeframe, has been greatly valued
Marie HowarthFPRIA
The Constantia Peer Coaching group which I attend is a valuable regular resource. As a convenor, Graham offers invaluable insights and leads procedures for self-analysis and business improvement. The process has allowed me to openly discuss issues with non-competing executives and secure input and advocacy about possible solutions. My peers in the group have held me accountable for the actions to which I have agreed. Concurrently, I have advocated possible solutions to my peers in the group, and in the process, learnt a lot about myself and the value of my knowledge, skill and perspectives.… Read more
Andrew W MorseDIgital Tsunami
Graham has a brilliant mind and is a pleasure to work with. He is a high level strategic thinker and always brings a great deal of wisdom to the table. Graham’s ability to literally think outside the box has stood the test of time and I would not hesitate in recommending him as a solutions-driven performer.
Katherine SpillaneIn-House Publishing
Graham is one of those few people who gives business consulting a good name. He’s ‘been there, done that’ so has the necessary experience and skills to not only help business owners/ management teams identify the right steps to improvement, he can help implement the plan in a real world way. Moreover, Graham is a true people person. Rather than simply ‘advise companies’ he mentors people at all levels to be more effective leaders and influencers to bring about genuine change in their organisation.
Wayne SlagerCollaborACTION Network Resource Group (CNRG)

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