recruiting, 90-93

training, 93-106 Salomon, John, 111, 112 Satisfaction programs, 257 Schoemaker, Paul J. H., 319, 320 Scope creep, 380 Screening, 250 Screening criteria, 248 Selling process, 161-165 Selling services, 107-113 Sergesketter, Bernard, 329 Service creation, 149-152 Service creation, roles to support,

152-153 Service firms:

challenge, 145

creative process (Exhibit 6.1), 144

response, 145-147 Service offering, 147-153

benefits, 147-148

creation, 147

setting expectations, 149

terms, 148 Skill, 286-287 Software solutions, 309 Sole proprietorship, 56 Standard operating procedures (SOPs), information technology and, 445 Statement of work, (SOW), 176 Strategic internal investment:

capital, 271-273

clients/customers/consumers, 273-274

employees, 271-273

founders, 270-271

investors, 270-271

management structure, 275-276

management team and, 269-270

objectives (Exhibit 12.3), 276

owners, 270-271

vendors/suppliers, 274-275

volunteers, 271-273 Strategic partnering, 180-193

driving, 182-183

geographic types, 184

globalization, 185-187

guidelines, 189-192

mind-set, 183-184

partner selection, 189

supply side, 184-185 Strateg y:

definition of, 433

technology, 434-435 Strong, Patr ick, 87 Subchapter C corporation, 60-62

Subchapter S corporation, 59-60 Succession, 65

Support staff, role of, 209, 200 Systems, 356-357

Talent themes (Exhibit 13.1), 286 Targeting sales opportunities, 110 -111

Target market, defining, 124-125 Territories, establishing, 84-86 Thaler, Richard, 327 Time, benchmarking, 24-25 Time-based measures, 21 Time management, 27-29 Timesheets, 350 Tracking, sales, 99-104 Training, sales team, 93-106 Training programs, 232-234

Value objectives (Exhibit 12.1), 268

Venditto, Rose, 98

Vendor management, 385-399

assignment rights, 394

certifications, 396, 429

contracts, 392-396

dispute resolution, 395

ethics and, 427-428

evaluation, 409-410

insurance, 394

liability, 395

managing performance, 397-399 partners, 385-386 payment terms, 395 recompetes, 402-404 relationships, 385-388 resources, 428-429 role, 388-389 taking control of, 390-392 training, 395, 429 working with other customers, 400-402 Vendor manager, assigning a, 389-390 categories of (Exhibit 16.1), 386 due diligence, 421-423

evaluation team for, 409-410

geographic presence, 413

negotiating with, 424-427

new, 392

references, 422

request for proposal, 414-420

scope, 409

screening, 410-414

selection, 406-427

size, 413

troubled, 404-405 Voice-over protocol (VOP), 185 -187

Work backlog management chart (Exhibit 13.8), 302

Zachman framework, 436

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