About the Author
Steve Downton is renowned for innovative thinking applied to the service industry. He has worked with leading-edge service companies for the past twenty five years and has benchmarked the industry since the early nineties. He has produced a number of thought-leadership articles and white papers, and has worked with many of the top service companies in the world in generating and applying Best Practices. Hilbrand Rustema has worked in several countries in North America and Europe in the role of Service Transformation specialist. During the last twenty years Hilbrand has advised leading service companies in the area of Service Strategy, Benchmarking, Process Optimisation, Change Management and Information Technology. Jan van Veen as a Service Transformation specialist has been assisting clients with Service Strategy development, Benchmarking, Process Optimisation, Change Management and Information Technology for the last ten years.