IDG Contributor Network: Creating an organization with service excellence as its foundation

In "Service excellence in service management," I wrote about why service excellence matters and provided some first steps you can take towards it. Because of all the positive reactions and follow-up questions I received after presenting about this topic at the HDI conference in Las Vegas in April, a follow-up piece with some further steps makes sense.Creating a positive culture in a service management environment is an extremely important part of the path to provide service excellence to users.