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Thursday, 13 August 2015. The USMBOK series of publications is a welcome addition to the International Best Practice (IBP) site, extending the guidance and further helping to widen thinking by introducing an outside-in, customer centric perspective , Ian Fik, TSO Account Manager. A universal service management body of knowledge (USMBOK ) describing concepts and methods for use by any service business to manage the customer service experience. Kenneth Gonzalez, Managing Partner, Engaged Consulting Inc.

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