News - Strategies For Growth

SFG^SM News

Strategies For Growth^SM (SFG^SM) has provided consulting services to the services industry since its formation in March 1993. Now, in our 15th year, we have attained numerous milestones that we thought our clients, prospects and associates would be interested in knowing. The following summary lists many of our accomplishments during this period, sorted by month and year:

2007

William K. Pollock's article entitled, "Using Key Performance Indicators (KPIs) to Measure and Track the Success of Your Services Operation" is published in AFSMI's Sbusiness (September/October)
William K. Pollock is selected as one of nine nominees for election into AFSMI's President's Club (August)
Russell Harrell joins SFG^SM as a Senior Associate specializes in crafting solutions to improve the bottom line and assisting in the development of superior business processes, policies, operations and alliances (July)
SFG^SM is commissioned by Brocade Communications Systems, headquartered in San Jose CA, to design and execute the $1.4 billion company's North American customer needs & satisfaction surveys (June)
William K. Pollock's article entitled, "Field Service Operations and Wireless Communications: The "Reese's Peanut Butter Cup" of the Services Industry" is published in AFSMI's Sbusiness (March/April)
William K. Pollock hosts a webinar on the topic of "Incorporating Environmental Awareness Into Your Service Operation" in behalf of SFG^SM client, ViryaNet (March)
William K. Pollock authors a white paper in behalf of SFG^SM client, SAP, on the topic of, "Achieving ITIL Compliance with SAP: Leveraging Your SAP Investment to Better Manage Your IT Operations" (February)
William K. Pollock's article entitled, "Making Unhappy Customers Happy - and Happy Customers Even Happier!" is published in AFSMI's Sbusiness (January/February)
An article written in behalf of SFG^SM client, Bardess Group, on the topic of "Is Your Organization in Data Denial? How Can You Help It Achieve Data Quality?" is published in New Jersey Tech News (January)

2006

William K. Pollock's article entitled, "Mobile Field Service Management Software: Why You Need It and What It Needs to Do for You " is reprinted in AFSMI's Sbusiness (November/December)
William K. Pollock's article entitled, "Reverse Logistics: Doing the Supply Chain Dance" is published in Reverse Logistics Magazine (October)
William K. Pollock's Customer Relationship Management (CRM) column entitled, "Measuring - and Improving - Your Own Customer Service Performance" is published in AFSMI's Sbusiness (September/October)
William K. Pollock authors script for Tetra Pak (Sweden) service technician distance-learning training course entitled, "Introduction to Customer Relationship Management" (August)
William K. Pollock's Professionally Speaking column entitled, "When Were You Thinking of Revitalizing Your Services Portfolio? The Market Is Thinking 'Now!'" is published in AFSMI's Sbusiness (March/April)
An article written in behalf of SFG^SM client, Astea International, on the topic of "Service Lifecycle Management (SLM) Is a Prerequisite for 'Best-in-Class' Field Service - But, How Do You Get Management to 'Buy-in'?" is published in AFSMI's Sbusiness (March/April)
William K. Pollock's column entitled, "Does Your CRM Initiative Require a "Mid-Course Correction"?" is published in Astea International's Business Drivers newsletter (March)
William K. Pollock serves as Chairperson for IQPC's Service Parts Inventory Management conference in San Diego, California; his roles also include conducting a 3-hour Pre-Conference Workshop entitled, "Leveraging Service Parts Inventory Management Into Improved Customer Satisfaction", presenting on the topic of "Using Logistics to Maximize Customer Service and Competitive Performance", and moderating a panel on the topic of "Key Logistics Issues Impacting Your Competitiveness" (March)
Dennis R. Pickrel joins SFG^SM as a Senior Associate focusing in the areas of service operations audits and assessments, Business Process Evaluation/Re-engineering (BPE/R) and general services management consulting (click here to access a copy of the original announcement) (February)
William K. Pollock's article entitled "Mobile/Field Service Management Software: Why You Need It, and What It Needs to Do for You" (March/April 2003) is reprinted in AFSMI's Sbusiness (January/February)

2005

A column written in behalf of SFG^SM client, Astea International, on the topic of "Service Lifecycle Management (SLM): Untapped Potential" is published in the Line56.com E-Business Executive Daily magazine (click here to access a copy) (December)
William K. Pollock's article entitled, "Receiving Combined Technical and Customer Service Training Will Empower Your Field Technicians to Establish Real Customer Relationships" is published in AFSMI's Sbusiness (November/December)
William K. Pollock appears as one of three customer service experts to sit on AFSMI's "Customer Value Proposition" panel at the association's 35th S-Business Education Summit & Expo, October 9 - 12, 2005 in Nashville, Tennessee (October)
William K. Pollock's article entitled, "An Association Adapting to Meet the Evolving Needs of Its Members: Results of the 2005 TAWPI Membership Survey" is published in The Association for Work Process Improvement's (TAWPI) TODAY magazine (October)
William K. Pollock is appointed President of the Board of the Delaware Center for the Creative Arts (CCArts), the Yorklyn, Delaware non-profit institution dedicated to providing quality arts instruction, programming, recreational opportunities and special services to children, adults, seniors and individuals with special needs in Delaware, Southeastern Pennsylvania and Northeastern Maryland (October)
William K. Pollock authors the complete script and exercises for an e-learning course entitled, "Managing the Customer Relationship: for Field Service Technicians Supporting the Business Imaging Segment", to be marketed and sold by the Long Grove, Illinois educational software leader, MindBuilder Group, LLC. (September)
William K. Pollock's Customer Relationship Management (CRM) column entitled, "Moving from 'Poor', to 'Good', to 'Awesome' Service" is published in AFSMI's Sbusiness (July/August)
William K. Pollock presents the findings of the 2005 Membership Survey to the TAWPI Board of Directors at its Annual Forum & Expo in Baltimore, July 24 - 27, 2005 (July)
William K. Pollock's column entitled, "Remote Device Monitoring and Management Is Changing the Services Industry" is published on IQPC's website for its second Remote Device Monitoring & Management conference to be held in Atlanta, Georgia, September 26 - 28, 2005 (July)
William K. Pollock's Customer Relationship Management (CRM) column entitled, "The Importance of Fixing Your Customers - While You're Fixing the System" is published in AFSMI's Sbusiness (March/April)
William K. Pollock, in his capacity as President of the Philadelphia-Area Chapter of AFSMI, hosts the Chapter's third meeting at the Unisys Corporate Headquarters in Blue Bell, Pennsylvania. A total of 22 area services professionals attended the meeting (March)
William K. Pollock is selected to present a 90-minute seminar on the topic of "Implementing an Integrated Service Delivery Program" at AFSMI's Evolutions in Customer Relationship Management (CRM) Symposium to be hosted April 13 - 14, 2005 by the Association's Chicago Chapter (February)
William K. Pollock's Customer Relationship Management (CRM) column entitled, "Transforming Market Research into Customer Satisfaction and Retention" is published as the cover story in AFSMI's Sbusiness (January/February)
William K. Pollock conducts a 3-hour Pre-Conference Workshop entitled, "What Is Remote Device Monitoring & Management, and How Can Your Organization Benefit from It?" at IQPC's Remote Device Monitoring & Management conference in Orlando, Florida; he also moderates a Panel Discussion on the topic of "Gaining a Competitive Advantage Using DRM", featuring executives from Applied Biosystems, GE Healthcare and Heidelberg USA (January/February)

2004

William K. Pollock is quoted in an AFSMI/Sbusiness article entitled, "Transforming a Regional Service organization into a National Presence: The TecServ Case Study" written by Mike Davis, Director of Internal Operations at TecServ, a leading national provider of floor-care equipment services and support (September/October)
William K. Pollock is appointed to AFSMI Vendor Council for 2005 (November)
SFG^SM exhibits at AFSMI's 34th S-Business Education Summit and Expo in Dallas, Texas, October 3 - 6 (Booth # 317)(October)
William K. Pollock is quoted in an AFSMI/Sbusiness article entitled, "Storm Management: Managing the Aftermath of a Storm Doesn't Have to Be a Disaster Itself" written by James H. Morrow, Vice President of Americas Utility Sales at ViryaNet. (September/October)
William K. Pollock's Customer Relationship Management (CRM) column entitled, "Applying the Right Technology Will Be Critical to the Success of Your CRM Program" is published in AFSMI's Sbusiness (September/October)
A complimentary White Paper entitled "Moving Toward a Predictive Maintenance Service Delivery Model in Support of Self-Service Terminal (SST) Equipment" authored by William K. Pollock is made available exclusively through Diebold, Inc. (September)
William K. Pollock was the featured speaker for AFSMI's monthly Webinar series on August 10, 2004 on the topic of "Transforming Market Research into Customer Satisfaction and Retention" (August)
The ninth in a series of CRM-focused articles, entitled "10 Ways for Maximizing the CRM Impact of Your Customer Survey Program", co-authored by William K. Pollock, is published in AFSMI's Sbusiness (July/August)
William K. Pollock is one of the featured speakers for the Astea-sponsored AFSMI Webinar entitled, "The Case for Cost Containment: Making Real World Choices" on June 22, 2004 (June)
William K. Pollock's Customer Relationship Management (CRM) column entitled, "Preparing to Meet Customers' Services Needs in an Uncertain Economic Environment" is published in AFSMI's Sbusiness (May/June)
William K. Pollock is the featured speaker at the Philadelphia-area Chapter of AFSMI's second quarterly meeting, addressing an audience of 30 AFSMI members on the topic of "ISO, TQM, Paradigm Shift, SCM, CRM, PRM, DRM, Whatever!" (May)
SFG^SM announces its new Market Analysis^© consulting program designed to help clients cultivate new markets and improve existing levels of customer satisfaction. The new program integrates custom market and survey research, customer satisfaction measurement and tracking, market image and awareness, vertical market segmentation, and competitive business intelligence into a comprehensive analytical tool to assist services organizations (April)
The eighth in a series of CRM-focused articles, entitled "10 Critical Success Factors to Stay Ahead of the Game in Services Management", co-authored by William K. Pollock, is published in AFSMI's Sbusiness (March/April)
William K. Pollock, in his capacity as President of the Philadelphia-area Chapter of the CRM Association, hosts the Chapter's fifth meeting at the Villanova Conference Center. A total of 42 area CRM professionals attended the meeting (February)
William K. Pollock launches the new Philadelphia-Area Chapter of AFSMI on February 10, 2004; the event is hosted by Astea International at its Horsham, PA corporate headquarters (February)
SFG^SM announces its new Customer Discovery Surveys consulting service that allows clients to "fix their customers" while they're "fixing the system" (click here for more information) (January)
William K. Pollock was the featured speaker for the Southern Delaware Valley Chapter of APICS on January 13, 2004; his presentation entitled, "ISO 9000, TQM, Paradigm Shift, SCM, CRM, PRM, DRM, Whatever!" was based on the article of the same name originally published in AFSMI's Sbusiness (January)

2003

William K. Pollock's Customer Relationship Management (CRM) column entitled, "Using the Right Analytical Tools to Gain a Better Understanding of Your Customers, Your Competitors, and Yourself" is published in AFSMI's Sbusiness (November/December)
William K. Pollock, in his capacity as President of the Philadelphia-area Chapter of the CRM Association, hosts the Chapter's fourth meeting at Microsoft's Great Valley PA Headquarters facility. A total of 87 area CRM professionals attended the meeting (November)
SFG^SM exhibits at AFSMI's 33rd S-Business Education Summit and Expo in Reno, Nevada, October 26 - 29 (Booth # 614)(October)
William K. Pollock makes a presentation at the October meeting of AFSMI's New Jersey-Metro Chapter in Parsippany, New Jersey entitled, "The Market Is Ready for DRM! Top-Level Results from the AFSMI DRM Market Survey" (October)
The seventh in a series of CRM-focused articles, entitled "M Is for Management: A Critical Element in CRM", co-authored by William K. Pollock, is published in AFSMI's Sbusiness (September/October)
William K. Pollock, in his capacity as President of the Philadelphia-area Chapter of the CRM Association, hosts the Chapter's third meeting at SAP America's North American Headquarters facility. A total of 85 area CRM professionals attended the meeting (August)
William K. Pollock's article entitled "Device Relationship Management (DRM) Is Coming into Focus for Business Executives: Topline Results of the AFSMI DRM Survey" is published in AFSMI's Sbusiness magazine (July/August)
SFG^SM and Hands-on Management Consultants, Inc. (HoMC) announce the availability of the Business Scan© consulting program, a tool to help clients identify the causes of problems, and recognize opportunities for business improvement, leading to increased customer satisfaction and bottom-line profitability (click here to see Business Scan© brochure) (June)
The sixth in a series of CRM-focused articles, entitled "ISO, TQM, Paradigm Shift, SCM, CRM, PRM, DRM - Driving Organizational Change", co-authored by William K. Pollock, is published in AFSMI's Sbusiness (May/June)
William K. Pollock, in his capacity as President of the Philadelphia-area Chapter of the CRM Association, hosts the Chapter's second meeting at the Villanova Conference Center, focusing on the topics of "CRM Metrics, Analytics, and ROI". A total of 55 area CRM professionals attended the meeting (May)
William K. Pollock is the featured speaker for AFSMI's monthly Webinar series on May 13, 2003; his presentation entitled, "Customer Preparedness" included some of the executive-level results from the recently completed AFSMI-CRM Preparedness Survey (May)
William K. Pollock's article entitled "Mobile/Field Service Management Software: Why You Need It, and What It Needs to Do for You" appears in AFSMI's Sbusiness magazine (March/April)
SFG^SM celebrates its tenth anniversary in business on March 12 (March)
A white paper entitled, "The Evolution of Mobile/Field Service Management Software Packages: Why You Need One, How to Select One, and What It Needs to Do for You", authored by William K. Pollock, is made available by mobile resource management system software provider Nexterna (downloadable at www.nexterna.com) (February)
The fifth in a series of CRM-focused articles, entitled "How Prepared Is the Services Industry for CRM? Results from the AFSMI CRM Preparedness Survey", co-authored by William K. Pollock, is published in AFSMI's Sbusiness (January/February)
SFG^SM and Hands-on Management Consultants, Inc. (HoMC) announce the expansion of their strategic consulting alliance to include the joint business development, sales, and marketing of their respective consulting services (click here to see Sbusiness's International Industry News write-up) (January)

2002

William K. Pollock is formally announced as the new President of AFSMI's Delaware Valley (Philadelphia-area) Chapter (November/December)
William K. Pollock's Customer Relationship Management (CRM) column entitled, "The Right Strategy Can Get Your CRM Program Kick-Started" is published in AFSMI's Sbusiness (November/December)
William K. Pollock is quoted in an AFSMI/Sbusiness article entitled, "Automating Utility Field Service: A Single System for Managing Everything from Short-Duration Tasks to Complex Assignments" written by Jack McAvoy, Vice President of Marketing at ViryaNet. (November/December)
William K. Pollock, in his capacity as President of the Philadelphia-area Chapter of the CRM Association, kicks off the Chapter's inaugural meeting at Villanova University, featuring a keynote address by Michael Zubey, Senior Market Manager of Unisys Corporation, and a Power Panel comprised of four area CRM enterprise users. A total of 87 area CRM professionals attended the meeting (November)
SFG^SM's survey research work in the area of Device Relationship Management (DRM), commissioned in behalf of AFSMI and Axeda Systems, is presented by AFSMI's VP of EMEA Operations, Pim Bonsel, at the DRM Executive Forum as part of AFSMI's 32nd S-Business Education Summit and Exposition in Atlanta, Georgia (October)
William K. Pollock co-presents a three-hour workshop entitled, "Is Your Organization Ready for CRM? And, Are You Prepared to Implement It? at the CRM Association's Atlanta, Georgia flagship chapter, sponsored by AFSMI in conjunction with its 32nd S-Business Education Summit and Exposition (October)
William K. Pollock co-leads a Power Panel entitled, "CRM: The Latest Fad, or an Opportunity to Excel in the Services Marketplace?" at AFSMI's 32nd S-Business Education Summit and Exposition in Atlanta, Georgia (October)
SFG^SM exhibits at AFSMI's 32nd S-Business Education Summit and Exposition in Atlanta, Georgia, October 6 - 8 (Booth # 720)(October)
The fourth in a series of CRM-focused articles, entitled "CRM: The Latest Fad, or an Opportunity to Excel in the Marketplace?", co-authored by William K. Pollock, is published in AFSMI's Sbusiness (September/October)
India's ICFAI Center for Management Research (ICMR), a non-profit organization involved primarily in providing distance education, reprints eight of William K. Pollock's previously published articles in its "Book of Readings" of "Services Marketing" as a part of its endeavor "to provide quality and contemporary material to our students and faculty members" (August)
William K. Pollock's Customer Relationship Management (CRM) column entitled, "What's the Difference Between CRM, VRM, PRM, and DRM? And What Should All This Mean to Your Organization?" is published in AFSMI's Sbusiness (July/August)
The consulting partnership of William K. Pollock (SFG^SM), Leo A.P. Moerkens (Hands-on Management Consultants) and Scott Cabral (Peritum Consulting) presented their three-hour workshop entitled, "Is Your Organization Ready for CRM? And, Are You Prepared to Implement It?" at the inaugural meeting of the Washington-Baltimore Chapter of the newly-formed CRM Association held at George Mason University (June)
William K. Pollock is the featured speaker for AFSMI's monthly Webinar series on May 15; his presentation entitled, "Is Your Organization Ready for CRM? And, Are You Prepared to Implement It?" is a preview of the three-hour CRM workshop he will be conducting on-site in selected cities later in the year (May)
William K. Pollock is quoted in an AFSMI/Sbusiness article entitled, "Wireless Technology in Today's Field Service Industry" written by Judy Johnson, Senior Vice President of Marketing for FieldCentrix. (May/June)
SFG^SM is showcased in AFSMI's Sbusiness' Services Spotlight 2002, a special section that features profiles of "some of the leading vendors in the services and support industry" (May)
The third in a series of CRM-focused articles, entitled "CRM Evolution, Revolution and You: Are You Ready for CRM?", co-authored by William K. Pollock, is published in AFSMI's Sbusiness (May/June)
The consulting partnership of William K. Pollock (SFG^SM), Leo A.P. Moerkens (Hands-on Management Consultants) and Scott Cabral (Peritum Consulting) present a three-hour workshop at HealthTech 2002 in Baltimore, Maryland entitled, "Is Your Organization Ready for CRM? And, Are You Prepared to Implement It?" (April)
William K. Pollock makes a presentation at the HealthTech 2002 conference in Baltimore, Maryland entitled, "Strategic Planning: Building and Applying a Strategic Services Marketing Plan" (April)
William K. Pollock is chosen to head up the Organizing Board for the creation of the Philadelphia, PA chapter of the newly-formed national CRM Association based out of Atlanta, GA. (March) (click here to see press release)
William K. Pollock publishes his first column in Field Force Automation's Mobilizer e-newsletter, entitled, "Wireless FSA Is No Longer New, But It Still Makes News" (March)
William K. Pollock is quoted in an AFSMI/Sbusiness article entitled, "Involving Your CIO in CRM: The CRM-Ready CIO" written by Carol L. Johnson, Director, Business Transformation Services, SAP America, Inc. (March)
William K. Pollock's Sbusiness Customer Relationship Management (CRM) column entitled, "Measuring the Success of Your CRM Program without Succumbing to 'Analysis Paralysis'" is published in AFSMI's Sbusiness (March/April)
William K. Pollock and SFG^SM are quoted in the new AFSMI "White Paper" on the topic of Application Service Providers (ASP) and Business Process Outsourcing (BPO) (February)
William K. Pollock and SFG^SM are referenced in a FrontRange Solutions press release that cites the firm's work in conducting the customer needs & requirements assessment/satisfaction survey that cites its client's HEAT software as receiving "the highest marks for ease of use, reliability and quality". (January) (click here to see press release)
William K. Pollock is quoted in an AFSMI/Sbusiness article entitled, "ASPs and Inventory Planning: Tools That Work Hand-in-Hand" written by Bryan Scott, Vice President Sales & Marketing for Baxter Planning Systems (January)
The second in a series of CRM-focused articles, entitled "Modeling, Measuring and Managing the CRM Process", co-authored by William K. Pollock, is published in AFSMI's Sbusiness (January)

2001

William K. Pollock's Sbusiness Marketing and Business Development column entitled, "Turbulent Times Require Serious Marketing" reflects how the services industry is "getting back to the basics" (December)
William K. Pollock contributes to AFSMI/Sbusiness' annual Industry Outlook with a column entitled, "The Year of 'Real' Customer Relationship Management" (November)
William K. Pollock co-chairs AFSMI's Medical Services Symposium immediately following the association's 31st World Conference and Exposition in Anaheim, California (October)
SFG^SM exhibits at AFSMI's 31st World Conference and Exposition in Anaheim, California (October)
William K. Pollock is quoted in an AFSMI/The Professional Journal article entitled, "High-Availability Support Services - What to Look For" written by Dennis S. Lynton, Services Marketing Manager at StorageTek (October)
First of four CRM-focused articles, entitled "Is Your Organization Ready for CRM? And Are You Prepared to Implement It?", co-authored by William K. Pollock, is published in AFSMI's The Professional Journal; subsequent articles are to appear in the January, May and September 2002 issues (September)
SFG^SM is cited in Leo Moerkens' Hardware Services column entitled "Improving Customer Interaction" in AFSMI's The Professional Journal as a "customer requirements and … competitive research" consulting partner (August)
William K. Pollock (SFG^SM), Scott Cabral (Peritum Consulting) and Leo A.P. Moerkens (Hands-on Management Consultants) are selected to co-write a series of CRM-oriented feature articles for AFSMI's The Professional Journal; the first article is to appear in the September 2001 issue (August)
SFG^SM is awarded a customer satisfaction measurement and tracking survey to be conducted in North America, EMEA and Asia-Pacific (July)
SFG^SM is showcased in AFSMI's The Professional Journal's Services Spotlight 2001, a special section that features profiles of "some of the leading vendors in the services and support industry" (June)
SFG^SM announces a new strategic partnership with Wilmington, Delaware-based Peritum Consulting, Inc., a firm specializing in the Customer Relationship Management (CRM) field (June) (click here to see press release)
William K. Pollock is quoted in an AFSMI/The Professional Journal article entitled, "The Benefits of Outsourcing Your Supply Chain Management" written by Timothy W. Purkis, Vice President of Logistics Services at DecisionOne (April)
William K. Pollock begins writing the bimonthly Marketing and Business Development column for AFSMI's The Professional Journal after two years of having written the magazine's Customer Service column (February)
William K. Pollock is chosen by AFSMI to chair its post-World Conference full-day Medical Services Symposium, to be held on October 31, 2001 in Anaheim, California (January)

2000

William K. Pollock is selected to present a three-hour strategic planning workshop and a one-hour presentation at HealthTech 2001, to be held April 22 - 25, 2001 in Cleveland, Ohio (December)
SFG^SM kicks off initial client field work for first customer needs and requirements assessment/survey to be conducted in Singapore and Malaysia (November)
Carrie Cornella, Executive Vice President, Customer Service for FrontRange Solutions wins AFSMI's prestigious "Professionalism in Services" award - cites the consulting assistance provided by Strategies For Growth^SM three times in her acceptance speech as "one of the great contributors to [her organization's] success" (November)
SFG^SM unveils its new stylish logo at the AFSMI 30th World Conference in Nashville, Tennessee (October)
William K. Pollock chairs the Medical Services track for AFSMI's 30th World Conference and Exposition in Nashville, Tennessee (October)
SFG^SM exhibits at AFSMI's 30th World Conference and Exposition in Nashville, Tennessee (October)
SFG^SM conducts its first concurrent United States, United Kingdom and France mail customer satisfaction survey (June)
William K. Pollock keynotes DITEC 2000 annual conference in Solon, Ohio (May)
William K. Pollock makes two presentations at HealthTech 2000 conference in Dallas, Texas (May)
William K. Pollock is quoted in an AFSMI/The Professional Journal article entitled, "The Changing Model for Logistics Solutions" written by Timothy W. Purkis, Vice President of Logistics Services at DecisionOne (April)
William K. Pollock makes online, real-time, PowerPoint presentation to 70 nationwide InterCall sales personnel using the company's Present Online® service (March)

1999

SFG^SM is awarded its first contract for a customer satisfaction survey and analysis to be conducted for an Australian-based services organization (December)
William K. Pollock is presented AFSMI's 1999 Professional Writers and Consultants Award for his article entitled, "Establishing Interactive Partnerships Requires Both an Internal and External Focus" (October)
SFG^SM exhibits at AFSMI's 29th World Conference and Exposition in Orlando, Florida (October)
William K. Pollock addresses AFSMI's 29th World Conference and Exposition in Orlando, Florida (October)
William K. Pollock co-chairs the Telecommunications track for AFSMI's 29th World Conference and Exposition held in Orlando, Florida (October)
William K. Pollock addresses Astea's ADONUS Users Group in Albuquerque, New Mexico (September)
SFG^SM exhibits at NASM's 44th World Congress in Scottsdale, Arizona (September)
William K. Pollock addresses NASM's 44th World Congress in Scottsdale, Arizona (September)
William K. Pollock addresses BEACON Advanced Clinical Engineering Workshop in Hartford, Connecticut (June)
SFG^SM is awarded first AFSMI ACCSS-referred consulting assignment for a mid-western U.S. insurance services company (May)
William K. Pollock is quoted in an AFSMI/The Professional Journal article entitled, "Building a Consulting Services Start-Up Venture" written by Chu Chang, Vice President and General Manager of the Consulting Services organization at 3Com Corporation (now Palm, Inc.) (April)
William K. Pollock is named contributing writer for the Outsourcing/Services section of www.PlanetIT.com, a monthly Webzine published by CMP/TechWeb, and sponsored in part by IBM Corp. (April)
SFG^SM partners with Hands-on Management Consultants in performing a joint logistics management consulting assignment for a Fortune 50 telephony company (January)

1998

SFG^SM exhibits at AFSMI's 28th World Conference and Exposition in Las Vegas, Nevada (October)
William K. Pollock addresses AFSMI's 28th World Conference and Exposition in Las Vegas, Nevada (October)
SFG^SM is named a charter member of the Association For Services Management International's (AFSMI) preferred consultant ACCSS program (October)
William K. Pollock authors two opinion pieces that are included in JBA International's semi-annual worldwide newsletter (September)
SFG^SM partners with Hands-on Management Consultants in performing a business process evaluation and assessment assignment for an international telephony company (August)
William K. Pollock begins writing the bimonthly Customer Service column for AFSMI's The Professional Journal (July)
SFG^SM conducts its first mail customer satisfaction surveys in the United Kingdom and France (July)
SFG^SM partners with The Harrell Group (Austin, TX) in providing on-site consulting services to a major systems integrator located in Kuwait (July)
William K. Pollock addresses HealthTech's Medical Imaging '98 Conference and Expo in Boston, Massachusetts (May)
William K. Pollock addresses AFSMI's Fourth Annual Healthcare Conference in Orlando, Florida (May)
William K. Pollock co-presents a case study analysis along with client Bendata Inc. (now GoldMine Software) at Help Desk Institute's annual Support Services Conference & Expo in Washington, DC (April)
William K. Pollock addresses annual ASQ Annual Quality Symposium in Newark, Delaware (February)

1997

SFG^SM exhibits at AFSMI's 27th World Conference and Exposition in Boston, Massachusetts (October)
William K. Pollock addresses AFSMI's 27th World Conference and Exposition in Boston, Massachusetts (October)
William K. Pollock appointed Managing Analyst, Services Industry at GartnerGroup, with responsibility for managing three ongoing international competitive/marketing profiling analyses for Fortune 50 clients (October)

1996

SFG^SM exhibits at AFSMI's 26th World Conference and Exposition in San Diego, California (October)
William K. Pollock addresses AFSMI's 26th World Conference and Exposition in San Diego, California (October)
William K. Pollock addresses HealthTech's Medical Imaging '96 Conference and Expo in Nashville, Tennessee (October)
SFG^SM conducts its first telephone surveys in Sweden for an international services management systems software company (June)

1995

SFG^SM is awarded its first six-figure customer satisfaction measurement and tracking survey (November)
William K. Pollock begins two-year term as author of AFSMI's Services Marketing Newsletter profiling noteworthy services organization on a quarterly basis (August)
SFG^SM is incorporated for business in the Commonwealth of Pennsylvania (July)
SFG^SM begins long-term affiliation with Datapro Information Services, then a McGraw-Hill Company (April)
William K. Pollock addresses annual ASQC Annual Quality Symposium in Newark, Delaware (February)
William K. Pollock is selected as a bi-weekly business columnist for Chester County, Pennsylvania's Daily Local News, a 50,000-circulation daily newspaper covering Southeastern Pennsylvania and northern Delaware (February)

1994

William K. Pollock is presented AFSMI's 1994 Professional Writers and Consultants Award for his article entitled, "Sorting Out Quality: Building a Plan for Quality and Establishing a Basis for Moving Forward" (October)
SFG^SM exhibits at AFSMI's 24th World Conference and Exposition in Nashville, Tennessee (October)
William K. Pollock addresses AFSMI's 24th World Conference and Exposition in Nashville, Tennessee (October)
William K. Pollock addresses PCI's First Annual Service & Support Conference & Expo in San Jose, California (June)
William K. Pollock is appointed to the 1994 Board of Examiners of the Pennsylvania Quality Leadership Awards as Senior Lead Examiner (May)
William K. Pollock addresses annual ASQC Annual Quality Symposium in Newark, Delaware (February)
SFG^SM creates Service Quality Management Associates (SQMA), a consortium of 10 independent consulting firms focusing in the areas of strategic planning, services marketing and quality consulting (January)

1993

SFG^SM exhibits at AFSMI's 23rd World Conference and Exposition in Anaheim, California (October)
William K. Pollock addresses AFSMI's 23rd World Conference and Exposition in Anaheim, California (October)
SFG^SM is awarded its first consulting contract from Astea International, to design a customer satisfaction survey questionnaire (April)
Strategies For Growth^SM officially opens for business, originally chartered as a sole proprietorship (March)