Keith D. Sutherland

Keith D. Sutherland is a Co-founder and serves as Managing Partner of Service Management Dynamix,LLC. As a Sr. Consultant and Educator, His direct belief in, and many years of experience, in multiple facets of Service Management help customers become greater service providers and strong business partners. He believes that the formal adoption of concepts like 'systems thinking' and 'design thinking' are key to achieving those aspirations. Keith’s time spent across multiple types of businesses and communities over many years fuels his energy to learn and share experiences continually. In this book, along with his co-author, co-founder, and great friend Butch, Keith shares his knowledge and experience in establishing and maintaining a formal service management capability.