Service Management Group

Maintaining headquarters in Kansas City, Mo., Service Management Group is dedicated to the management of multi-unit companies. SMG assists many top retail, restaurant, hospitality and service companies throughout the world. It conducts approximately 20 million surveys annually from more than 50,000 locations. Its core strategic model is called the Service Profit Chain. It was developed by former Harvard Business School professor Leonard Schlesinger and his colleagues. Many service-driven organizations utilize this model to improve their financial performances. SMG s tools meet the needs of multi-unit operations. Its methods enable managers to identify and solve problems at the unit level, and help executive leadership monitor service quality from the corporate level.