Aligned with The Business Excellence Framework, BEF 2011.The book demonstrated how Al and Sam act and think regarding the seven processes in their service provider business with the help of the BEF framework and the ISO 9001 standard.The examples are applicable to professional enterprises, whatever their size, as well as to in-house specialists in an organisation."The book gives a good picture of the practical processes of a small enterprise and acts as a basis for compiling the entrepreneur?s own checklist and for identifying critical points. I recommend reading the book with thought to every expert who wants to make his or her operations more systematic and increase customer satisfaction." Reijo Rainio, chief consultant. Jointly published by SAI Global and Oy Benchmarking Ltd.