A few words about us

Supporting the Service Industry

Headquartered in Harpenden, Hertfordshire, SGSA supports the service industry by providing career development for support and service employees and the creation and sharing of best practices for the industry.

Divested from a Pro-Cubed UK Limited business unit in 2007, the company has maintained the close relationship with Services Strategies Corporation, San Diego, that was first established by Pro-Cubed UK in 2002. SGSA is the preferred partner for Service Strategies in Europe, the Middle East and Africa and resells the Service Capability & Performance (SCP) Standards.

The company hosts over twenty public training classes per annum and additional bespoke classes on clients' premises. Our consultants are experienced in preparing companies for SCP Standards certification and assisting with strategic planning, operations analysis, benchmarking and service process reengineering.

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Steve Brand, Senior Consultant

SGSA is headed by Steve Brand, an industry practitioner with over twenty years technical support and field service experience in the aerospace, electronics and software industries. He has worked as the European director for Fortune 100 software vendors managing large international support operations. During his time in support, Steve successfully re-engineered a number of organisations, including the introduction of real-time support models, and has driven projects to centralise and decentralise service operations, develop customer feedback programs and implement TQM systems. He firmly believes that the quality of life for support centre employees is critical to the success of the operation and he is experienced in implementing people programs. Steve has also served on the Board of TSANet Europe to promote closer co-operation between software vendors and assisted in the development of the SCP Standards when working for an SCP Sponsor company.

Steve holds a Bachelors degree in Mathematics and an MBA from the University of Hertfordshire. He is currently an SCP Certification Auditor and Certified Instructor for the Service Strategies, Consortium for Service Innovation and Alexander Consulting classes.

Michelle Busby, Service Account Manager

Michelle has a strong background in sales and account management, having worked within the high tech, recruitment, charity and construction sectors. Communication and support are extremely important to Michelle in all aspects of her life; she strongly believes that by listening to people and recognising that they are all individual, has enabled her to build strong relationships with clients and provide the level of service and support that meets the customer's needs.

Prior to joining SGSA in 2016, Michelle worked as a Business Development Manager and Recruitment Consultant.

Stéphane Pinault, Senior Consultant

Stéphane has established himself as an operational and customer service exemplar, developing a formidable inventory of best practices and lessons learned as well as an impressive list of industry awards. Stéphane has built and led international teams of technical experts, making him a talented coach and experienced leader of the industry.

Stéphane Pinault has ten years KCS experience and led the global implementation of KCS at PTC. This project involved rolling out KCS to 400 support engineers and implementing new technologies. Stéphane is KCS accredited and provides KCS consulting and training in support and professional services. He is a regular speaker at the Consortium for Service Innovation conferences on the topics of KCS adoption and KCS across the enterprise.

Julie Taylor, Senior Consultant

Julie is people focused and results driven; she has a relentless passion for helping others succeed, a wealth of coaching and facilitation experience. She uses a fresh, engaging and dynamic training style; facilitating with authenticity, credibility, high energy, openness, integrity and humour.

Julie has 25 years’ experience with large multi-national organisations and has an understanding of diverse fields including; Sales, Technical and Customer Support, Marketing, Legal, Education, IT, Human Resources, Finance and Research & Development. Having worked in EMEA and the USA, she has a deep understanding and appreciation of different cultures. Julie is able to provide valuable insight into human behaviour; why people behave as they do, the impact this has on the individual, others, the team and ultimately the end results.

Julie is a certified NLP Practitioner, MBTI Practitioner and an Authorised Partner and Facilitator for Wiley’s Everything DiSC, Dream Manager and The 5 Cohesive Behaviors of a Team.