Dougherty & Associates has developed a unique and exciting approach of establishing sustainable, competitive advantage in the service industry.  The Dougherty & Associates' approach is a systematic, incremental process by which the value for service is infused throughout an entire organization; from the mission statement to job descriptions, from senior level policy meetings to new employee orientations.  Quality service from the customer's point-of-view, is defined in such a way that it can be measured and managed.  This is not just another commitment to competing and winning on the basis of quality.  It is driven by a state-of-the-art customer satisfaction model and sustained by a self-renewing quality service cycle.