Alessandro Donetti was born in Parma in 1964 and holds a degree with first class honours in Management Engineering from Politecnico of Milan. He is currently a Service Management lecturer at the University of Parma as well as in charge of the book series A-CCI Service Management (published by the Italian editor Guerini e Associati) for which in March 2009 he wrote a second book titled ”Excellence in the service industry”. Alessandro speaks about the field of Service Management during several seminars, meetings, national and international conferences. Moreover, he is an author of articles published by important managerial magazines. With more than 20 years of consulting experience, he supports clients in strategic advisory and in designing new customer service models.