Leading at Sun in the post-dot.com era, Beric Maass has acquired the skills needed by today's organisations: beyond technical skills spanning a variety of current operating systems and technologies, he brings a passion for innovation, profitability and excellence. Learning that you can't improve what you can't measure, he has become adept at distilling business intelligence for communications, to engage and drive alignment. As the Single Point of Contact for all matters Customer Satisfaction related, he has seen first hand the effects of improperly set expectations, misunderstood SLAs and inadequate recovery processes.