That's very true. My article was written with the service-industry in mind. That being said, the person I was talking to was also talking with the service indus

That's very true. My article was written with the service-industry in mind. That being said, the person I was talking to was also talking with the service industry in mind ;) Still - you're quite correct that perhaps when creating "things" you may need a different appraoch - as I've never really worked in the "things" industry I can't comment. Anyone have any experience that would care to share their viewpoint?