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Our Commitment to Service Quality at each stage of the Consulting Process

Our Values are based on the Determinants of Service Quality*. This table provides examples of behaviours that demonstrate our commitment to these values.  

Our Values

Stage of Consulting Process

Pre-proposal Proposal                               Implementation      Reporting                Ongoing Support
Reliability   Set realistic timeframes & targets Well organised activity. Consistent with proposal Meet reporting deadlines (or give warning if may not) Free in short term.  Available in longer term.
Responsiveness Discover how this organisation'is different' Demonstrate how 'this client's' needs willl be met. Adjust methods (with client approval) to meet changes in client needs  Publish reports in format/media requested  
Competence  Research organisation's background Promise only what I can deliver. Continually update knowledge (books, journals, conferences, new experiences). Report against outcomes and actions in proposal Share new findings via Change & Perform Management Papers
Understanding Really understand required outcomes and what affects their achievement Demonstrate how client requirements will be met.   Regular meetings with client to address unanticipated issues Explain how client requirements have been met by consultancy.       
Communication

Listen carefully 
during briefing. Question to clarify issues

Jargon-free proposal Regular up-date meetings. Open to client requests or suggestions Jargon-free reporting  
Tangibles       Reporting against agreed Indicators

  

Access Response to all calls and emails from current clients within 24 hours 80% of the time
Courtesy Respect client, stakeholder and employee privacy. Protect confidentiality. Respect time constraints by setting and managing meeting agendas.  Be sensitive to individuals apprehensive of change, respect their feelings and help them see benefits.
Credibility My consulting is based on my AGSM MBA reinforced by experience as a lecturer in management subjects and in senior management positions. Referees and Testimonials available.  Change & Perform was established 1994
Security & Safety We comply with client organisation's safety and security protocols.

*Determinants of Service Quality; Zeitham, Berry and Parasuraman, Quality Counts in Service too,Business Horizons 28, (1985)

Last Updated on Tuesday, 16 November 2010 07:05
 
To discuss how we could help your organisation, contact Kerry on Email, LinkedIn or phone (02) 97063522 or 0419 474 432.