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Targeting Quality in Consulting Services
Managing for quality in a business is inherently challenging. This is especially true for service businesses.
Service businesses do not produce a “thing” whose quality can be measured, weighed, and tested. Service quality is subjective and personal.
Because service quality is intangible or immeasurable, there is strong tendency to manage service businesses by focusing on what is most tangible:
such as numbers of customers served, costs of providing the service, and revenues generated.
But focusing on what’s easily measured leads to “looking good without being good” – to having measurable performance indicators
that are acceptable but not providing basis for quality.
Work gets done but at a steadily poorer standard of quality, by servers who are increasingly overworked, underpaid, and under-appreciated.
We are consultants, too.
That's why we target quality in service for both government clients and consultants who represent OpenFrame Technologies.
Looking for a new contracting job? Visit our Consulting Site or send your Résumé to our Procurement Team.
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