The key to succeeding in the market has always been the ability
to gain and maintain a competitive edge. Today's consumer is
obsessed with speed and has the false impression that speed
lends itself to efficiency by default. Just because we are
working faster doesn't mean we are working smarter, and as a
result the consumer often pays more for less. This speed-based
commerce has evolved itself into the even greater "one stop
shopping" phenomena. A phenomena which is fast becoming the
defining factor surrounding an organization's ability to attract
and retain quality clients.
Speed has come at a price for the consumer. As I listen to and
participate in conversations, a common theme is that of people
marvelling at the lack of customer service in industries across
the board. They are not, however, willing to forego their "now
not later" way of life. In exchange they have been forced to
accept a lack of consistency and customer service and view it to
be a necessary by-product of the force that is driving their
lives.
I believe that standardized methodologies can do nothing but
increase efficiency, increase quality of service, and ultimately
increase profitability. Earlier I mentioned paying more for
less. Taken in the context of technology consulting, what this
usually means is that an implementation has not gone well, there
have been numerous meetings with top management, the client
literally views themselves as being stuck with their decision
because of the dollars that have been invested to that point,
and costs are far exceeding the original bid for the project.
It's my experience that if the consultants had been executing a
well thought out plan which was reviewed with the client prior
to the start of the engagement, the client's expectations could
have easily been managed from the onset.
Standardization is the key to retaining clients and increasing
a firm's capacity to take on more business. Imagine the comfort
of knowing that a client could enter any of the firm's offices
and receive the same level of service, competence, and value for
any given project.
About the Author
Niki Bohne is the Director of Management Consulting at Kern,
DeWenter, Viere, Ltd. For free newsletter subscriptions on
topics ranging from estate planning, tax impact and nonprofit
organizations go to http://www.kdv.com.