My services can be as varied as writing new support policies to organizing a complete software interface redesign. Without these documents, a company cannot determine its customer service direction. My theory is that too many companies have focused on trendy internal management solutions, while the real problem for any business is how to sell products and services to satisfied customers. The above documents and policies are prepared and tuned throughout the execution of a quality assessment. A quality assessment is not a simple procedure.
Many companies stop the process before completion due to management pressures.
Managers often believe that they will be blamed for any problems identified. This fear leads them to attack the skills and methodologies of the consultants performing the review. I have recommended the removal or reassignment of middle and senior managers during a quality review. I only make such a recommendation when it appears that a significant number of employees cannot work with that manager. The following outline of my methodology clarifies how and why I perform certain tasks.