| > | | | | I believe that standardized methodologies can do |
| The key to succeeding in the market has always | | | | nothing butincrease efficiency, increase quality of |
| been the abilityto gain and maintain a competitive | | | | service, and ultimatelyincrease profitability. Earlier I |
| edge. Today's consumer isobsessed with speed and | | | | mentioned paying more forless. Taken in the context |
| has the false impression that speedlends itself to | | | | of technology consulting, what thisusually means is |
| efficiency by default. Just because we areworking | | | | that an implementation has not gone well, therehave |
| faster doesn't mean we are working smarter, and as | | | | been numerous meetings with top management, the |
| aresult the consumer often pays more for less. This | | | | clientliterally views themselves as being stuck with |
| speed-basedcommerce has evolved itself into the | | | | their decisionbecause of the dollars that have been |
| even greater "one stopshopping" phenomena. A | | | | invested to that point,and costs are far exceeding |
| phenomena which is fast becoming thedefining factor | | | | the original bid for the project. |
| surrounding an organization's ability to attractand | | | | It's my experience that if the consultants had been |
| retain quality clients. | | | | executing awell thought out plan which was reviewed |
| Speed has come at a price for the consumer. As I | | | | with the client priorto the start of the engagement, |
| listen to andparticipate in conversations, a common | | | | the client's expectations couldhave easily been |
| theme is that of peoplemarvelling at the lack of | | | | managed from the onset. |
| customer service in industries acrossthe board. They | | | | Standardization is the key to retaining clients and |
| are not, however, willing to forego their "nownot | | | | increasinga firm's capacity to take on more business. |
| later" way of life. In exchange they have been | | | | Imagine the comfortof knowing that a client could |
| forced toaccept a lack of consistency and customer | | | | enter any of the firm's officesand receive the same |
| service and view it tobe a necessary by-product of | | | | level of service, competence, and value forany given |
| the force that is driving theirlives. | | | | project. |