This Product is supported by Bruce Holland
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"At the heart of any service quality program is the need for every person to be 100% customer focused.. " Bruce Holland
Service Quality requires strength in four components
... service quality improves when these four intersect.
Although each program is tailored to the organisation, we have worked in all of the following stages:
We have worked in each of the following roles:
There is no 'right' program for all circumstances; it depends upon what you are trying to achieve (e.g. how important is ISO certification?); the market environment in which you operate (e.g. the magnitude of change and your competitive strength); the attitudes, skills and knowledge of your people; the organisation's readiness for change; and the resources you are prepared to invest.
Change of this magnitude is not easy, and some clients prefer the insurance (you only get one chance) and economy which goes with an external manager. We can work as managers during the design, training, introduction, implementation and follow-up stages.
Often our clients recognise that the in-house development of various components is not economic. In these cases, after reviewing their program, we modify our components (e.g. values development, training material, surveys) to fit their program.
Our style is practical in orientation Interactive, learning by doing, Fun and high energy, Lifting-the-lid on creativity Wall-to-wall across the organisation.
This product has been developed and is supported by Bruce Holland with help where required from other members of the Virtual Group Business Consultants.
All work undertaken by Bruce Holland is guaranteed. If at the end of the program the client doesn't feel that they have received value for money, they may adjust the bill and pay an amount equal to the value they feel they received.