12.7.2021 | Creating a Voice of Client Process

Almost every quality initiative is founded on a basis of effective measurement. In-process inspection is critical when creating products, to identify defects or variation as quickly as possible, in order to restore consistent output. Project delivery organizations (engineers, lawyers, technology service providers, etc.) don’t have the benefit of measuring widgets.  Instead, service quality is often left to gut feel or vague customer satisfaction scores. During the workshop, attendees will be provided a detailed research-based study of what makes service delivery measurement different – and why the transactional feedback models found in high-volume low-touch environments (retail, call centers, etc.) don’t work for project-driven service organizations. Each attendee will be provided resources to develop and document their firm’s ideal feedback plan that is driven by measuring the expectations of the service recipients.  Topics include engaging stakeholders, timing when the measurement is most needed, determining which metrics need measuring, and establishing an individual action plan to increase value and outcomes for each client.