The building blocks of consulting service excellence

Adeline A. Pacia

International Journal of Innovation and Learning, 2015, vol. 17, issue 2, 187-204

Abstract: The objective of the study is to identify and address areas that will contribute to the competitive strategy of a knowledge process outsourcing (KPO) company focused mainly on the sales and implementation of enterprise resource planning (ERP) solutions. To be competitive, seven building blocks of consulting service excellence were proposed. These building blocks provide a structure in ensuring competent consultants and successful project implementations. As a KPO service provider, the quality of the company's employees is critical to its success and key to its competitiveness, as well as the success of its partners and the clients it serves.

Keywords: performance measurement; performance management; knowledge management; human resource management; HRM; competitive strategy; quality improvement; quality management; organisational development; innovation; learning; consulting service excellence; consulting services; knowledge process outsourcing; enterprise resource planning; ERP. (search for similar items in EconPapers)
Date: 2015
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