The Building Blocks of Consulting Service Excellence

Adeline A. Pacia
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Adeline A. Pacia: University of the Philippines Diliman

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Abstract: Purpose: The objective of the study was to identify and address areas that will contribute to the competitive strategy of the service delivery group of a Knowledge Process Outsourcing (KPO) company whose business is focused mainly on the sales and implementation of Enterprise Resource Planning (ERP) solutions. Design/methodology/approach: The DMAIC methodology was used in the study: Define, Measure, Analyze, Improve and Control. Findings: For the company to be competitive, seven Building Blocks of Consulting Service Excellence were proposed: (a) Competency Framework which provides a guide for consultants in identifying key competencies needed to ensure high quality consulting service and career growth; (b) Implementation Methodology which serves as a guide for consultants in identifying key competencies needed to ensure high quality consulting service and career growth; (c) Solution Offerings and Value Proposition which are productized solutions specific to an industry or business process; (d) Human Resource Development which programs the skills development and career growth of the consultants; (e) Organization and Management which covers the organizational structure and management team needed to ensure smooth delivery of the service; (f) Infrastructure Support which includes hardware and software platform; and (g) Performance and Rewards which provide a platform to ensure a motivated team committed to the company vision. Originality/value: These Building Blocks provide a structure in ensuring an efficient Human Supply Chain – from personnel recruitment to human resource development to career transitions and retirement. As a Knowledge Process service provider, the quality of the company’s employees is critical to both the success and key to its competitiveness, and the success of their partners and the clients it serves.

Keywords: performance measurement and management; knowledge management; human resource management; competitive strategy; quality improvement and management; organizational development (search for similar items in EconPapers)
Date: 2013
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