Consistent Processes execution

Ensuring that tasks are executed in accordance with the most efficient and effective practices is a key operating goal. Yet in practice many customer service organisations allow staff to deliver service using 'local' or individual variations of processes, rather than a single 'best way'. This results in inconsistent customer experience, higher costs and often, poor quality outputs.

Many companies focus on the easier part of the problem - determining the 'best' process, which requires insightful analysis and design. However changing the underlying behaviours that are required to deliver sustained consistent performance and lower cost is complex and risky. Our experience is that the investment of effort in this area is underestimated, leading to disappointing results.