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The key to succeeding in the market has always been the abilityto gain and maintain a competitive edge. Today's consumer isobsessed with speed and has the false impression that speedlends itself to efficiency by default. Just because we areworking faster doesn't mean we are working smarter, and as aresult the consumer often pays more for less. This speed-basedcommerce has evolved itself into the even greater "one stopshopping" phenomena. A phenomena which is fast becoming thedefining factor surrounding an organization's ability to attractand retain quality clients.Speed has come at a price for the consumer. As I listen to andparticipate in conversations, a common theme is that of peoplemarvelling at the lack of customer service in industries acrossthe board. They are not, however, willing to forego their "nownot later" way of life. In exchange they have been forced toaccept a lack of consistency and customer service and view it tobe a necessary by-product of the force that is driving theirlives. I believe that standardized methodologies can do nothing butincrease efficiency, increase quality of service, and ultimatelyincrease profitability. Earlier I mentioned paying more forless. Taken in the context of technology consulting, what thisusually means is that an implementation has not gone well, therehave been numerous meetings with top management, the clientliterally views themselves as being stuck with their decisionbecause of the dollars that have been invested to that point,and costs are far exceeding the original bid for the project. It's my experience that if the consultants had been executing awell thought out plan which was reviewed with the client priorto the start of the engagement, the client's expectations couldhave easily been managed from the onset.Standardization is the key to retaining clients and increasinga firm's capacity to take on more business. Imagine the comfortof knowing that a client could enter any of the firm's officesand receive the same level of service, competence, and value forany given project.
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