The building blocks of consulting service excellence
by Adeline A. Pacia
International Journal of Innovation and Learning (IJIL), Vol. 17, No. 2, 2015

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.

Online publication date: Fri, 17-Apr-2015

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