Title: The building blocks of consulting service excellence

Authors: Adeline A. Pacia

Addresses: Department of Industrial Engineering and Operations Research, University of the Philippines, Diliman, Quezon City, Philippines

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.

DOI: 10.1504/IJIL.2015.067407

International Journal of Innovation and Learning, 2015 Vol.17 No.2, pp.187 - 204

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 08 Feb 2015 *

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