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Stephen Kember worked with me and our firm, Hydra Engineering & design, for a 2 year period during which he supported me to transform our strategic thinking, tactical planning and our approach in coming to market with a new service. He supported me to attain exceptional results in the key areas of:market research; business planning; the sourcing of funding for a new project; in our sales and marketing and in our recruitment and people development. Without his gentle but persistent guidance, solid advice and all round support we would not have achieved the extraordinary results that we did. As a result of my experience I would highly recommend Stephen Kember’s coaching services unreservedly to any professional firm seeking to transform its performance or break into new markets; you need look no further.
Hugh Mort. MD Hydra Engineering & Design Ltd.
© Stephen Kember
September 2008
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Scorecard introduction

This scorecard is one of an extensive series of scorecards produced by Stephen Kember to assist the owners of professional service firms to internally assess their performance and to support the taking of strategic business development decisions.

Scores should be entered on the following 0 to 10 basis:
Question: Quality as a strategic business driver scorecard  
Score: 0-10
Final score
1 We consistently make realistic promises about our service offer and do not make unrealistic promises  
 
2 We do not engage in exagerated promotions to get business  
 
3 We offer a service guarantee that focuses all our efforts on supplying to the stated quality standard  
 
4 We research our clients, the market place and competitor offers to gain a clear insight into service expectations  
 
5 We place emphasis on showing clients how the quality of our service offer will meet their requirements  
 
6 We support clients to work closely with us during assignments. This approach is designed to help them appreciate better what is being done on their behalf; to give them a sense of participation in what is their own future and to enable them to appreciate the trouble we go to to get things right and to exceed their expectations  
 
7 When undertaking assignments we work on both the technical quality of the outcome and the service deliverables by which the client will judge the quality of the process we have adopted  
 
8 We research a client's previous quality experience prior to instigating the provison of a service  
 
9 Where it is dificult for a client to judge the quality of the technical service that we have offered we place significant emphasis on tangibles such as responsiveness, pleasantness,the ease with which we work with the client, explanation &reassurance when issues of concern arise  
 
10 Our 5 point quality focus focuses on: reliability: accurate and dependable technical service provision  
 
11 Our 5 point quality focus focuses on: Responsiveness: Client centredness, openess & speed addressing problems & issues raised  
 
12 Our 5 point quality focus focuses on: Assurance: levels of credentials, knowledge, accessibility & courtesy that insire trust  
 
13 Our 5 point quality focus focuses on: Empathy: Individual focused caring & attention for the client based on appreciayting their needs & wants  
 
14 Our 5 point quality focus focuses on: the physical elements: Appearance of offices, equipment, personnel and written presentations  
 
15 Our staff understand the concept of 'the moment of truth'; they can be relied upon to perform exceptional in this context  
 
16 If and when something goes wrong we make strenuous effort to appologise, we do not to try to shift the blame; we put things right quickly with a high level of client attentiveness; we search for ways to make up for the inconvinience; and we find out where and why it went wrong and put in place arrangements to best ensure it doesn't happen again  
 
17 At the conclusion of assignments we undertake a quality review drawing on the insight of all our team member participants at all levels who are required to talk with their respective level contacts within the client firm about theoir view of how well it went  
 
18 At the conclusion of assignments we undertake a formal questionnaire survey of the client [representing the company's formal interest in gaining an insight into performance]. We contrast this with all other feedback as well as judge it in its own right  
 
19 At the conclusion of assignments we undertake an informal partner level check back to hear how things went  
 
20 At the conclusion of assignments we undertake ian internal review in all areas where the response given was not exceptional  
 
 
 Final score  
0.00

NOTE : You can print this score from your computer by choosing File -> Print in your internet browser window.