Recently, to join us frequent calls asking how to choose a consultant, where you can see its rating.
If you make a small excursion into the history of the arrival of the consulting activity in the former Soviet space, we can define the following stages.
Ñ enthusiasts and our energetic people simply "dragged" specialists of this sector in other countries, those lectures, presentations made, but no one understood.
Ñ enthusiasts and energetic people we have decided to become a consultant, as something already begun to realize this, the more economic collapse began, and had to be determined with a new job.
Ñ requirements time by the presence of the certificate of conformity to international standards, stepped to our fresh business, and there was a field of activity - consulting (consultation) for the implementation of ISO 9001 (at the time).
Ñ type of consulting business was formed, and it is actively moved "shestiprotsedurniki" (well, remember - there are six mandatory procedures - the certificate provided).
Ñ economic downturn very harshly "combed" advice, but not for the better - has fallen sharply the cost of consulting services, the quality has fallen even lower.
Ñ In companies with quality management system for more than five years, there was a legitimate question - "where the effect of the introduction of standards ISO, which historically have received other countries for two decades?".
Ñ Time to rethink the cost of consultancy and certification, the sharp polarization of the issue that effectively handsome certificate or a dynamic management system.
At the moment, this last stage requires a large and reliable propagation of our enormous potential of quality management.You can appeal to all media, at first, to explain the whole company, the effect of the application of the standards ISO, the role of consulting companies, the status of advisers, reliability determining compliance by the certification bodies.And it is on this last point to be born a clear system ranked integrated assessment of the consultant, as the very first person to meet with the management entity of the organization.
To begin emphasize that as such a rating consultant does not yet exist.Those analytical and research agencies that are trying to position itself as a "rating", just do not know the techniques of evaluation of consulting, because do not know the requirements of the international ISO standards, and can not be defined, and what is the role of a consultant.And so, the management consultants, who are they?First, a definition.
Consultant - skilled in a particular field of human endeavor, giving advice to other professionals who need them.[1]
Consulting activity is complex in nature - sold knowledge of the decision, which is not guaranteed either in quality or in scope, cost, nor for applicability (feasibility, because the need is very large and systemic effort by the customer). [2]
Rating consultant is the result of his work, the completion of the process of consulting, iecustomer satisfaction.Here we will help section 8.2.1 "Customer satisfaction" of ISO 9001: "Monitoring consumer perceptions can include obtaining input from sources such as customer satisfaction studies, data from consumers about the quality of delivered products, research the views of users, customer churn analysis, gratitude,warranty claims, reports distributors. "[3] This is the most objective assessment.The mechanism is quite simple.Use the recommendations of the ISO 19011, we will conduct an external audit of the second party in order to obtain objective evidence of compliance with the QMS requirements of standards (and all), but the most important performance and improvements in the management system that is tuned consultant.The main thing is not the amount of waste per unit of time customers or the annual income of the consulting company, and the effect of customer satisfaction, with the objective, not subjective.
What is subjectivity - the client is already happy with the certificate, he did not want to voice a reality does not understand that he must get really hides the formalism of the system, perform a convincing request the consultant to talk only about the good, is not ruled out petty corruption even in the private sector andother factors.
What is objectivity - an independent and reliable method of obtaining information about the quality of the consultant, questionnaire, survey consumer and the environment, the demand for the product, public opinion.
Gain organizations that have received a certificate of compliance with ISO standards in Kazakhstan up to 1000 units per year.Therefore, to maintain the rating system is not difficult.
Objective evaluation can be conducted only after a year of work of the enterprise in the system of quality management.And of course, the rating should be available to the public and free of charge.
It was then that we can avoid a scenario in which the main goals of "shestiprotsedurnikov" come up with a clever kind to the organization - quickly and vigorously to create a set of template documents, and put the fig leaf on the curve control system (the term management is not suitable).All is ready!Certification audit looks at these documents and provide an opinion - management is in excellent condition.Not even trying to understand the activity of the company, to determine the processes that make a diagnosis (the diagnosis of the word) and give advice that you can change for the better, how to do it, and the main thing - to prove to the customer - why do it.The last three steps always lead to a conflict of interest in the client's organization.And here is drawn portrait of a consultant.Practical experience, knowledge management, advanced age, possession of oratory, stress, charisma and other components of the harmony of man proudly presented as a consultant.So, ladies and gentlemen, and especially young women before the printing order a card, look at its hologram and compare it with the X-ray image consultant profession - all the same, all the organs in the right place?
I always as good advice to our potential customers, said: "it is not necessary to select a consulting firm, to choose their advisor"!Those criteria, which has a consulting company, such as, for many years on the market, a large financial income, a certificate ISO secretary with long legs and an office in a prestigious area, not an indicator.Demand resume consultant, his track record, recommendations, and most importantly talk to him, and even to a meeting invite knowledgeable of its partners.
From high tribunes sounds preconceived opinions if formal management system does not meet the requirements of the standard, but the consultant and auditor job and the organization has a certificate is guilty - of course, the first head of the client organization.The analogy here is simple.The reader, to answer the question: who is to blame when, after repair of your apartment, suddenly collapsed wall - "master" the builder or the owner, decided to hang a picture of who is at fault when a first grader bad student - "wise" teacher or little man first crossed the threshold of the schoolwho is to blame when a patient from a small cut finger, dying at the hands of "experienced" doctor of gangrene in both legs?
The fact that we have a very low efficiency of the quality management utility, to a greater degree of unprofessionalism wine consultants, sometimes bordering on quackery.It can not be just a profession for making money, there are more suitable word amateurism, it is necessary so spiritually and consciously to love his job to always reach the goal - satisfaction with the growing wealth of society, the quality of human reason.
We make final conclusions about what to do.
- If a consulting company for more than three years, or her "big" experience, feel it not to choose.
- If the consultant resume no practical experience successful top managers, executives (not the civil service!), Or a business owner, it will not help you.
- Ask track list counselor, find contact his clients (be sure to make it yourself!), Call, ask the representative of the quality manual, or his face similar and ask how dynamic management, what has changed in the company after the consultant's work, and in what direction.
- Get information about the performance of the consultant, rated his former clients in business, always having added public opinion.
We were taught how to live, but were not taught how to manage their lives.Let's try.
AVBandura
References
- Free glossary of terms, concepts and definitions of economics, finance and business.http://termin.bposd.ru/
- Center business information, sociological and marketing research.www.bisam.kz
- ST RK ISO 9001-2009
