Towards improving the quality of support services in consulting firms: Proposal of an Approach and Tools

Abstract

The present work aims to outline an approach and tools to contribute to the improvement of ISO 9001 support service quality within consulting and advisory firms. Our approach is broken down into several key stages, each essential to achieving our objective.

First, we explore the theoretical foundations related to various concepts of the research theme. This theoretical phase helps to understand the basics and principles of quality, support, and consulting, as well as quality improvement methods, specifically focusing on the continuous improvement approach. We review the existing literature to identify best practices and common challenges faced by consultants in implementing and executing their support projects.

Next, we conduct a diagnostic and situational analysis phase. This stage involves analyzing the current practices of consulting firms, using the ISO 9001 Quality Management System (QMS) support service as an example. To this end, we carry out surveys and interviews to gain an overview of the methods employed, the challenges encountered, and the successes achieved. This diagnostic analysis allows us to identify weaknesses and opportunities for improvement in the current support processes within the framework of an "intervention research" approach.

Finally, based on the theoretical insights and diagnostic results, we propose an integrated continuous improvement approach, supported by appropriate tools. This approach aims to enhance the effectiveness and efficiency of support services by focusing on proven and innovative practices.

Keywords : Accompaniment, improvement, quality

Classification JEL : M59

Paper type : Empirical Research