DRJ Fall 2019

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Fall Journal

Volume 32, Issue 3

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Monday, 12 August 2019 20:02

Build Consistency to Ensure Quality

Written by  MICHAEL HERRERA

Service consistency and quality is an expectation of all stakeholders at all times. The people depending on you want peace of mind and no unpleasant surprises. Providing consistent services implies achieving sameness, uniformity, and fairness in the delivery or execution of all service attributes, regardless of time, place, occasion, and provider. The lack of consistent service by the business continuity management (BCM) team is one of the main reasons management and stakeholders get a sour taste in their mouth about business continuity. BCM practitioners must strive to provide a service environment that makes its stakeholders happy and supportive of the need for business continuity. Develop a Catalog of Services The first step in providing consistent, quality service is for your office to decide which services it provides and which it doesn’t. Have you identified and cataloged the services your team offers? The following services are among those commonly provided by enterprise BCM