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9781450540681

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Howard Lawrence's interest in quality management was initially stimulated by his work as an internal baseline auditor for a security company at UK's Heathrow Airport. Since then he has spent 10 years working with outsourcing companies and established blue chip companies, much of it in the high pressure environment of outsourcing and call centre management systems. He has created and developed processes for the UK, Ireland, Belgium, Netherlands, Sweden, Norway, Denmark and Finland and has trained process developers from outsourcing companies gaining new contracts worldwide. His training program has been used to coach process coordinators during the creation of new service models for Russia, Israel, Dubai, India, Hungary and Romania. During this period he has experienced employees working with no reference documentation, uncontrolled reference documentation, cut and paste reference documentation and too much reference documentation. He is now committed to the creation of simple, easy to understand processes, work instructions and user friendly data bases (rather than a total reliance on training delivery); consistency of service, effective management systems; ongoing coordination between training and current operational documentation; process monitoring; integral, actionable data capturing to improve performance; and combined techniques with a view to ISO and COPC quality certification.

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