REFLECTIVE ESSAY

Consulting Process Client Stage

Discussion

Consulting Process Client Stage

Consultation process passes through the pre-contractual, contractual stage. The first, pre-contract, the stage is set by the client there is a problem and the need for its solution consultant to the results of the preliminary diagnosis of a client makes an offer on the job. The client role is to support the consultant to clarify the wording of the problems in the organization of information security work (documents, interviews, surveys, meetings with management and staff). This phase ends with the conclusion of the contract. The purpose of this stage is to ensure unity in the understanding of the essence consulting project clients and consultants (Bass, Butler, 2009).

What is COPE?

COPE (efficient technique for client-oriented provider) is a relatively simple technique to improve the quality of client care. COPE encourages and enables service providers and other facility staff to evaluate the services provided, along with their supervisors. Using different tools, it also helps in identifying different problems, finding root causes and developing effective solutions. While going through this process of self-worth are not trained to perform the task correctly, participants are made aware of good practice. Equally important is the self-assessment approach to ownership in the process of quality improvement (Bass, Butler, 2009).

COPE is cost-effective and does not require large investments of time because some activities may take place while people perform their routine work. It is also results-oriented (Bass, Butler, 2009).

COPE tools include:

A series of self-assessment guides

Guides client interviews

Client flow analysis

Action Plan

How do you implement COPE?

The first COPE exercise at a site is done in 2 to 3 days. A facilitator leads the introduction to site supervisors who, in turn, learns to facilitate the process so that they can conduct follow-up sessions and also introduces the COPE process elsewhere. The introduction begins with an exercise to define quality services. Wondering what services providers expect them or their families. The way they should be provided leads providers to make quality a reality (Berry, 2004).

The staff uses ten self-assessment guides to several provocative questions. The guidelines are based on the framework of client rights and needs of providers. In larger sites, split into teams to evaluate the services provided in accordance with one or two guides each. In small sites (less than 10 people) self-assessment can be done in a few weeks with their regular work, using one or two guides at once (Berry, 2004). The customer interviews were developed so that service providers understand the customer's perspective. To help providers to "break the ice," COPE includes a guide to conducting interviews with customers. (Sites using COPE are continuously expanding their client definition to include people who do not use the services and the wider community, and ask their opinion. Furthermore, the internal customers - and co-workers who do not participate in the currently exercised COPE - also may be interviewed using self-assessment guides) (Aronoff, Ward, 1995).

The self-assessment guides and interviews with customers to provide personal information to identify problems related to the service delivery process ...