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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…

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ABOUT THE AUTHOR

Michael Herrera

Michael Herrera is the CEO of MHA Consulting, a leading business continuity planning and information technology consulting firm. Herrera is the founder of BCMMetrics, which specializes in business continuity software designed to aid organizations in developing and executing business continuity programs.