According to the SBA, all consulting must be �substantive and significant� (see SBDC/SBA Project Officer�s Handbook, section III-1). The Hawai`i SBDC Network is committed to the Malcolm Baldrige Criteria for continuous quality improvement (see Quality and Malcolm Baldrige Criteria). This set of criteria establishes systematic processes with corrective feedback loops for a client-based and values-based approach to achieving stated objectives, especially in terms of the quality of counseling services.
Client Feedback Survey. Annually, an internal, confidential feedback survey of all clients from the previous year is conducted by the Hawai`i SBDC Network State Office using a form mandated by the SBA. The results of this feedback survey are compiled by the State Office and made available to all consulting staff. Importantly, this survey provides data regarding the perceived quality of consulting received by clients. Results are analyzed and inform the next round of planning. Consultants are expected to modify their behavior in response to negative feedback.
Economic Impact/Consulting Value Study. Annually, an external, economic impact study is conducted by an independent consultant. This study also produces data regarding the perceived quality of consulting, and as well provides objective data regarding the value of consulting.
See also Measurements and Ratios.
See related topics in this section:
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Quality of Consulting | |