Variability in client satisfaction was the predictable output of the delivery model.
A project management consultancy had grown from three partners to forty-five people. Some client relationships were excellent and repeat; others ended after one engagement. Organisation, Technology and Context were sound. The gaps were in Process and Improvement, and they were connected: no shared delivery methodology, no common quality review, no structured client feedback, no way of carrying lessons from one engagement to the next. A standardised engagement architecture that left partner judgement intact, plus a feedback and quality review system, narrowed the spread in satisfaction scores and raised repeat engagement rates within eighteen months.
