The Japanese have a wonderful saying: “Highest Quality is lowest cost”. The clients that enable you to successfully deliver highest quality and your best work need to come to trust you; open, honest behaviours and communications are essential to building confidence and high performing professional relationships. We've found that innovation is just the first step to building great relationships and delivering transformation success.
Seth Finegan, UK CEO Informed Solutions
We have run an annual client satisfaction survey at Informed for over 20 years and it forms a critical part of a collaborative relationship building process that helps us deliver fantastic work, whilst motivating both ours and our clients’ teams to work better together towards common goals. In that time I have seen time how sustainable success rarely comes from simply meeting your client’s stated needs at the lowest possible cost.
The Japanese have a wonderful saying: “Highest Quality is lowest cost”. The clients that enable you to successfully deliver highest quality and your best work need to come to trust you; open, honest behaviours and communications are essential to building confidence and high performing professional relationships.
Our satisfaction index revolves around three key core values that drive our work at Informed: integrity, excellence and innovation. We have already discussed integrity as a vital attribute in an earlier article. Here, we look at innovation and its place in the satisfaction mix:
The Unexpected Now Expected
It fascinated us to hear that whilst innovation was a key selection criteria during many procurement processes, once we started successfully delivering that innovation, it then became a less critical element of the success of the working relationship. Innovation became a ‘given’, in that there was trust that the solution being designed and delivered included innovative approaches, from technology design, project delivery and collaboration perspectives.
In our 2019 client satisfaction survey, we were reassuringly rated an outstanding 84% for innovation, which we believe reflects over 27 years of dedication to de-risking innovation projects and winning countless innovation and excellence awards, culminating with the Queens Award for Innovation around this time last year.
For all of our clients, the need to modernise and innovate their core and critical services, must be thoughtfully balanced with risk management; delivery assurance; service security, resilience and reliability; and budget controls. The desire for innovative thinking and approaches comes fairly high in the early engagement exchanges with clients, however, once an organisation feels the pulls and pushes of a large, complex modernisation and innovation project, they increasingly come to value integrity, expert capabilities, authentic partnering approach and ‘can-do’ attitude just as much.
Sometimes, our authentic, transparent and ethical approach to managing a potential client’s expectations has caused debate, discussion and a withdrawal from negotiation; particularly where a prospective client prefers to believe what they want to hear, rather than what they genuinely need to hear for digital transformation to be meaningful and effective. This happens rarely however, and with pre-market engagement activity, our teams can showcase an innovative approach, but also gauge a collaboration match with prospective clients, which is vitally important to us.
I am delighted that the clients that appoint us as their innovation and business transformation partner of choice fully recognise and value the integrity and excellence that complements the expected innovation that we bring to the professional relationships. Innovation is of course expected for digital transformation projects, but collaboration and delivery counts for just as much when it comes to developing positive and beneficial relationships that produce results.