SG Consultancy Senior Management believe that quality control must cover every aspect of a business;
- Training
- Continuous appraisal of systems
- Continuous Improvement
- Management Information
- Audits
- Service Level Agreements
SG Consultancy has a rigorous approach to quality control and every report prepared by a case handler is fully checked by one of the quality control team before being sent to the instructing client. The “100% checks approach” allows instant feedback to case handlers and this, combined with our ability to remotely monitor their calls and cross reference with their contemporaneous notes, ensures we maintain consistency and quality across all our products.
Continuous Improvement
In addition to SG Consultancy’s internal approach to quality control, we believe that regular dialogue with our clients is fundamental to our success in achieving our quality objectives. Experience gained at trial and in the negotiation process enables us to respond quickly to changing market conditions in a controlled way that does not undermine the fundamental integrity of our processes. Regular contact with counsel ensures that SG Consultancy Services responds to recent trial results and other developments, in a robust manner.
Management Information
SG Consultancy understands the importance of management information in achieving its own and its clients’ business objectives. We are able to offer clients bespoke MI and we are pleased to discuss individual requirements.
Audit
Having established quality control as one of our own fundamental principles, SG Consultancy welcome reasonable requests from clients who, in turn, may wish to undertake quality audits of our performance. SG Consultancy’s operation is transparent and we are happy to invite clients to visit us and see for themselves.
Telephone Recording
In addition to the “100% checks” approach to all reports, SG Consultancy has a quality control programme designed specifically to review case handlers’ telephone calls on an on-going basis. Our aim is to review 7% to 10% of the calls made, in conjunction with the contemporaneous evidence recorded by each case handler at the time of the original call.
Service Level Agreements
SG Consultancy believe that their standard response time, a maximum of 20 working days, will satisfy normal requirements. We are also able to provide an urgent response of 5 working days, and a very urgent response of 24 to 48 hours if required. SG will be pleased to discuss any specific requirements with you.