a) Formulation or feedback TOR
TOR well formulated are a key part of quality assurance, making sure that they are clear on what is expected of consulting as a process and product. The ToR are the guide for the consultant work. Its formulation is performed in a pre-consulting that allows customers a clear and specific about the required technical assistance. The CRAT prioritizes ToR review and feedback made by the client from a detailed model established, since in this way it encourages invest the time to think about consulting with our support. In exceptional cases, the CRAT can assume the development of ToR with client participation. Finally, there are situations in which the CRAT has no ability to influence the TOR, for example, in invitations to tender.
b) Selection of the consultant
This process is carried out by the CRAT under the procedures of the Administration and Finance Manual Via Libre, the same one that involves a competitive selection by a selection committee. This procedure can also be performed on the client, where required. Occasionally, the customer performs the selection process, involving or not the CRAT.
c) Induction of consulting
A meeting is held in person or online between consultant, client and CRAT to review customer expectations, conditions necessary for the implementation of technical assistance and major activities, inputs, outputs, and other coordination mechanisms aspects relevant to the development of the consultancy.
d) Review and feedback of the consultant’s work plan
In most consultancies first product is presented as the work plan is an opportunity to adjust and arrange the details for the development of the consultancy. Review by the staff of the CRAT or a thematic expert hired for this purpose, in addition to reviewing the client, are key to ensuring the quality of the process to start. This becomes more important when the CRAT could not participate in the formulation of ToR, because that’s where our first contributions are reflected.
e) Monitoring of consultancy
This can only be administrative, referred to the proper execution of the budget, or too technical, based on compliance with the provisions of the plan. The role of the monitoring CRAT defined by the customer. Monitoring involves regular communication with clients and consultants.
f) Product Review
Is a basic action of quality assurance and feedback allowing the consultant to optimize product and process support. The ideal is to have a peer review, hiring an expert for this purpose. When that is not possible by budget constraints, the staff conducting the review of CRAT. In some cases, the client only asks CRAT administrative management, in which case no for reviewing products. This usually happens when several reviewers of the customer.
g) Application of customer satisfaction questionnaires
At the end of every consulting apply standardized satisfaction questionnaires, both external customers (who hires) as the internal client (consultant). The questionnaires are processed regularly for feedback CRAT work.