...
Issue Resolution
ABOUT
SITEMAP
CONTACT
SERVICES
PRODUCTS
PROJECTS
NEWS
SAM
PARTNERS
LOGIN
TERMS
Work Performance & Quality Assurance
Abator
measures quality of work through weekly status reporting combined with
conversations between client management and our Account Manager.
We periodically request formal client evaluations of the
consultants as well as at the end an engagement.
Issue/Problem Resolution
Abator approaches problem identification by listening to and communicating with our clients. All conversational notes are recorded in Abator’s enterprise-wide SAM system for tracking. If an issue is raised, it is the responsibility of the account manager to track and resolve all outstanding issues encountered. If the account manager is not able to reach a mutually beneficial resolution, problems are escalated to Abator’s AVP of Customer Support, then the President/CEO. If neither are able to resolve an issue, final resolution is made by Abator’s Management Committee or Board of Directors. If the nature of the problems encountered are severe enough to require staff replacement, Abator will identify a new staff member within 24 to 48 hours.
It
should be noted that Abator offers clients the first two weeks any
contractors’ time on a “trial basis”. If at any time during
the first two weeks (80 hours), a customer determines a consultant unable
to perform the tasks defined they are able to notify the account manager
and request replacement personnel. The customer incurs no charge for
the first 80 hours worked when a consultant is dismissed within the first
two week period.
Under a time and materials contract, it is Abator’s understanding that Client Management is ultimately responsible for defining the Statement of Work requirements and tasks. Abator staff are experienced professionals who will suggest alternatives if they believe a different approach is in the Client’s best interest, but ultimately, they will follow the policies, procedures and specifications provided by Client Management.
Document usage is restricted by our Terms of Service!
Review Sample FormsConsultant Evaluation of Abator
Consultant Evaluation of Customer