STEP Consulting

STEP Consulting
Business Consulting. Organization development

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Crisis Service Quality Management In Retail Chains

10th December Igor Mozharovsky SQI Management senior consultant and one of the founders of the Service Quality Index technique made a speech that was called Crisis Service Quality Management in Retail Chains at the conference Business Management In The Crisis.

Igor told about the problems retail chain's management faces, about successful overcoming of "small" crisis. He also told about strong and poor sides of retail service quality in Russian, about possibilities to improve or to worsen different standards because of  changes in a labor market today.

"The first service quality estimation was done in Russia by STEP Consulting  right after the crisis in 1998, — tells Igor — at that time Sportmaster successfully overcome the financial crisis and they used this tool to supervise the service quality during the fast growth of the chain. Today many retailers announce in public the service quality raising. The  executives of VTB 24 and EVROSET speak about service quality improvements at the height of financial changes in banking and retailing. With the product and service demand changes the value of each client increases. Which means that the service has to be even better than before".


STEP Consulting was one of the first in Russia who started to work in the field of supporting organizational development of Russian businesses and is applying the most advanced and effective tools in its work with the clients.

During 13 years we have accomplished over 500 consulting projects for more than 200 clients. Growing, developing and meeting challenges together with our clients — leaders in different markets, we have worked out a wide range of organizational procedures, successfully proved in practice. Our experience allows our clients to look a step forward, successfully overcome situations faced in business and achieve operational excellence and the highest possible profits.

The list of our clients includes the leaders of Russian retail market. Among them are: Sportmaster, Avtomir, M.Video, as well as the leaders of telecommunication market: Vympelkom, Sovam Teleport, GTS Cellular; financial services market's leaders: MFD, Petrokommerz bank, Gazprombank; cinema network Karo-film and many others.

STEP Consulting is a full member of MSPA (Mystery Shopping Providers Association), one of the founders of Association of Russian consulting companies ASCONCO.