You are considering hiring an outside consultant to help you improve your services business. You believe your most pressing issue is how to maintain consistent quality in the delivery of your services. Your customer surveys suggest you need to work on this very important issue. Based on this, you should be looking for a consultant who has experience in dealing with the heterogeneity issue related to services.
Heterogeneity describes how someone is different within a group. This can be cultural, social, biological and other characteristics that can make someone diverse from someone else. Due to having a diverse amount of customers, it is best to have a way to accurately communicate and have each group feel that their needs are being met.
