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FOUNDATIONSOFCONTROLANDMANAGEMENTSCIENCES
No.7
2007
MariuszBRANOWSKI
*
MODELSOFCUSTOMEREXPECTATIONS
INCONSULTINGSERVICES
Thepaperpresentstheusageofsymbolicmethods,particularlyofthevariable-valued
logic,tothemodellingofcustomerexpectationsinconsultingfirms.Suchmodelsshould
assuretheidentificationofexpectations,theirlevel,thestructureandchangesintime.Us-
ingselectorsandcomplexesofexpectationsproblemsoftheresemblanceofexpectedand
obtainedoutcomesoftheservice-processandtheidentificationofcontradictoryexpecta-
tionswereanalyzed.
Keywords:customerexpectations,consulting,expectationsmodels
1.INTRODUCTION
Thepaperpresentsexpectationsofpeopleemployedinorganizationalunits
whicharecustomersofconsultingfirms.Suchexpectationscanbenotifiedby
asingleperson(e.g.presidentoftheboardormanageroftheorganizationalde-
partment)orbymanypeopleworkinginagiveninstitution(e.g.membersofso
calledbuyingcentre-i.e.agroupofpeoplewhodecideaboutthechoiceofthe
serviceprovider).Insomecasesthenumberofpeoplenotifyingtheexpectations
canbelarge.Ithappensso,whentheservice-processanditsoutcomesinfluence
thefunctioningofthewholeenterpriseoritsimportantpart(asforexampleinthe
caseofthedesignoftheorganizationalrestructuringoftheenterprise).
Expectationsconcerningasingleadvisoryprojectcanbenotifiedbymorethan
oneinstitution(orderingtheadvisoryserviceisthentheconsortiumoftheinstitu-
tione.g.localorgansofthestateandmunicipalauthority,thelocalemployment
officeandtheprivatefoundationtogetherfinancebusinessplanoftheundertaking
*PoznanUniversityofTechnology,InstituteofManagementEngineering.
