Our role is to provide our Clients with high quality service in support of the consultancy services that we provide.

• Our response times to your inquiries
• Our conduct whilst delivering support and visiting client sites
• The availability of our technical resources to deal with our client issues appropriately, and
• Keeping our Clients informed at all times of the progress and status of the issue.

We list here some of the Frequently Asked Questions and will keep adding to this list with those types of queries we feel are commonly asked of our support team. If you are unable to find the response to your query in this list please dont hesitate to submit a query from our Contact Us page of this website. Submit a query to CBA Consulting support..

2. Who at CBA Consulting will manage our project? - A Project Manager (a consultant with proven CBA Consulting experience) is vested with the primary responsibility for managing the consultancy project and the client relationship. The Project Manager for each consulting engagement is selected based on the particular needs of the client as well as the skills required for the project.  The Project Manager and/or a CBA Consulting Account Manager meet with a potential client to discuss their concerns. We spend time and effort in gaining an understanding of their organisation and their needs before we recommend 'what? and how?' we can assist them in meeting their goals. The Project Manager plans the work program, leads the consulting team to ensure that the project is on track and running smoothly, and is responsible for the preparation of the final report. He or she will be the primary contact during the course of the project and will provide the client with periodic progress reports.

3. How are the consultant team members selected? - consultants are selected on the basis of the skills and experience needed to meet the particular requirements of the client.  In selecting the consulting team, CBA Consulting can draw on the expertise of all of our consultants in specialties ranging from board development to human resources to facilities management to strategic IT to name just a few.

4. Can our organisation choose the consultants that will work on our project? - Typically, consultants are assigned based on the match of skills to client needs. However, if a client has a request for a particular consultant, if that consultant is available he or she will be asked to consider that assignment. If that consultant is unavailable, the client has the option of waiting for that consultant or meeting with another with similar skills and background. In the event that a consultant is assigned and the client is not comfortable with the “fit” the client only needs to inform the Consulting Manager and another consultant with the appropriate skills will be designated.

5. What can a client do if a project is not progressing as desired? - It is CBA Consulting’s expectation that the consulting project will run smoothly. In the unlikely event that there might be a concern about project progress or consultant performance, direct communication with the Consulting Manager should normally lead to solving the problem. Further, clients are encouraged to share any concerns with the Managing Director should they feel the need to escalate concerns. CBA Consulting ’s goal is to satisfy every client. 

6. Does CBA Consulting help with the implementation of their recommendations? - CBA Consulting is dedicated to the concept that their efforts help clients achieve and sustain needed changes.  Typically, the CBA Consulting recommendations and associated report will be written to be outcome oriented and guide the client toward implementation of recommendations.  Depending upon the nature of the project, the actual involvement of CBA Consulting in implementation could vary. Whenever appropriate, CBA Consulting projects include a discussion with the client to determine how the client wishes to implement the recommended actions.  Discussion could result in:

• providing assistance in implementation planning during the current project;
• the client inviting CBA Consulting to submit a proposal for a separate, follow-on consulting or coaching project with an additional term and fee;
• the client determining that there is no need for ongoing implementation assistance

Ultimately, implementation of CBA Consulting recommendations is the responsibility of the client, with whatever assistance from CBA Consulting as agreed to by both parties.

7. What about project confidentiality? - All of the work involved in a consulting project is completely confidential in nature. This includes both the overall details of the project as well as information collected during any internal client interviews (wherein individual responses are not attributed to any individual, but integrated with the content of all interviews and data). CBA Consulting is happy to sign an NDA should the client request this. CBA Consulting will only ever use a client as a reference with the client's permission.

Hours and Availability - our Technical Support team is able to respond to your requests during our normal business hours (8:30am to 5:30pm) and are subject to our standard SLA's (Service Level Agreements) which are usually defined in our Support Agreements with individual clients. If your service request falls outside a specific Support Agreement our team will still endeavour to assist you as we undestand the need to have systems operational. Contact our Technical Support team and ask for the Casual Support charge rate.

To log a call: Simply contact our Support Team via the 0508 4CBA SUPPORT (FREECALL) 0508 422 278 line and they will complete the details of your Support Request and enter the details into our system. An acknowledgement will let you know the progress, priority, and estimated time to repair.

Contact our Webmaster - please feel free to contact our webmaster at webmaster@cba.co.nz should you wish to notify us of any error or issue regarding these web pages; to register any problems encountered while using these webpages; or in regard to any other event or problem that specifically relates to the usage or support of our website.