Qualities of a Leading Service Firm

Professional service firms differ from other commercial enterprises as they generally don’t have the bottom line approach and also don’t have a hierarchical management structure (Løwendahl, 1997). Managing human resources in such firms has been described through many strong metaphors which are not on the same lines as the strong top-down leadership which conventional organisations are used to. The motto of professional service firms should be delivering a high quality and valuable service to the client. This would automatically improve the triple bottom line (O’Brien, 2016).

The qualities of a service leader firm range from managing talent to measuring all inputs and outputs. Taking the example of Ernst & Young (EY), which is one of the leading professional service firms in the world with offices across 150 countries, has been repeatedly ranked as one of the best professional service firms to work for and work with (“India’s Best Companies to Work For – Great Place to Work® India”, 2016).

The workforce is the most important element and attribute in EY and every service firm. Successful service firms have a working environment where they celebrate and cherish their talent and resources. Identification of training needs and professional development of the workforce is done not only on the requirement of the firm but also as what is required by the individuals for their own growth. Management is dedicated to the well-being of its employees and the correct allocation of resources to projects with importance given to employee satisfaction in order to multiply engagement levels (Maister, 1993). EY has this quality is embedded in their organisational DNA. Every activity of the individual is correlated to the business application resulting in a transparent system bringing forth the impact of the individual to the business.

Business development is a crucial quality of a service firm and is shouldered by the whole organization. Everyone is equally important- the ones who get the leads to ones who have knowledge of the market segments and are able to maximise the conversion of the leads to actual business engagements (Maister, 1993). In most service firms, like EY, projects are secured through a combination of resources and building relationships.

Customer satisfaction is also one of the most important attributes of a successful service firm, EY being no exception. By allocating the right resources on the right projects not only can firms ensure employee satisfaction, but more importantly it can also increase the levels of customer satisfaction guaranteeing successful project delivery (O’Brien, 2016). This also aids in decreasing the risk in projects. Transparent deliverables, shorter and more efficient timeframes gain customer fidelity (Sanz & Gamo, 2009).

Monitoring and measurement is vital to a service firm. Monitoring projects proactively and acting before and adverse effect on the project, customer relations or employee satisfaction can improve the industry standing of the firm (Empson, 2013). In tandem with monitoring, measuring is equally important. EY has brought out knowledge documents to showcase how organisations should incorporate monitoring and measurement in the core of the business operations (Sanz & Gamo, 2009) leading to an increased success rate. Such a firm can easily provide deep financial and economic analysis of important project-based data including other aspects of project management.

In conclusion, while the above have illustrated particular qualities of successful service firms, there are many more qualities associated to becoming a leading service firm, and can be broadly surmised by Damien O’Brien, Chairman and CEO, Egon Zehnder that leadership should stay true to its values, keeping debate and dissent as a core attribute of the organisation as well as having a clear vision of the company’s direction. Organisational leaders should facilitate building an environment where their colleagues aaspire and achieve their best (Empson, 2013). 


Empson, L. (2013). Exploring Leadership Dynamics in Professional Service Firms (1st ed.). 

India’s Best Companies to Work For – Great Place to Work® India. (2016). Greatplacetowork.in. Retrieved 12 July 2016, 

Løwendahl, B. (1997). Strategic management of professional service firms. Copenhagen: Handelshøjskolens Forlag.

Maister, D. (1993). Managing the professional service firm. New York: Free Press.

O’Brien, D. (2016). Egon Zehnder – Corporate leadership: lessons from professional service firms. Egonzehnder.com. Retrieved 12 July 2016,

Sanz, B. & Gamo, C. (2016). Customer attrition: prove the efficiency of your customer retention management (1st ed.). Madrid: Ernst Young.

Calculate the price
Make an order in advance and get the best price
Pages (550 words)
*Price with a welcome 15% discount applied.
Pro tip: If you want to save more money and pay the lowest price, you need to set a more extended deadline.
We know how difficult it is to be a student these days. That's why our prices are one of the most affordable on the market, and there are no hidden fees.

Instead, we offer bonuses, discounts, and free services to make your experience outstanding.
How it works
Receive a 100% original paper that will pass Turnitin from a top essay writing service
step 1
Upload your instructions
Fill out the order form and provide paper details. You can even attach screenshots or add additional instructions later. If something is not clear or missing, the writer will contact you for clarification.
Pro service tips
How to get the most out of your experience with Boom Grades
One writer throughout the entire course
If you like the writer, you can hire them again. Just copy & paste their ID on the order form ("Preferred Writer's ID" field). This way, your vocabulary will be uniform, and the writer will be aware of your needs.
The same paper from different writers
You can order essay or any other work from two different writers to choose the best one or give another version to a friend. This can be done through the add-on "Same paper from another writer."
Copy of sources used by the writer
Our college essay writers work with ScienceDirect and other databases. They can send you articles or materials used in PDF or through screenshots. Just tick the "Copy of sources" field on the order form.
See why 20k+ students have chosen us as their sole writing assistance provider
Check out the latest reviews and opinions submitted by real customers worldwide and make an informed decision.
English 101
perfect! thanks!
Customer 452543, December 1st, 2021
Classic English Literature
Absolutely LOVE the essay I received. I really appreciate it so much.
Customer 452529, October 25th, 2021
Thank you so much this looks great !!!!
Customer 452585, November 4th, 2023
Exercise Science
Thank you so much for your time.
Customer 452545, December 5th, 2021
Public Health
Thank you so much !!
Customer 452589, November 28th, 2023
english comp
Great paper and done before the deadline. Thank you
Customer 452509, June 15th, 2021
english comp
Thank you for all your hard time.
Customer 452509, June 27th, 2021
Absolutely LOVE having help especially from the person who wrote this last one. THANK YOU
Customer 452529, November 19th, 2021
Great content.
Customer 452549, February 8th, 2022
Classic English Literature
Awesome Job... you are the best!
Customer 452531, November 27th, 2021
Classic English Literature
Great Work as Usual. Thank you . I received an A on the paper!
Customer 452531, November 9th, 2021
English comp
Got a 94% thank you!
Customer 452509, June 27th, 2021
Customer reviews in total
Current satisfaction rate
3 pages
Average paper length
Customers referred by a friend
15% OFF your first order
Use a coupon FIRST15 and enjoy expert help with any task at the most affordable price.
Claim my 15% OFF Order in Chat