What do we mean by developing a consistent approach?

Well, we want our approach to be system driven and not overly reliant on individuals. Means we want the outcomes to be as independent as possible from the people.

For this to happen a number of elements need to be in place:

a) Procedures

The procedures which describe the methodology employed need to be in sufficient detail to enable all the users to work with them in the same way. We are always going to have a significant degree of subjectivity in our approach to SMS but this does not preclude the development of effective procedures.