...role as manager of the complaints section of a call centre, located in India. The call centre is owned and run by M-Tel, a Malaysian telco company. Her section handles all billing complaints and service difficulties. The main products are landlines, mobile telephones and internet access. She is required to present a report about the performance of her section, as part of the regular performance review. In the original job description her role was to “control the total costs of the complaints section while maintaining an excellent level of service to our customers likely to ensure long term return business.” The main cost is the hourly labour costs of the over 300 consultants employed in her sections. The consultants range in experience from a few months to three years. To a very large extent, consultants can be rostered on and off to match the busiest periods of incoming calls, in three hour blocks. There are roughly equally numbers of males and females, though nearly all consultants are between 20 and 40 years of age. Esther wants to obtain a snapshot of how customers react to their experience with the complaints centre as well as the efficiency of the consultants in dealing with complaints. Problem Background The complaints section of the call centre has been operation since late 2006. Prior to that date, this function was outsourced and the call centre only handled sales. Customers are often confused about the details of their M-Tel bills, especially during the first few months...
Words: 1292 - Pages: 6
...yourself giving advice to people making choices, then this book is a must-have for you. Buy it today, use it tomorrow.” Jim Kouzes, award-winning coauthor of the best-selling The Leadership Challenge and The Truth About Leadership; Dean’s Executive Professor of Leadership, Leavey School of Business, Santa Clara University “Consulting at its best is about action and interaction, relationships and results. In a highly readable guide that is both inspirational and practical, Peter Block leads consultant and client together through a proven approach to realize their future.” Samuel R. Strickland, chief financial and administrative officer, Booz Allen Hamilton “. . . surpasses the high standards of relevance, clarity, and wisdom characteristic of previous versions. . . . Whether one’s consulting experience spans five years or fifty, there is a great deal in this new edition to prompt us to reflect upon our own practice and to discuss with colleagues.” Roger Harrison, independent consultant and author of Consultant’s Journey: A Dance of Work and Spirit and The Collected Papers of Roger Harrison “Peter Block has written a masterful third edition of his masterpiece, Flawless Consulting. A powerful message that emerged gradually in editions one and two comes clearly to the surface in this latest edition. Important additions to edition three are the strength-based strategies that many are beginning to use . . . in solving seemingly intractable problems in health care and other...
Words: 100763 - Pages: 404
...Final Kaplan University IT402: IT Consulting Skills Your requirements The hard and soft candy manufacturers are small but very ambitious and fast growing firms offering a wide range of hard and soft candy. The consulting team has been invited to work with IT, manufacturing, distribution and marketing employees to explore the opportunities for growth. Overall aim The main aim of the consulting project is to give the candy manufacturers a clear idea of the way in which the business might be combined while operating efficiently and effectively. Objectives The consulting project aims to: • evaluate the market context of the candy manufacturers; • develop an understanding of the market sectors that are most attractive for new business development; • dedicate valuable resources towards the exploitation of those market sectors; • refine its product range and service offering to increase competitiveness. Outcomes As a result of this consulting exercise the candy manufacturers will be able to: • achieve internal economies of scale; • improve process management; o combine product lines in an effective and efficient manner; • open additional markets; o combine hard and soft candy sales o combine truck routes • process improvement; o improved data mining; o lower production...
Words: 658 - Pages: 3
...Consultant Role. For this activity, students should assume they are part of a consultancy firm hired to advise the top executives of the organization in the case. Students will have assigned cases. Prepare for oral case discussion according to the guidelines in A Guide to Case Analysis. PowerPoint slides will not be used. Organize the case analysis in three sections: Identification, Analysis, and Recommendations. Identify key strategic issues and analyze the issues with the strategy techniques covered in the course. Formulate recommendations and describe how they are aligned with the company’s mission. Please hand in a two-page report of the case analysis in bullet points. Bring two copies of the report to class. A hard copy of the report is due in the beginning of the class. Students may keep a copy with them for their reference during the case discussion. Upload an electronic copy of the report to Blackboard before class. [pic] Your report should include: • Three sections corresponding to Identification, Analysis, and Recommendations • A concise answer to the Study Questions for the case listed in the syllabus 3 Please type your written assignment and use Times Roman or Calibri 12-point type. Leave top, bottom, and side margins of one inch. Use single line spacing. The first line should include the student’s name. Include a section for references where you list all sources of ideas and information you used to write your assignment. Format your references...
Words: 298 - Pages: 2
...world's largest corporations, and an extensive list of governments and non-profit organizations. More current and former Fortune 500 C.E.O.'s are alumni of McKinsey than of any other company, a list including Google C.E.O. Sundar Pichai, Facebook C.O.O. Sheryl Sandberg, Morgan Stanley C.E.O. James Gorman and many more. McKinsey publishes the McKinsey Quarterly, funds the McKinsey Global Institute research organization, publishes reports on management topics, and has authored many influential books on management. Its practices of confidentiality, influence on business practices, and corporate culture have experienced a polarizing reception. McKinsey was founded in 1926 by James McKinsey in order to apply accounting principles to management. Mr. McKinsey died in 1937, and the firm was restructured several times, with the modern-day McKinsey & Company emerging in 1939. Marvin Bower is credited with establishing McKinsey's culture and practices in the 1930s based on the principles he experienced as a lawyer. The firm developed an "up or out" policy, where consultants who are not promoted are asked to leave. McKinsey was the first management consultancy to hire recent college graduates, rather than experienced managers. In the 1980s and 1990s, the firm expanded internationally and established new practice areas. It had 88 staff in 1951 and 7,700 by the early 2000s. McKinsey's consulting has helped to establish many of the norms in business and contributed to many of the major successes...
Words: 285 - Pages: 2
...Business Consultant Keelta Mills MGT/527 September 9, 2013 Richard Hubbard Vision and explanation of a business consultant. “A business consultant is a professional who analyzes businesses, creates solutions to problems and helps businesses develop efficient plans for meeting his or her goals” (http://blog.livechime.com). A business consultant identifies the company’s weaknesses and strengths as well as problems that have to be solved to help ensure their success. He or she will also try to meet the needs in a company so that they may grow their business, boost profits, and increase efficiency. A consultant is like a new set of eyes that have the expertise to point out what they do not already know. Business consultant has adaptability such as traveling the distance to solve a problem. They approach all assignments with enthusiasm and takes professional pride in their work. The consultant helps colleagues by taking an interest in their problems and offering his or her support. The consultant sometimes specializes in public relations, marketing profiles, product control, and testing that can provide technology and guidance when introducing new information and products. Another descriptive about business consultants is they have good investigation skills, feasibility studies and communication skills. He or she has to be confident...
Words: 663 - Pages: 3
...Bain, there were four problems he wanted to fix in the traditional consulting process specifically 1) short-term duration of projects with the report seen as the end product; 2) recommendations not supported by relevant data; 3) no follow-through on given recommendations and 4) performance metrics (i.e., Results of the recommendations) were mostly internal (peer reviews) not independent measures (Ormiston, 1990). Bain`s approach was to make a commitment to one company per sector/industry – refusing to work for competitors. In the 1990s, this strategy aided Bain in developing a deeper level of involvement with a limited number of clients. Sometimes, a customer had as many as fifty professionals working on all aspects of the business analysis (Harvard Business School Journal, 1990, pp. 95-96). The company de-emphasized the hype around the ‘report’, focusing instead on helping the client successfully execute policy recommendations. The results of these recommendations are judged by independent matrices such as the growth (or decline) of client`s stock prices when compared to industry indices (Ormiston, 1990). In relationship-consulting, as soon as a strong and effective client-consultant association occurs, factors that influence the new relationship include: 1) constant and open discussions, 2) mutual trust, 3) consultant`s excellent problem-solving skills, 4) good planning and strategy skills, 5) absolute confidentiality and 6) honesty feedback....
Words: 1236 - Pages: 5
...Business Consulting In today’s business environment, a business consultant can be used in a variety of ways. One could argue that the positioning of the business being consulted, the subject matter in which being consulted on, and the maturity of the company could be all factors in how a business consultant could and should be utilized. In the paragraphs that follow, I will attempt to give my own vision and explanation of a business consultant as I’ve observed their utilization and provide and provide an overview of their roles and responsibilities as supported by the text. As noted in the text, a consultant is often a subject matter expert that has been placed in a position to have some influence over a department, entity, or organization. Consultants are charged with making sound and robust recommendations for action without having any direct power to make changes or implement programs. Said another way, a management consultant is a qualified individual who works with senior level executives to assess organizational health, identify robust solutions, and make strong recommendations to management on how to address those problems. (Weinclaw, 2008) An effective consultant has the ability to build trust within their client/clients and build capability and drive for change. During my time at Lockheed Martin Corporation from 2010 – 2013, I had the opportunity to interact with many consultants on a number of different projects. The one that most readily comes...
Words: 699 - Pages: 3
...Running head: Business Consulting Week 1: Business Consulting University of Phoenix MGT 527 A Vision of a Business Consultant A vision can mean the ability to anticipate possible future events and developments. In business, consultants use vision statement along with a mission statement to further guide, inspire, and provide direction to the organization and its employees. Further, vision, and mission statements are paramount to the future growth and success no matter what kind of business you are doing. As a Business Consultant, one must have ultimate vision and mission statement that could deliver its purpose and values to the organization. Clear and concise vision and mission statement can easily motivate the direction of the organization and effectively can convey intentions to come up with an attractive and exciting common vision of the future. Business Consultant’s Roles and Responsibilities The roles and responsibilities of a Business Consultant include giving advice to business entrepreneurs by developing and promoting programs and services of the business to meet the needs of business and customers. Business Consultant ensures compliance with federal, state and, local laws. Other duties and responsibilities include: 1) Analyze and evaluate client requirements and business goals. 2) Recommend appropriate strategies and logistics to increase business opportunities. 3) Create different analytical...
Words: 639 - Pages: 3
...in scope 5. Involves varied assignments 6. Engagements are usually non-recurring 7. Engagements mostly require highly-qualified staff 8. Human relations play a vital role in each engagement Management Consultant – refers to a person who is qualified by education, experience, technical ability, and temperament to advise/assist businessmen on a professional basis in identifying, defining, and solving specific management problems involving the planning, direction, control, and operation of the firm. Management Consultancy is not limited to CPAs. Any professional may practice the same, as long as he has the required competence, experience and technical ability to solve business problems. The practice as well as the practitioners are not licensed or regulated by the law, and there are neither admission requirements nor a board which certifies practitioners. Reasons for Hiring Management Consultants: 1. A consultant is considered independent, objective and detached to the problems faced by the organization. 2. An experienced consultant possesses special knowledge and skills required to undertake the engagement. 3. Hiring consultants will usually be less expensive to the company than hiring full-time managers. 4. A management consultant serves a catalyst for change. Consultation vs. Engagement Consultation – consists of providing advice and information during a short-time frame....
Words: 1894 - Pages: 8
...Issues in Consultation Name Institutional Affiliation Ethical and Legal Issues in Consultation According to Dougherty (2009), consultants work with individual consultees or small groups of consultees in different settings including schools, business organizations, and government agencies among other client systems. In their practice, consultants find it necessary to collaborate with other helping professionals in order to help their clients to solve current and future problems. However, due to the complexity of the consultation process, consultants often face a great deal of ethical and legal dilemmas. These dilemmas can be divided into the following categories: 1. Value conflicts in consultation It is important to note that the process of consultation involves multiple parties with varied interests, values, and priorities. Consequently, it is expected that the consultant and consultees including parties within the same organization will encounter a lot of value conflicts during consultation (Dougherty, 2009). Moreover, it is imperative to note that some consultation strategies that work best for agencies and organizations may not be very effective with other consultees such as the individuals employed within the same organization or agency. Therefore, it is the responsibility of the consultants to investigate the competing interests, priorities, and goals within the client systems, and ensure that they have the necessary skills and competencies...
Words: 980 - Pages: 4
...contribution didn’t vary systematically across projects of different size. ENSR had just gone through a management-led buyout with Wingate Partners, a Texas-based private equity firm. The new ownership team felt that bottom-line results could and should improve significantly. ENSR had been chasing this lucrative project at Westchem for some time but its main rival, Hughes-Hailey, seemed to have the inside track in recent weeks. So, the loss of the project did not come as a surprise. Each Monday for the past six years, Anderson, CFO Ed Bernice, SVP of HR Bob Kelleher and Bob Weber, President of North American Operations, sat down and discussed the key issues facing the company. The report was clear in that it showed little improvement in the firm’s utilization of its key resource: consultants. How they should respond to it was far less clear. In fact, Andersonhad already discussed with Kelleher and Bernice the prospect of cutting people to meet his bottom line targets. Throughout most of the 60’s and 70’s, the firm continued to focus on helping firms to efficiently meet air quality regulations. In the 80’s, the firm branched out into other environmental...
Words: 908 - Pages: 4
...Sahil : 13020841100 TAR Prof. Y Shri Ram By Sahil : 13020841100 TAR Prof. Y Shri Ram By Dream Company & Role Dream Company & Role Dream Company and Role My dream job is to start my career as a consultant at Boston Consulting Group. Why BCG * BCG means unparalleled opportunity—to learn, to excel, to grow personally, and to advance their careers. And with BCG’s business growing at a rapid, industry-beating pace, those opportunities have never been greater or more numerous * After my internship at Fidelity Investments, I really enjoyed analytics and consulting work. It is a very challenging work that keeps you updated on different industries around you * At BCG we work closely with clients to help us gain a better understanding of their competitive position, develop future strategies, and achieve real results * BCG offers exhilarating career-development opportunities * We get to work alongside and learning from BCG experts who have helped shape the business fortunes of many of the world’s leading companies * It ranks 3rd among Fortune Best Companies to work for list in 2014 because of the culture it has developed * It provides great growth opportunities and challenges along with it * Truly global company and involves lot of travelling across the world * BCG's work is based on rigorous analysis and creative thinking. BCG's people are highly...
Words: 371 - Pages: 2
...outcomes of the organization are commensurate to the needs of the national and international accreditation norms. Our strength is systematic and working approach of which each steps is bounded by a predefined time scheduled time frame systematic working approach with high level of quality outcome. frame. As a result achievement of the accreditation within a guided by Page 1 of 4 To help the clients to achieve Quality Accreditations as a bi‐product of improvements in service quality, KIHC provide following scope of services: Perform initial Assessment of existing policies, standard operating procedures, processes and infrastructure compliances with the NABH standards across all functional areas. Detail System Study and Gap Analysis Report against NABH Standards. Design the roadmap with implementable suggestions to achieve NABH. Staff Training and Orientation Development of Quality Indicators Guidance and assistance for implementation like drafting of SOPs for functional areas, Standardizing and Documenting policies...
Words: 912 - Pages: 4
...career path Career Path Consultant Requirements • Submit at least $200 in Personal Volume (PV) every rolling 3 months • Qualify with $1,000 in PV Reward • 25% Commission on PV • Opportunity to earn free products in StartSwell incentive for new Consultants • 25% Commission on PV • 2% Override on PEQA • Opportunity to earn StartSwell $200 Bonus • 25% Commission on PV • 3% Personal Sales Bonus • 3% Generation 0 Override • 2% Generation 1 Override • $1,000 one-time Director Promotion Bonus** • $1,000 Developing Director Bonus*** • Growing into Leadership Training Available • 25% Commission on PV • 5% Personal Sales Bonus • 5% Generation 0 Override • 3% Generation 1 Override • 2% Generation 2 Override • $1,000 Developing Director Bonus*** • LEAD Team Coach • 25% Commission on PV • 7% Personal Sales Bonus • 7% Generation 0 Override • 3% Generation 1 Override • 2% Generation 2 Override • Up to $3,000 Developing Director Bonus*** • LEAD Team Coach • 25% Commission on PV • 9% Personal Sales Bonus • 9% Generation 0 Override • 3% Generation 1 Override • 2% Generation 2 Override • Up to $7,500 Developing Director Bonus*** • LEAD Team Coach Expectations • Book • Sell • Sponsor Senior Consultant • 2-4 Personally Enrolled, Qualified and Active Consultants (PEQA) • Submit $200 PV every rolling 3 months • Same as Consultant • Engage New Consultants to Book, Sell & Sponsor Director • 4+ PEQA Consultants (Roll-ups do not count) • Submit $1,000 PV every month • A min...
Words: 605 - Pages: 3
