Consulting Project Plan – Part One The discovery phase is a call to action. The purpose of a consultant during this phase is to guide the client through the process and keep them engaged. The action that needs to take place during this phase is one that will improve the organizations function. Although there is research that will occur to collect data, the research is not the main goal. The research is only meant to gain a better understanding of the business problem.
Present Problem Morale is more than people just being happy or eager to work. Low morale can have a devastating consequence on productivity and ethics. The Intercontinental Chicago Magnificent Mile has a business problem of low employee survey scores as a result of low employee morale.
Underlying Problem There are three man things that the employees are upset about. The first problem is the employees are unhappy with the benefits being offered compared to other companies in this industry. The second problem is the employee are unhappy with the food and beverage being served in the cafeteria. The third problem is the employees are unhappy with how management balances work schedules and their personal lives.
The Cause There are a few things that is causing and helping to maintain this business problem. The benefit carriers in Illinois changed the benefits offered to the hospitality industry. One of the major carriers left the Illinois market causing a monopoly. There were also a large number of insurance claims made by the hotel the previous year limiting the hotels selection of reasonable yet quality insurance benefits carriers. The employee cafeteria use to have a staff and a full grill. With the turn in the economy, the staff was eliminated and the cafeteria turn into a self-service café. With a self-service food line food had to be prepared in advance to feed the masses and more already prepared entrees were ordered. There is one kitchen attend that puts out the food, but limited staff to maintain the area and keep it clean. The employee cafeteria also had to limit its hours of operation so the employees had nowhere to go during breaks. The downward swing in the economy also caused other areas have staff eliminated. The reduction of staff means that the remaining employees have to work hard. Their requested days off or vacations cannot be granted. Employee spend more time working multiple shifts to meet business levels, versus spending time with their families.
Understanding the Problem Understanding the problem and the way the problem is being managed will lead to recommending a proper solution for the business problem. When looking at the business problem, a consultant should understand the root cause of the problem. They should be able to state the problem clearly. This is important so the consultant and the organization can have a clear direction of the project. Data should be collected about what is currently working well and what is not working at all. Data should be collected on how things can be improved.
Research Methods The next step in this process after collecting data is to mobilize action to resolve the problem. The best way to collect this data is through the employee survey and its results twice a year. The results will be reviewed, evaluated, and action plans put in place to resolve the underlying problems. The action plans will include conducting benefit session for all employees to explain the current options and the changes that have occurred over five years. The action plans will also include asking employees for feedback on the food and beverage served in the café, provide a healthy option, and create a menu variety that services the diversity of the hotel staff. The final action step will be the most challenging while keeping with the current hotel budget. Management will stress the importance of a work life balance, make sure schedules are based on seniority, and make sure scheduled are as flexible as possible based on business levels.
Client Engagement As a consultant, it is a part of your responsibility to keep the client engaged throughout the process. Keeping the client engaged will start with balancing out their participation in the resolution process. The client will also have to understand the business problem and the underlying cause. All personal feelings and politics need to be minimum. Most importantly there needs to be trust between the client and the consultant. The stronger the client-consultant relationship; the more engage the client and the smoother the process.
Conclusion
When a business problem is present and the organization is not functioning well, it is time to call to action. The action process is classified as the discovery phase. This process will allow you identify the problem, redefine the problem, determine the root cause, understand the problem, and put actions in place to develop a solution. The role of a consultant is to guide the client through this process.