introduction to the consulting process · “ management consulting is an independent professional...
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Introduction to the
Consulting Process
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour
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Defining Consulting
� “ Any form of providing help on the content,. Process or
structure of the task or series of tasks…where the
consultant is not actually responsible of doing the task
but helping”
� “You are consulting when you are trying to change or
improve a situation but have no direct control over the
implementation”
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Defining Consulting (Larry Greiner, Robert Metzger)
� “ Management consulting is an advisory service
contracted and provided to organisations by specially
trained and qualified persons…”
� “assist in an objective and independent manner the client � “assist in an objective and independent manner the client
organisation to :
� Identify the problems
� Analyse such problems
� Recommend solutions to these problems
� Help when requested in the implementation”
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Adding Value to the Organisation
� The Technical dimension
� Concerns the nature of the management or business process and problems faced by the client and the way in which these problems can easily be resolved.
� The Human dimension
� Interpersonal relationships with client organisation, peoples’ feelings about the problem at hand and their interest in improving the current situation.
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Advice and Assistance
� Essentially and advisory service
� Not used to run the organisation
� Not used to take decisions on behalf of the clients
� Consulting may also be on the borderline between
assisting and managing:assisting and managing:
� Outsourcing
� Information processing
� Book keeping
� Research Design
� etc
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Independence
� Independence is a salient feature
� Be in a position to make unbiased assessments, tell the
truth.
� Technical independence
� Financial independence� Financial independence
� Administrative independence
� Political independence
� Emotional independence
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Temporary Service
� Consulting over a limited period of time
� Can only consult if one is not part of the organisation
� Can look into the internal issues from an external world.
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Working definition
� “ Management consulting is an independent professional
service assisting managers and organisations achieve
organisational purposes and objectives by solving
management and business problems, identifying and
seizing new opportunities, enhancing learning and seizing new opportunities, enhancing learning and
implementing changes”
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Why are Consultants used
� Achieving organisational purposes and objectives;
� Solving management and business problems;
� Identifying and seizing new opportunities;
� Enhancing learning;
Implementing changes. � Implementing changes.
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Generic Consulting Purposes
Achieving
Organisational purposes
And Objectives
SolvingManagement
And
Businessproblems
Implementing
changes
Identifying and
Seizing new
opportunities
Enhancing
learning
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Why do companies hire consultants
Complaining clients
Unexpected loss
Lack of perspective
Internal conflicts
Poor business results
Wrong investment choice
Internal conflicts
Missed opportunities
Reluctant to change
Excess of self-confidence
Pressure of competition
High staff turnoverUnrealistic self-image Idle resources
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How are Consultants used
� Providing information
� Providing specialist resources
� Establishing business contacts and linkages
� Providing expert opinion
Doing diagnostic work� Doing diagnostic work
� Developing action proposals
� Developing action proposals
� Planning and managing organisational changes
� Training and development management and staff
� Counselling and coaching
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Consulting and Change
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour
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Some Questions
� Why change?
� Is one aware of the need to change?
� Does one have the necessary desire to change?� Does one have the necessary desire to change?
� Is one knowledgeable enough as to how to change?
� Does one have the ability to change?
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Challenges of Change
Businesses are constantly looking for an expert approach to change, to
� maximise the benefits and
� keep disruption to a minimum
Pressures for changePressures for change
� Globalisation
� Information Technology
� Changing Nature of Workforce
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Perspectives of Change
� The organisational perspective:
� Measures effectiveness by how far the organisation satisfies preset identifiable goals
� The systems perspective:
� Measures how different parts of the organisation functions well� Measures how different parts of the organisation functions well
� The organisational perspective:
� Measures effectiveness through the process of organisational learning
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Change Management (CM) definition
� CM is concerned with the
methodology of making change
manageable to implement within an
organisation;
� CM provides organisations with a
key process, making it possible to
achieve business strategy;
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Change Management (CM) definition/2
� The tools are organised in a
systematic application of:
� Existing knowledge
� Methodology
� Resources� Resources
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The purpose of Change� To identify patterns and structures of change in advance;
� To be able to control/manage structures and patterns in the
process of change;
� To predict results and problems within the individual stages of � To predict results and problems within the individual stages of
change;
� To minimise the process and speed up the action
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Change Magnitude vs Time
Extent
of
change
Information / Knowledge / Insight
Time
(approx. 1 – 7 years)
Behaviour / Attitudes
Corporate Culture
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Forms and Objects of Change
Remodelling
Revitalization
Reorientation
Restructuring
Values /
Convictions
Abilities / Behaviour
Strategy
Structures / Processes / Systems /
Material assets (buildings etc.)
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Converging the three C’s
Change as
neededChange as
wanted
Reform holdups
Ability deficits
Unsatisfactory drive
to change
wanted
Change as
possible
Misguided activities
Unused potential of abilities
Barriers of will
Goal of Change Management:
The three Cs are in balance and as strong as possible
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C-C Relationship
CLIENT
CONSULTANTReflector
ProcessSpecialist
Identifier ofalternatives
FactFinder Collaborator
TrainerEducator
TechnicalExpert Advocate
Level of Consultant Activity in Problem SolvingLevel of Consultant Activity in Problem Solving
Non Directive Directive
RaisesQuestionsForreflection
ObservesProblemSolvingProcesses& raisesissues
Gathers Data &Stimulatesthinking
IdentifiesAlternatives& participatesIn decisions
OffersAlternativesAndParticipatesIn decisions
Trains theClient andDesignsLearningexpectations
ProvidesInformation& suggestionsFor policy orPracticedecisions
Proposesguidelines,Persuades orDirects in theProblem solving process
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Client Categories� Contact clients
� Approach the consultant initially
� Intermediate Clients
� Participate in various meetings
� Main or Primary Clients
� “own” a problem for which the C is brought in
� Contract Clients
� Play a key role in the consultant selection process
� Ultimate Client
� Their welfare and interests will ultimately be effected by the assignment
� Sponsoring Clients
� Provide the financial resources for the assignment.
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Critical Dimension of Client-Consultant Relationship� Collaborative relationship
� Knowledge based relationship
� Relationship of trust
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning3. Action Planning
4. Implementation
5. Termination
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning
• First contact with client
• Preliminary problem diagnosis
• Assignment planning
• Assignment proposals to client
• Consulting contract
3. Action Planning
4. Implementation
5. Termination
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning
• Purpose Analysis
• Problem Analysis
• Fact finding
• Fact Analysis and Synthesis
• Feedback to client
3. Action Planning
4. Implementation
5. Termination
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning
• Developing solutions
• Evaluating alternatives
• Proposals to client3. Action Planning
4. Implementation
5. Termination
• Proposals to client
• Planning for implementation
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning3. Action Planning
4. Implementation
5. Termination
• Assisting with implementation
• Adjusting proposals
• Training
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning3. Action Planning
4. Implementation
5. Termination
• Evaluation
• Final Report
• Setting commitments
• Plans for follow up
• Withdrawal
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The “usual” Consulting Process
Objectives and results to be achieved
The expertise to be provided by the consultant
The nature and sequence of tasks
The client’s participation in the assignmentThe client’s participation in the assignment
The resources required
The time frame and time table
The price to be paid
Other conditions as appropriate
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Alternatives to Separate Consulting Assignments
� A generalist retainer:
� The C follows global results and trends and looks for
opportunities;
� A specialist retainer:
� The C provides the client a permanent flow of
technical information;
� Framework contract:
� The C is contracted for a certain and specific job over
a period of time
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Outsourcing
� Activities that previously carried out within the
business:
� Factors Influencing Outsourcing are:
� Benefits to the client:Benefits to the client:
� Technical improvement:
� Legal provisions:
� Ethical issues:
� Commercialisation.
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Professional Service Infrastructure
CLIENTS
Mgt
Consulting
Eng
Consulting
Legal
Services
ITAudit &
Accounting
Other
Business
Info
ConsultingServices
Investment
BankingMgt Dev
& Training
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Consulting & Training
� Knowledge transfer and learning;
� C view training as their intervention solution;
� Setting up Training centres as part of consulting;
� C are also part-time trainers, lecturers;� C are also part-time trainers, lecturers;
� Drawing from training to consulting and vice
versa;
� In some educational establishments consulting
has become an institutional function;
� Hybrid firms.
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Consulting & Research
Factor Research Consulting
Problem Mainly fashioned by
researcher
Mainly fashioned by client
Time Scale Usually flexible Tighter and more rigid
End Product New theories Better management practiceEnd Product New theories Better management practice
Ownership of Information Usually publicly available Often confidential
Decision Making Focus may change Discretion limited to main
task only
Academic Rigour Methodology tight Minimum level appropriate
Evaluation Exrernal, by peers in
scientific community
Internal by company
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The Five Stages of the
Consulting Process
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour
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The Entry Stage
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning
• First contact with client
• Preliminary problem diagnosis
• Assignment planning
• Assignment proposals to client
• Consulting contract
3. Action Planning
4. Implementation
5. Termination
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Who contacts who!
� Reactive Approach:
� The client contacts the consultant in order to solve a problem or to work out a solution to an issue;
� The client is generally eager and demands an urgent meeting;
� The issues are unclear and not defined.
� Proactive Approach:
� The client contacts the consultant ahead of a problem;
� The client is interested in getting advice before any action has been taken;
� The client generally has a good idea of the project
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The initial meeting
� Is this a chess game or an understanding process?
� How has the client learned about the consultant?
� Recommended
� Repeat Business
� Professional Registry
� Role Play: A new client has just asked for a meeting. He proposes a date and a meeting place. How would you prepare yourself for this meeting? What preliminary research would you undertake and why? Prepare an agenda for the first meeting.
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Preliminary Problem Diagnosis
� Consultants should use every piece of information that
has been said, seen, understood and implied;
� A preliminary diagnose is NOT part of the solution but to
draw a preliminary plan – proposal – for the client to draw a preliminary plan – proposal – for the client to
evaluate;
� Proceed from the general to the particular, from overall
objectives to reasons for substandard performance or
missed opportunities.
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The Consultant’s Approach
Study the current state of affairs (Past – Present – Future)
Strengths and weaknesses
Possible improvements, opportunities
Action needed and help proposed
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Preliminary methodological guidelines
� Based on relationships and proportions in the
client organisation;� Looking into the main processes,
� Identifying the relationship between inputs, processes and outputs,outputs,
� Relationships between principal indicators of performance.
� Using comparisons;
� Temporal,
� By the respective division and process.
� The client’s involvement
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Getting hold of the information
� Information gathering could be a nightmare for
most consultants
� Information is generally within the organisation
but hardly ever presented in the correct way.but hardly ever presented in the correct way.
� The consultant’s role is to identify the
information required as well as the sources
through which this information can be obtained.
� Generally through publications, records, files
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Setting the terms of reference
� Is generally described as the framework of the
consulting job.
� It should serve as a guide that regulates the
objective relationship between the client and the objective relationship between the client and the
consultant.
� Gives the client comfort of recognizing what will
be achieved.
� Gives the consultant a contextual framework.
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Assignment and strategy plan
Summary of problem
Objectives to achieve and action to take
Phases of the assignment
Role defintion
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Building the Proposal
� There is no perfect way how to present the proposal.
� This depends on the client’s needs, expectations and urgency.
� Each proposal must have enough information about:about:� Technical aspects of the job
� Staffing
� Consultant and background
� Financial terms and other items
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Contracting� This regulates the relationship between the client and
the consultant.
� Consulting companies adopt different rules and practices.
� The consulting contracts must include:� The terms of reference
The objectives of the assignment� The objectives of the assignment
� Expected outcome
� The consulting team (key personnel)
� Time frame
� Cost
� Other legal issues…opt out clauses, etc.
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Group Exercise
You are asked to use one of the case studies and prepare
and by using the information available draw up:
� (a) terms of reference
� (b) assignment objectives
� (c) Develop the main points for a proposal
(d) How would you present this proposal to the client.� (d) How would you present this proposal to the client.
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Diagnosing
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning
• Purpose Analysis
• Problem Analysis
• Fact finding
• Fact Analysis and Synthesis
• Feedback to client
3. Action Planning
4. Implementation
5. Termination
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Diagnosis
� This is one of the most important stages in the consulting
process since it should direct the consultant to the real
issue of the problem.
� Diagnosis is NOT a mere collection of data but it is
based on selected data and is consistently focused on based on selected data and is consistently focused on
the purpose of the project.
� The consultant must be rigorous to focus on what is
causing the problem rather than jumping into action
plans.
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General causes to the problem
� Describing the substance of the problem (problem
definition)
� Identifying where the problem exists within the
organisation (physical location)
� Identifying who is responsible (ownership)
� Identifying the magnitude of the problem – worth working � Identifying the magnitude of the problem – worth working
on or not!
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Common pitfalls in diagnosis (Kubr p.186)
� Mistaking symptoms for problems,
� Preconceived idea about the causes of the problems,
� Looking at the problem from a technical point of view
only,
� Ignoring how the problem is perceived in various parts of
the organisation,the organisation,
� Wrong appreciation of the urgency of the problem,
� Unfinished problem diagnosis,
� Failure to clarify the focus purpose.
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Data gathering� Factual and objective data:
� Company records
� Audited Accounts
� Audited Processes
� Inferred Data
� Personal analysis from different sources� Personal analysis from different sources
� Estimates
� Qualitative Sources
� Personal interviews
� Surveys - Questionnaires
� Tested models
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Managing Data
� Cultural factors affecting data gathering and analysis,
� Data analysis and data synthesis – two sides of the
same coin,
� Editing data to meet the current research,
� Classifying data in line to the assignment,
� Anlysis organised data
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Different methods of analysis
� Casual Analysis – aims to discover different relationships
between conditions and events,
� Cause-effect relationship
� Basic or primary cause
� Multiple causes of one effect
� Multiple effects of one cause� Multiple effects of one cause
� Cause or culprit
� Forced Field Analysis (Lewin)
� Comparison Analysis
� Synthesis (drawing a whole picture from different parts)
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Group Exercise
1) You are asked to use one of the case studies and
propose different methods of evaluation.
2) Explain why would you have selected some methods
over others?
3) What type of data do you think is required and why?
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Action Planning
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning
• Developing solutions
• Evaluating alternatives
• Proposals to client3. Action Planning
4. Implementation
5. Termination
• Proposals to client
• Planning for implementation
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Action Planning� This very active phase in consulting includes:
� Developing possible solutions to the problem,
� Choosing among alternative solutions,
� Presenting proposals to the client,
� Preparing for the implementation of the solution chosen by the client.client.
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Searching for possible solutions (Kubr, p.215)
� What should the new solution achieve?
� How will the new situation differ from the present?
� Are the effect likely to last?
� Where could solutions or ideas be found?
� What difficulties may arise?
� Who will be effected?� Who will be effected?
� When is the best time to change?
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The thinking process
� Experience is a good source to identify action plans;� Tacit knowledge about the various issues involved in the process,
� Transferring information to knowledge to wisdom,
� Creative thinking;� The relating of things and ideas that were previously unrelated,
� The process of creative thinking involves:
Preparation – Effort – Incubation – Insight – Evaluation.� Preparation – Effort – Incubation – Insight – Evaluation.
� Brainstorming & synectics (problem solving groups)
� Attribute listing
� Forced relationships
� Morphological Analysis (matrix)
� Lateral thinking – ex six thinking hats
� Breakthrough thinking
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Exercise –The Six thinking hats (Edward de Bono)
� Assessing available information
� Feelings and emotions about the issue
� Looking and gains and advantagesLooking and gains and advantages
� Looking at constraints, criticism, risk
� Creativity and new idea
� Pulling the whole thinking process
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Implementation
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning3. Action Planning
4. Implementation
5. Termination
• Assisting with implementation
• Adjusting proposals
• Training
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Consultants role in implementation
� There is a constant debate whether the consultant
should be part of the implementation process.
� Technically, it is the client who has to make the
necessary decisions to implement (or not) the
consultant’s recommendations.consultant’s recommendations.
� The consultant may not necessarily be involved if the
problem is relatively easy and the client has
demonstrated understanding during the diagnosis.
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When Consultants are part of the implementation� There should be an a priori agreement about the new
role the consultant should play including.
� Clear terms of reference describing the consultants role and the clients role in the implementation process,
� Consultants should not assume management’s responsibility in making decisions,
� Generally consultants should deal with most difficult tasks,
� The consultant’s role should gradually reduce.
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Implementation steps
� Identify the clear steps to be taken by the consultant and
the client,
� Define the responsibilities,
� Pace and lead time of implementation,
� Built-in flexibility and contingency� Built-in flexibility and contingency
� Detailing procedures,
� Monitoring implementation – through regular visits.
� Training the client
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Some tactical guidelines for introducing changes at work� Tactic 1: The best method.
� This approach involves that stakeholders are well informed and trained before in order to change the general attitude and behaviour.
Tactic 2: Spaced practice� Tactic 2: Spaced practice
� This approach states that improvement in performance occurs more quickly, in greater depths and last longer if new approaches are introduced in relatively short periods with the provision for rest periods.
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Some tactical guidelines for introducing changes at work/2� Tactic 3: Rehearsal.
� When changes involve skills, results constantly improve with spaced practice.
� Tactic 4: Moving from the known to the unknown
� Moving from what is known to something which is still not adequately established by the participants.
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Some tactical guidelines for introducing changes at work/2� Tactic 5: Setting demanding but realistic goals.
� Setting targets slightly higher than would normally be expected.
� Tactic 6: Respecting the absorptive capacity
� Respecting the fact there generally there is a limit how much � Respecting the fact there generally there is a limit how much people ca absorb. Knowledge and experience both play very important part.
� Tactic 7: Providing evidence and feedback
� Implies maintaining a constant communication loop with all stakeholders.
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Exercise
� You are asked to make use of one of case studies and
propose a an implementation programme.
� Outline the most appropriate implementation approach
and give reasons for your choice.and give reasons for your choice.
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Termination
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour
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The Consulting Process
1. Entry
2. Diagnosis
3. Action Planning3. Action Planning
4. Implementation
5. Termination
• Evaluation
• Final Report
• Setting commitments
• Plans for follow up
• Withdrawal
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Termination
� Any termination should be clear and ideally agreed
between both parties.
� Has the consulting job been completed;
� Will the consulting job be discontinued;� Will the consulting job be discontinued;
� Will the consulting job be pursued but without further
help from the consultant.
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When is it time for withdrawal
� Preparation for withdrawal
� Is the consultant withdrawing before the planned time
� Is the consultant withdrawing on time
� Is the consultant withdrawing after the planned time
� Be aware for the withdrawal symptoms and never stay
longer than actually required.
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Evaluating the consulting job
� Who should evaluate the consulting job?
� What are the parametres for evaluation?
� Evaluating benefits:
� New capabilities
� New systems� New systems
� New relationships
� New opportunities
� New behaviour
� New performance
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Evaluating the Consulting Process
� The design of the assignment (the contract)
� The quantity and quality of inputs
The consulting mode (style)� The consulting mode (style)
� The management of the assignment by the consultant
and the client
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The Five Stages of the
Consulting Process
Dr. Silvio De Bono
Asst. Professor – Organisational Behaviour