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Business Consulting The Consulting Process _ Consultancy Skills

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					                                   Электронные навыки для Российских МСП – фаза II
                                   E-Skills for Russia SMEs – Phase II



                      Business Consulting:
            Capacity Building for Russian Consultants
The Logical Framework of today‟s Session:
      Morning
               A - Presentation of the expert
               B - Global Change: The Challenges of Modern Society
               C - The Consulting Process
               D - Consultancy Skills
               Afternoon - workshop:
               E - Presentation of European Consultancy real life situations
               Change: How to Cope with Russian SMEs?


This project is funded by the EU         This project is implemented by Inno AG   Project partner
Этот проект финансируется ЕC             Проект осуществляется Inno AG            Партнер проекта
A – Presentation of Expert: Jean-Pierre Michiels
       Origin: Belgian – Based in Brussels;
       Education: Business Administration, “Nijenrode University”;
       Languages: English, French, Dutch, German, Italian, Spanish;
       International Business background: 30+ years management positions
        in small, medium and large multinational firms (Belgian, Japanese,
        US, Turkish, Belgian, Dutch, Danish, …);
       Sectors: International trade, machinery, metal, tooling, computer,
        textile, chemicals, logistics (maritime transport, port management);
       Consultancy: 13+ years – Private Sector Development, SMEs
       Focus: Strategic Business Development, capacity building related to
        the Competitive Challenges from Globalisation Pressures.


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B – Global Change: The Challenges of Modern Society
       Workforce Patterns Change - Examples for Major Workforce segments:
        - House/Estate Servants in developed countries around 1913 = largest „employee‟ group (30%)
         Today: domestic servants are almost gone
        - Farmers: Before = over 40% - Today: below 8% (still decreasing)
        - Factory Workers (bleu collars): same decrease (cause: automation & information systems)
        FACT: Competitive Pressure  Cost Reduction  Process Rationalisition
       Education – Skills - Changes in Business requirements:
        - USA, 1950-1980: Young Bleu Collars got HIGHER earnings  higher education graduates
         Today: Fully Opposite = Highly educated & skilled + niche expertise WANTED
       Move into the Age of LEARNING (knowledge) Society – Example for Japan:
        Already in 1995, Japan was producing 2,5 x more  1970 with same energy + less raw material
        FACT: Work has become KNOWLEDGE-INTENSIVE
       New Technologies = High Knowledge Content
       Knowledge Management: Develop enterprise Added-Value = Knowledge, Innovation, Creativity


Электронные навыки для Российских МСП - II                                                            3
C - The Consulting Process: 6 steps
    1. Contact: Engaging the initial contact and discussing the
       intervention area;
    2. Negotiation: Formulating a contract and establishing a helping
       relationship;
    3. Diagnostics: Identifying the problems through diagnostic
       analysis to qualify/quantify the action;
    4. Programming: Defining a work programme setting goals and
       planning for action;
    5. Implementation: Taking action and getting proactive feedback;
    6. Termination: Final review of results and completion of the
       contract.


Электронные навыки для Российских МСП - II                              4
1. Contact
    Understand the Business ENVIRONMENT
   Understanding Customer NEEDS
   Understanding Overall SCOPE of the Intervention
   Develop a COMMON UNDERSTANDING
   Output: AGREEMENT for a CONTRACT base
   CONCLUSION: YES (we agree) or NO = firm NOT READY yet or
    NO “FIT” = DISAGREEMENT = communication wrong or bad *
    (* Manager of enterprise not convinced of consulting value)



Электронные навыки для Российских МСП - II                        5
2. Negotiation
    CLARIFY Needs, Expectations and Requirements
   ANALYSIS: Internal/external Business Function Review
   TASKS: What to do? (Qualify & Quantify tasks)
   Involvement: Who will participate?
   Output: Common Understanding (what and who)
   Conclusion: Contract AGREEMENT (ToR of services to be
    performed: scope of the job, objectives, pricing and
    payment terms)


Электронные навыки для Российских МСП - II              6
3. Diagnostics
    What is the PROBLEM? What ACTION?
   Analysis: Review internal & external Business Functions
   Tasks: What to do? (qualify & quantify all actions)
   Involvement: Who will participate?
   Output: Common Understanding (what and who)
   CONCLUSION: Good BASIS to proceed *
    (* Clear common understanding of the consulting intervention)




Электронные навыки для Российских МСП - II                          7
4. Programming
    Formulation of detailed WORK PLAN
   Tasks: Complete, detailed list of actions (what to do)
   Intervention levels: Participants (who does what)
   Timing of actions: Schedule (when to do what)
   CONCLUSION: Clear PLAN accepted *
    (* Company participants are fully aware of Work Plan challenges)




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5. Implementation
    Work Plan in action – Proactive Feedback
   Focus on actions: Make sure the job is done (control)
   Monitoring: Evaluation of Results (quality/quantity)
   Feedback: To measure the customer Satisfaction =
    enabling to adjust the Work Plan to real Needs *
   CONCLUSION: Proactive Implementation taking place
    (* Adjustment: adaptations in case of unforeseen circumstances,
    activity re-orientation and corrective steps according to real needs)



Электронные навыки для Российских МСП - II                              9
6. Termination
    Final review of results - Completion of Contract
   Conclusion of the consulting process:
    a) New processes are in place;
    b) New results are obtained in line with set objectives.
   Overall impact of the consulting work: Evaluation of final Results
    a) Beneficiary client is empowered;
    b) Client has full control of new instruments.
   The Firm‟s Needs have been addressed: Change is in Process
   CONCLUSION: The Firm is in Control, open for New Support *
    (* Management is happy of new processes/changes = The CONFIDENCE
    developed by the Consultant opens the door for new intervention)


Электронные навыки для Российских МСП - II                               10
D – Consulting Skills: An Essential Condition for Effective
Consulting Business




             Consulting Skills for Managers
                              =
          Essential skills for a Good Consultant



Электронные навыки для Российских МСП - II                    11
                    What are good manager's skills?

1.    Creativity to find new solutions and new options
2.    Good communication skills of all kinds
3.    Respect for clients, confidentiality and culture
4.    Vision to see possibilities beyond the obvious
5.    Partnership in working with clients or customers - both
      internal and external
6.    Leadership in setting an example for others to follow
7.    Flexibility in facilitating change or adapting to changing
      needs.

Электронные навыки для Российских МСП - II                     12
          Essential skills for a Good Consultant

   Excellent interpersonal skills = ability to develop a relationship and
    generate trust
   Client-oriented (showing interest in the customer)
   Ability to listen with tact and diplomacy
   Analytical: critical and objective in diagnosing the situation to
    identify the real underlying problems
   Adaptable/flexible + Team worker
   Good communicator and negotiator
   Report writing skills in plain clear language
   Expertise: Sound technical knowledge of the area concerned


Электронные навыки для Российских МСП - II                               13
                                     Conclusion
      What makes a Real Good Consultant?
1.    Long-term Thinking:
      - Extrapolate the firm‟s future longer term needs
      - Thinking ahead the risks in a fast changing world
2.    Continuous Skills Improvement:
      - Update your Expertise and Best Practise levels
      - Knowledge, Thinking, Attitude: Know the trends



Электронные навыки для Российских МСП - II                  14
                                 Afternoon Session

        E – Presentation of European Consultancy real life situations

Discussion of European presentations – Role Plays
Question: How to deal with CHANGE in Russian SMEs?
Objective = Finding Answers from REAL Field Experience to develop the consulting business
 Discussion & brainstorming of the major challenges YOU have in the field
 Resistance from Managers, Owners, middle management (culture, attitude, …)
 How develop Credibility? Why and How have you been Accepted?
 What are the Best Incentives for Change?
 How do consultancy firms cope with unfair compeition?


CONCLUSION




  Электронные навыки для Российских МСП - II                                                15

				
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posted:10/8/2011
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