咨詢(xún)技巧：咨詢(xún)建議書(shū)的準(zhǔn)備和演示課件

ManagementConsultingSkills管理咨詢(xún)技能ConsultingTechniques:PreparingandPresentingRecommendations咨詢(xún)技巧：咨詢(xún)建議書(shū)的準(zhǔn)備和演示Presentedby:LiewShinLiatManagementConsultingSkillsPrObjectivesofthismoduleAttheendofthismodule,participantswillbeableto:UnderstandthetechniquesinpreparingandpresentingrecommendationsRecognisetheneedtogroupfindings,usemessagesandlinkideasinformulatingrecommendationsUnderstandhowconsultantsformulatelogicalanddefensiblerecommendationsUnderstandhowconsultantsassistclientsinimplementationmanagementThismoduledoesnotincludediscussionson:TechnicalandfunctionalsubjectmattersOtherconsultingtoolsandtechniquesObjectivesofthismoduleAtth本次演講的目的到本次演講結(jié)束時(shí)，聽(tīng)眾將能夠：了解準(zhǔn)備及演示咨詢(xún)建議書(shū)的技巧認(rèn)識(shí)到在制作建議書(shū)時(shí)，需要對(duì)研究成果進(jìn)行歸類(lèi)，運(yùn)用各種信息并將各種概念聯(lián)系起來(lái)了解咨詢(xún)顧問(wèn)如何制作有邏輯、有根據(jù)的建議書(shū)了解咨詢(xún)顧問(wèn)在執(zhí)行管理中如何幫助客戶(hù)本次演講不討論:技術(shù)和職能問(wèn)題其他咨詢(xún)工具和技巧本次演講的目的到本次演講結(jié)束時(shí)，聽(tīng)眾將能夠：Recommendationsandimplementationarekeypartsofaconsultingprocess1. DetermineclientobjectivesFocusonclientneeds2. DeterminestudyobjectivesMayormaynotbeidenticalwithclientneeds3. IdentifyissuesDeterminetheproblemsthatneedtobeexamined4. GeneratehypothesesBuildfirst-cuttentativeconclusions5. Determinekeyquestions--collectdataAskkeyquestionstotestthehypotheses,collectdatatoanswerthequestions6. AnalyzedataDissectthedata,tearthingsapartandexaminedetailsthoroughly7. DevelopandconfirmfindingsLookforcoherentpatternsandestablishlogicalgroupingsofinformationDetermineifneedtocollectmoredata8. DrawconclusionsGroupandlogicallysynthesisethefindingsConfirmconclusionsthroughfurtherresearch,ifnecessary9. PrescribealternativesolutionsGeneratepossiblesolutions10. RecommendbestsolutionDevelopviablesolutionsintorecommendations11. ImplementationplanningPlananddesignimplementationstepsandresourcerequirementsAssignresponsibilities12. ImplementationCarryouttheimplementationstepsandcheckprogress13. ClientderivesbenefitsRealisebenefitsoftheimplementedrecommendationsRecommendationsandimplementa建議和執(zhí)行是咨詢(xún)流程中關(guān)鍵的部分1. 確定客戶(hù)目標(biāo)主要關(guān)注客戶(hù)需求2. 確定研究目標(biāo)與客戶(hù)需求可能一致，也可能不一致3. 明確問(wèn)題確定需要調(diào)查的問(wèn)題4. 產(chǎn)生假設(shè)做出一些直觀、試驗(yàn)性的結(jié)論5. 確定關(guān)鍵問(wèn)題——搜集數(shù)據(jù)提出一些關(guān)鍵問(wèn)題來(lái)驗(yàn)證上面的假設(shè)，并收集資料解釋這些問(wèn)題6. 分析數(shù)據(jù)分解數(shù)據(jù)，細(xì)化。然后檢查所有細(xì)節(jié)7. 提出并確認(rèn)結(jié)論尋找固定模式，并對(duì)信息進(jìn)行邏輯歸類(lèi)決定是否需要進(jìn)一步的資料8. 下結(jié)論對(duì)結(jié)論進(jìn)行歸類(lèi)以及邏輯綜合必要時(shí)，通過(guò)進(jìn)一步的研究確認(rèn)結(jié)論9. 提出可供選擇的解決方案產(chǎn)生各種可能的方案10. 建議最佳方案將可行的方案提升為成咨詢(xún)建議11. 執(zhí)行計(jì)劃計(jì)劃并設(shè)計(jì)執(zhí)行步驟和資源要求分配責(zé)任12. 執(zhí)行逐步實(shí)施計(jì)劃，并控制進(jìn)程13. 客戶(hù)獲得收益實(shí)現(xiàn)了執(zhí)行建議的預(yù)期收益建議和執(zhí)行是咨詢(xún)流程中關(guān)鍵的部分1. 確定客戶(hù)目標(biāo)6. 分1. DetermineclientobjectivesChild:togetthesweetfromdoctorParents:toremovethesufferingMaid:totalktofriendsattheclinic2. DeterminestudyobjectivesDoctor:tocurethesickness;earnafee3. IdentifyissuesAsickchildSymptoms:runningnose,cough,fever4. GeneratehypothesesFlu,cold,measles5. Determinekeyquestions--collectdataObservations,records,interviewsTemp39to40C,redspots,headacheDiscomfort,lethargy,irritation6. AnalyzedataComparetocasesseenbefore7. ConfirmfindingsMoretests--bloodtest?Discoveredchildplayedwithgirlsufferingfrommeasles8. DrawconclusionsLogicallypointingtomeasles9. PrescribealternativesolutionsMedicines:parasin,antihistamine,chamomilelotionHerbaltreatmentNatural:rest,waterInjection10. RecommendbestsolutionMedicines11. ImplementationplanningInstructdosageandfrequencyAdvisethingstoavoid12. ImplementationChildtakesthemedicines13. ClientderivesbenefitsSicknesscuredImmunity(antibody)Medicalanalogy...curingachildsufferingfrommeasles1. Determineclientobjectives1. 確定客戶(hù)目標(biāo)

兒童:想從醫(yī)生那獲得糖果家長(zhǎng):除去疾病女傭:在門(mén)診部和朋友聊天2. 明確研究目標(biāo)醫(yī)生:治愈病人;獲得報(bào)酬3. 明確問(wèn)題一名患病兒童癥狀:流鼻涕,咳嗽,發(fā)燒4. 產(chǎn)生假設(shè)流感,感冒,麻疹5. 確定關(guān)鍵問(wèn)題–收集數(shù)據(jù)

觀察、記錄、詢(xún)問(wèn)體溫39-40度,紅斑,頭痛不適,食欲差,煩躁不安6. 分析數(shù)據(jù)比較過(guò)去的病例7. 確認(rèn)結(jié)論進(jìn)一步的檢查–驗(yàn)血?發(fā)現(xiàn)患病兒童曾與患有麻疹的女孩兒玩耍8. 下結(jié)論邏輯指向麻疹9. 提出可供選擇的方案藥物治療:帕熱森,抗組胺劑,甘菊洗液中醫(yī)療法自然:多休息,多喝水打針10. 建議最佳方案藥物治療11. 執(zhí)行計(jì)劃制訂劑量和頻次叮囑禁忌的事情12. 執(zhí)行患兒吃藥13. 客戶(hù)獲得收益康復(fù)免疫力(抗體)醫(yī)療類(lèi)比……

治療患麻疹的兒童1. 確定客戶(hù)目標(biāo)5. 確定關(guān)鍵問(wèn)題–收集數(shù)據(jù)9. Apples蘋(píng)果 - Fruit水果Butter黃油 - DairyProduct日用品Carrots蘿卜 - Vegetable蔬菜Grapes葡萄 - Fruit水果Milk牛奶 - DairyProduct日用品Oranges桔/橙 - Fruit水果Potatoes土豆 - Vegetable蔬菜SourCream酸奶- DairyProduct日用品ExampleThefirststepinpreparingrecommendationsistosortrelatedideas

準(zhǔn)備建議書(shū)的第一項(xiàng)工作就是將相關(guān)概念歸類(lèi)Apples蘋(píng)果 - Fruit水果ExampleThefApples蘋(píng)果Butter黃油Carrots蘿卜Grapes葡萄Milk牛奶O(píng)ranges桔/橙Potatoes土豆SourCream酸奶DairyProducts日用品Butter黃油Milk牛奶SourCream酸奶Fruits水果Apples蘋(píng)果Grapes葡萄Oranges桔/橙Vegetables蔬菜Carrots蘿卜Potatoes土豆Ungrouped未歸類(lèi)Grouped歸類(lèi)后Groupingofrelatedideashelpreadersaggregatethecontents

將相關(guān)概念歸類(lèi)有助于讀者整合內(nèi)容Apples蘋(píng)果DairyProducts日用品Ungro4 Isnotaquestion

不是問(wèn)題2 Communicatesoneideaonly

一家之言?Label3 Isnotalabelfortheoutline

非提綱標(biāo)記Amessageaddsvaluetotheinformationandaddresses“sowhat”

信息(message)增加了材料(information)的價(jià)值并突出了“什么？”1 Statesapositionoraconclusiontobedeveloped

表示一個(gè)位置/結(jié)論需要進(jìn)一步研究4 Isnotaquestion2 CommunicaAmessageconveysasingleidea

一個(gè)信息的要意表達(dá)一個(gè)簡(jiǎn)單的思想Messages信息要意Heruns他跑步Ieat我吃Ieatrice我吃飯Saleshasnotimproved銷(xiāo)售沒(méi)有改進(jìn)Step5oftheprojectwillinclude10interviews項(xiàng)目的第五步包括10次訪談IBMshouldcompeteinthetelephoneequipmentbusinessIBM應(yīng)當(dāng)參與電話(huà)設(shè)備業(yè)務(wù)的競(jìng)爭(zhēng)Lifesciencesinvestmentwillbedoublednextyear

生命科學(xué)投資明年將成倍增長(zhǎng)AmessageconveysasingleideAnon-messageisanincompletesentence,alabeloraquestion

非要意——是一個(gè)不完整的句子、或是一個(gè)標(biāo)題或問(wèn)題Non-messages非要意Theblackcatwhichhaseateninthekitchen那只在廚房里吃東西的黑貓TheprosandconsofsettingupanofficeinBeijing

在北京設(shè)立辦事處的利弊FivekeysuccessfactorsofwinningbusinessinRussia在俄羅斯成功贏得業(yè)務(wù)的五個(gè)關(guān)鍵因素Whatarethemaincausesofslowgrowth?

低增長(zhǎng)的主要原因是什么？AnalysisofconsultingindustryinahighlycompetitivemarketsuchasChinainthelasttenyears

對(duì)市場(chǎng)競(jìng)爭(zhēng)激烈的中國(guó)咨詢(xún)產(chǎn)業(yè)過(guò)去10年的分析ThestoryofaChinesebusinessmanwhohasanexcellentvision

一個(gè)有見(jiàn)地的中國(guó)商人的故事Minimisationofwastefromtheproductionline

生產(chǎn)線浪費(fèi)的極小化Anon-messageisanincompleteSowhat?什么？“Evolutionofcomputersalesfrom1991to1996”1991-1996年計(jì)算機(jī)銷(xiāo)售的演變“Computersaleshavealmosttripledbetween1991and1996”1991到1996，計(jì)算機(jī)銷(xiāo)售增長(zhǎng)了兩倍Why?How?為什么？如何？Arouseinterest引起興趣Savetime省時(shí)Avoidambiguity避免模糊Amessagebenefitsthereader

信息要意有益于讀者Sowhat?“EvolutionofcomputerWidgetproductionisveryeasyItdoesnotrequireanMBAdegree...andalackofworkexperienceisnobigdealsoevenafoolcanmakewidgets...andrealmenthriveonchallenge

Realmenenjoytacklingtoughprojects...andarefarfrombeingrisk-aversesorealmenarefoundinchallengingjobs...sowidgetsarenottherealman’sthingWidgetproductiontechnologywillsoonbeobsolete...becauseproducingwidgetsisnotachallengingjob...andtheworldisfullofrealmenExampleRealmenAdocumentwithanideaorkeymessageismoreinterestingWidgetproductionisveryeasy小工具的生產(chǎn)很容易不需要MBA文憑…缺乏工作經(jīng)驗(yàn)不是大問(wèn)題因此甚至一個(gè)傻瓜都可以生產(chǎn)小工具真正的男人樂(lè)于挑戰(zhàn)真正的男人喜歡對(duì)付艱苦的項(xiàng)目決不厭惡風(fēng)險(xiǎn)因此真正的男人出現(xiàn)在充滿(mǎn)挑戰(zhàn)的工作崗位上...因此小工具不是真正的男人的事業(yè)

小工具的生產(chǎn)技術(shù)很快會(huì)過(guò)時(shí)...因?yàn)樯a(chǎn)小工具不是一個(gè)充滿(mǎn)挑戰(zhàn)的工作

...世界充滿(mǎn)了真正的男人例子真正的男人內(nèi)含一個(gè)想法或關(guān)鍵要意的文件更加引人注目小工具的生產(chǎn)很容易例子真正的男人內(nèi)含一個(gè)想法或關(guān)鍵要意的文件PurchasealargeBritishLeylandFranchiseWillgrowfasterthantheindustryWillhavepositivefinancialimpactWillbeeasytoabsorbLargemarketshareLittleretailcompe-titionLowcostGrowingsalesRisingprofitsSeparatebusinessSamemanagersSimplecontrolprocessesWhy?Why?Why?Why?Thepyramidstructureestablishesaquestion/answerdialoguePurchasealargeBritishLeyla購(gòu)買(mǎi)英國(guó)大型特許經(jīng)營(yíng)企業(yè)萊蘭可以比行業(yè)成長(zhǎng)得更快將帶來(lái)正面的財(cái)務(wù)效應(yīng)容易吸納巨大市場(chǎng)份額面臨很少的零售競(jìng)爭(zhēng)低成本增長(zhǎng)的銷(xiāo)售額提高的利潤(rùn)獨(dú)立的業(yè)務(wù)相同的經(jīng)理簡(jiǎn)單的控制流程Why?Why?Why?Why?金字塔結(jié)構(gòu)建立一個(gè)問(wèn)題-答案的對(duì)話(huà)購(gòu)買(mǎi)英國(guó)大型可以比行業(yè)將帶來(lái)正面的容易吸納巨大市場(chǎng)面臨很少的Micro-computerswilldrasticallychangethejobsofmanagersManagerscannolongerbecomputer-illiterateManagerswillusemicro-computersforproblemsolvingManagerswillrequirenewapproachinmanagingpeopleMoreandmoremicro-computerswillbeusedtoreceive,process,storeandsendinformationJob-seekersandemployeesareincreasinglybettertrainedincomputerapplicationsManagerswillhavetoacquireknowledgeincomputersSoftwarepackagesallowdataanalysisTheresultismorealternativesareexploredmorethoroughly...andmanagerswillbecomefasterinrespondingtochangesWideusageofmicro-computersresultsinnewjobdesign...anditgeneratessomenewproblemslikedatasecurity,lesshumancommunicationManagerswillneedtoadjusttheirleadershipstylesExampleLevelA B C Exampleofpyramid...hierarchyofideasMicro-computerswilldrastical電腦將徹底改變經(jīng)理們的工作經(jīng)理們不能再當(dāng)電腦盲經(jīng)理們可以使用電腦解決問(wèn)題經(jīng)理們?cè)谌说墓芾砩闲枰碌姆椒ㄔ絹?lái)越多的電腦被用于接收、處理、存儲(chǔ)、發(fā)送信息求職者和公司雇員在計(jì)算機(jī)應(yīng)用上接受了越來(lái)越多的培訓(xùn)經(jīng)理們不得不獲取計(jì)算機(jī)知識(shí)軟件包可以進(jìn)行數(shù)據(jù)分析結(jié)果是更多的備選方案被更徹底的發(fā)掘出來(lái)...經(jīng)理們對(duì)變化反應(yīng)更迅捷電腦的廣泛使用導(dǎo)致了新的工作設(shè)計(jì)…它也產(chǎn)生了新的問(wèn)題，比如數(shù)據(jù)安全，人際溝通減少經(jīng)理們需要調(diào)整領(lǐng)導(dǎo)方式例子層級(jí)A B C 金字塔實(shí)例...思想的層級(jí)結(jié)構(gòu)電腦將徹底改變經(jīng)理們的工作經(jīng)理們不能再當(dāng)電腦盲經(jīng)理們可以使用Orchestratingtheprogress…tokeeptheprojectundercontrol編織流程…保持對(duì)項(xiàng)目的有效控制Collectingrelevantdata…toaddressspecificquestionsandtesthypotheses搜集相關(guān)信息…突出特殊問(wèn)題，并驗(yàn)證假設(shè)Storyboard情節(jié)要覽Storylinedefinestheinformationsearchandlinkstheideastogether

陳述提綱規(guī)定信息搜集的內(nèi)容，并將各種思想聯(lián)系起來(lái)Orchestratingtheprogress…tXYZCompany:linkingfindings,conclusionsandrecommendationsBackgroundinformation:XYZCompanyisinvolvedintheproductdevelopment,manufacturing,marketing&sales,distributionandafter-dalesserviceoftelecommunicationequipmentObjectiveoftheconsultingassignmentistoimprovetheprofitabilityofthecompanyYouarerequiredto:GrouprelatedfindingstogetherDrawconclusionsfromeachgroupoffindingsFormulaterecommendationsbasedontheconclusionsXYZCompany:linkingfindings,XYZ公司：將研究發(fā)現(xiàn)、結(jié)論和咨詢(xún)建議聯(lián)系起來(lái)背景信息：XYZ公司從事通訊設(shè)備的產(chǎn)品開(kāi)發(fā)、制造、市場(chǎng)&銷(xiāo)售、分銷(xiāo)和售后服務(wù)咨詢(xún)?nèi)蝿?wù)的目標(biāo)是提高公司的盈利

要求你:將相關(guān)的研究成果歸類(lèi)從每一類(lèi)研究成果中提煉出相應(yīng)的結(jié)論在此基礎(chǔ)上準(zhǔn)確的表述咨詢(xún)建議XYZ公司：將研究發(fā)現(xiàn)、結(jié)論和咨詢(xún)建議聯(lián)系起來(lái)背景信息：FindingsF1.ProfitmarginsvarywidelybyproductlineF2.ProcessstandardtimeisoutdatedandprocesscostdatalackingF3.AverageproductlifeisonlythreeyearsincurrentmarketF4.TargetprofitsarebasedstrictlyonpartyearperformanceF5.ProductdevelopmenthasbeenrecognisedastrulyinnovativeF6.ProductcostsaregenerallyaboveindustryaverageF7.RawmaterialcostsareinlinewiththecompetitionF8.Productlineshaveturnedoveronapproximatelyathree-yearcycleF9.PromotionalbudgetsaresetasafixedpercentofproductvolumeF10.Over70%ofthesalesdollarisinlowmarginlinesF11.ProductsareratedconsistentlysuperiorinmarketresearchfindingsF12.CustomersarewillingtopayapremiumforhighqualityproductF13.Rawmaterialsare60%andprocessingis30%offinishedproductcostsF14.Companyprofitshavebeen40%belowindustryaverageforpastfiveyearsF15.MarketisresponsivetoproductinnovationF16.80%ofproductdevelopmentfundsareallocatedtolowmarginlinesF17.OutputandyieldsarewellbelowtheperformanceofferedbylatestequipmentF18.SalesincentivesarebasedonstraightdollarvolumesXYZCompanyFindingsXYZCompany研究發(fā)現(xiàn)F1.利潤(rùn)率因產(chǎn)品品類(lèi)的不同而有很大差異F2.流程標(biāo)準(zhǔn)時(shí)間早已過(guò)時(shí)，流程成本數(shù)據(jù)缺失

F3.產(chǎn)品平均壽命在現(xiàn)有市場(chǎng)僅三年

F4.目標(biāo)利潤(rùn)嚴(yán)格的以當(dāng)年部分時(shí)間的業(yè)績(jī)?yōu)榛A(chǔ)F5.產(chǎn)品開(kāi)發(fā)被認(rèn)為是真正的創(chuàng)新

F6.產(chǎn)品成本一般高于行業(yè)平均水平

F7.原材料成本符合競(jìng)爭(zhēng)水平

F8.產(chǎn)品線大致每三年周轉(zhuǎn)一次

F9.促銷(xiāo)預(yù)算根據(jù)產(chǎn)品量的固定百分比設(shè)定F10.超過(guò)70%的銷(xiāo)售額來(lái)自于低利潤(rùn)產(chǎn)品品類(lèi)

F11.市場(chǎng)研究表明產(chǎn)品得到的評(píng)價(jià)始終比較高

F12.消費(fèi)者更愿意為高質(zhì)量多付錢(qián)

F13.產(chǎn)成品的成本中，原材料占60%，流程成本占30%

F14.過(guò)去五年公司利潤(rùn)較行業(yè)平均水平低40%

F15.市場(chǎng)對(duì)產(chǎn)品創(chuàng)新積極響應(yīng)

F16.80%的產(chǎn)品開(kāi)發(fā)資金被用于低利潤(rùn)產(chǎn)品線

F17.產(chǎn)量和收益都遠(yuǎn)遠(yuǎn)低于最新設(shè)備F18.銷(xiāo)售人員的激勵(lì)基于直接的銷(xiāo)售額XYZ公司研究發(fā)現(xiàn)XYZ公司ConclusionsC1.CurrentprofitgoalsaretooconservativeC2.ConsistentproductinnovationcanbeakeystrengthinthevolatilemarketC3.OutdatedprocessesandplantsareshrinkingprofitC4.GreaterconcentrationonhighmarginlinesofferprofitimprovementpotentialC5.PremiumpricingoffersaprofitimprovementpotentialRecommendationsR1.DiscardpresentprofitplanningsystemR2.RelatepromotionfundingtoprofitmarginsR3.ConcentrateproductdevelopmentonhighmarginpremiumlinesR4.IncreasesalesincentiveforhighmarginlinesR5.ReviseprocessstandardtimeandinstallprocesscostingsystemR6.RaisepriceswherehighqualitycommandspremiumpricesR7.UpgradeproductionplanttoimproveoutputandyieldsImprovementGoalG1.Set_____%asshort-termprofit-improvementgoalXYZCompanyConclusionsXYZCompany結(jié)論

C1.當(dāng)前的利潤(rùn)目標(biāo)太保守C2.在這個(gè)變化莫測(cè)的市場(chǎng)上，持續(xù)的產(chǎn)品創(chuàng)新是一個(gè)關(guān)鍵的優(yōu)勢(shì)C3.過(guò)時(shí)的流程和廠房讓利潤(rùn)縮水

C4.賦予高利潤(rùn)生產(chǎn)線更大的關(guān)注將是利潤(rùn)改善的潛力

C5.提價(jià)提供一個(gè)利潤(rùn)改善的潛力

咨詢(xún)建議

R1.拋棄現(xiàn)有的利潤(rùn)規(guī)劃系統(tǒng)

R2.將促銷(xiāo)資金和利潤(rùn)率聯(lián)系起來(lái)

R3.將產(chǎn)品開(kāi)發(fā)集中于高利潤(rùn)產(chǎn)品線

R4.增加對(duì)高利潤(rùn)產(chǎn)品的銷(xiāo)售激勵(lì)

R5.修改流程標(biāo)準(zhǔn)時(shí)間，安裝流程成本系統(tǒng)

R6.實(shí)行高質(zhì)高價(jià)

R7.升級(jí)制造廠房，從而改善產(chǎn)量和收益

改進(jìn)目標(biāo)

G1.將___%設(shè)定為短期的利潤(rùn)改善目標(biāo)

XYZ公司結(jié)論XYZ公司XYZCompany–LogicDiagramme

XYZ公司-邏輯結(jié)構(gòu)圖FINDINGS

研究發(fā)現(xiàn)CONCLUSIONS

結(jié)論RECOMMENDATIONS

咨詢(xún)建議IMPROVEMENTGOAL

改進(jìn)目標(biāo)XYZCompany–LogicDiagramme

ProactivemanagementoftheimplementationprocessiscriticaltothesuccessofaconsultingprojectDefineclearlytherolesoftheclientandtheconsultantClarifythescopeoftheconsultant’stasksEstablishtheimplementationapproachTotallyhands-off(noinvolvement)Fullyhands-on(fullprojectmanagementincludingretentiontoimplementtherecommendationsSub-contract,outsourcing,sharedservicesSupporttheclientTrainingmaybeneededtoexecuteimplementationtasksConsultantmaybesecondedtoassisttheimplementationteamProactivemanagementoftheim執(zhí)行過(guò)程中的積極管理對(duì)咨詢(xún)項(xiàng)目的成功至關(guān)重要明確定義客戶(hù)與咨詢(xún)顧問(wèn)的角色

確定咨詢(xún)顧問(wèn)的任務(wù)范圍

建立執(zhí)行方法

全部放手（不參與）

完全上手（全項(xiàng)目管理包括后續(xù)的咨詢(xún)建議的執(zhí)行）

分包，外包，分享服務(wù)

支持客戶(hù)

為了完成執(zhí)行任務(wù)可能需要進(jìn)行培訓(xùn)有可能咨詢(xún)顧問(wèn)受托幫助執(zhí)行團(tuán)隊(duì)

執(zhí)行過(guò)程中的積極管理對(duì)咨詢(xún)項(xiàng)目的成功至關(guān)重要明確定義客戶(hù)與咨ImplementationplanninganddesignlaythefoundationsfortheimplementationphaseImplementationplanningListallthekeytaskstobecarriedoutAssignresponsibilitiesforthetasksEstablishascheduleforthecompletionofthetasksSpecifyadditionalresourcesthatmaybeneededIdentifyissuesandinterdependencieswhichmustberesolvedduringtheimplementationprocessImplementationdesignEstablishdetailedguidelinesandprocedures,resolveissuesandintegratevariousimplementationcomponents,e.g.,staffing,training,financingNote:Thisphaseisusuallydrivenbytheclient’sworkcommitmentsandpriorities.Donotunderestimatetheeffortandtimeneededforimplementationdesign.Implementationplanningandde執(zhí)行計(jì)劃和設(shè)計(jì)為執(zhí)行階段奠定了基礎(chǔ)執(zhí)行計(jì)劃

列出所有待實(shí)施的關(guān)鍵任務(wù)

為每一項(xiàng)任務(wù)分派責(zé)任

為任務(wù)的完成制定時(shí)間表

說(shuō)明可能會(huì)需要的額外資源

確定必須在執(zhí)行過(guò)程中予以解決的問(wèn)題和相互依賴(lài)性執(zhí)行設(shè)計(jì)確立具體的指導(dǎo)方針和流程、

解決問(wèn)題，并組合不同的執(zhí)行要素，例如

人員配置、培訓(xùn)、融資注意：這一階段通常受到客戶(hù)承諾和重要性的驅(qū)動(dòng)。不要低估執(zhí)行設(shè)計(jì)所需要的努力和時(shí)間。執(zhí)行計(jì)劃和設(shè)計(jì)為執(zhí)行階段奠定了基礎(chǔ)執(zhí)行計(jì)劃ImplementationaudithelpstomonitorthesuccessofchangesexecutedintheimplementationphaseImplementationActualproceduralchangeandorganisationalconversionImplementationauditConductperiodicpost-implementationauditstoensurethateverythingismovingaccordingtoplanMakeminor(ormajor)adjustmentstotheinitialplan,wherenecessaryEnsurethatthemomentumforchangeissustainedImplementationaudithelpsto執(zhí)行審計(jì)有助于監(jiān)控執(zhí)行階段實(shí)施的變革是否成功執(zhí)行實(shí)際的流程變革和組織變革執(zhí)行審計(jì)進(jìn)行定期的執(zhí)行后審計(jì)以確保每件事情按照計(jì)劃進(jìn)行必要時(shí)對(duì)初始計(jì)劃進(jìn)行微調(diào)（或重大調(diào)整）確保變革的動(dòng)力持續(xù)不變執(zhí)行審計(jì)有助于監(jiān)控執(zhí)行階段實(shí)施的變革是否成功執(zhí)行Summary:well-supportedrecommendations,effectiveimplementationmanagementandclientownershipRecommendationsmustbeclearanddefensibleBasedonrelevantfindings,thoroughanalysis,andlogicalconclusionsImplementationprocessmustbeeffectivelymanagedMeticulousimplementationplanningpavesthewayforefficientimplementationRegularimplementationauditsincreasethelikelihoodofsuccessfulimplementationClientownershipmustbesecuredearlyintheprojectSellrecommendationsearlytogainclientownershipandcommitmentKeepclientsinformedthroughouttheconsultingprocessSummary:well-supportedrecomm總結(jié)：

有理有力的建議、

有效的執(zhí)行管理以及客戶(hù)所有權(quán)建議書(shū)必須清晰、有根據(jù)基于相關(guān)的研究成果、

細(xì)致全面的分析以及符合邏輯的結(jié)論執(zhí)行過(guò)程必須受到有效的管理謹(jǐn)慎的實(shí)施計(jì)劃為有效的執(zhí)行鋪平了道路有規(guī)律的執(zhí)行審計(jì)增加了執(zhí)行成功的可能性必須在項(xiàng)目早期取得客戶(hù)所有權(quán)盡早出售建議書(shū)以便獲取客戶(hù)所有權(quán)和承諾在整個(gè)咨詢(xún)過(guò)程中隨時(shí)告知客戶(hù)項(xiàng)目進(jìn)程總結(jié)：有理有力的建議、有效的執(zhí)行管理以及客戶(hù)所有權(quán)建議書(shū)ManagementConsultingSkills管理咨詢(xún)技能ConsultingTechniques:PreparingandPresentingRecommendations咨詢(xún)技巧：咨詢(xún)建議書(shū)的準(zhǔn)備和演示Presentedby:LiewShinLiatManagementConsultingSkillsPrObjectivesofthismoduleAttheendofthismodule,participantswillbeableto:UnderstandthetechniquesinpreparingandpresentingrecommendationsRecognisetheneedtogroupfindings,usemessagesandlinkideasinformulatingrecommendationsUnderstandhowconsultantsformulatelogicalanddefensiblerecommendationsUnderstandhowconsultantsassistclientsinimplementationmanagementThismoduledoesnotincludediscussionson:TechnicalandfunctionalsubjectmattersOtherconsultingtoolsandtechniquesObjectivesofthismoduleAtth本次演講的目的到本次演講結(jié)束時(shí)，聽(tīng)眾將能夠：了解準(zhǔn)備及演示咨詢(xún)建議書(shū)的技巧認(rèn)識(shí)到在制作建議書(shū)時(shí)，需要對(duì)研究成果進(jìn)行歸類(lèi)，運(yùn)用各種信息并將各種概念聯(lián)系起來(lái)了解咨詢(xún)顧問(wèn)如何制作有邏輯、有根據(jù)的建議書(shū)了解咨詢(xún)顧問(wèn)在執(zhí)行管理中如何幫助客戶(hù)本次演講不討論:技術(shù)和職能問(wèn)題其他咨詢(xún)工具和技巧本次演講的目的到本次演講結(jié)束時(shí)，聽(tīng)眾將能夠：Recommendationsandimplementationarekeypartsofaconsultingprocess1. DetermineclientobjectivesFocusonclientneeds2. DeterminestudyobjectivesMayormaynotbeidenticalwithclientneeds3. IdentifyissuesDeterminetheproblemsthatneedtobeexamined4. GeneratehypothesesBuildfirst-cuttentativeconclusions5. Determinekeyquestions--collectdataAskkeyquestionstotestthehypotheses,collectdatatoanswerthequestions6. AnalyzedataDissectthedata,tearthingsapartandexaminedetailsthoroughly7. DevelopandconfirmfindingsLookforcoherentpatternsandestablishlogicalgroupingsofinformationDetermineifneedtocollectmoredata8. DrawconclusionsGroupandlogicallysynthesisethefindingsConfirmconclusionsthroughfurtherresearch,ifnecessary9. PrescribealternativesolutionsGeneratepossiblesolutions10. RecommendbestsolutionDevelopviablesolutionsintorecommendations11. ImplementationplanningPlananddesignimplementationstepsandresourcerequirementsAssignresponsibilities12. ImplementationCarryouttheimplementationstepsandcheckprogress13. ClientderivesbenefitsRealisebenefitsoftheimplementedrecommendationsRecommendationsandimplementa建議和執(zhí)行是咨詢(xún)流程中關(guān)鍵的部分1. 確定客戶(hù)目標(biāo)主要關(guān)注客戶(hù)需求2. 確定研究目標(biāo)與客戶(hù)需求可能一致，也可能不一致3. 明確問(wèn)題確定需要調(diào)查的問(wèn)題4. 產(chǎn)生假設(shè)做出一些直觀、試驗(yàn)性的結(jié)論5. 確定關(guān)鍵問(wèn)題——搜集數(shù)據(jù)提出一些關(guān)鍵問(wèn)題來(lái)驗(yàn)證上面的假設(shè)，并收集資料解釋這些問(wèn)題6. 分析數(shù)據(jù)分解數(shù)據(jù)，細(xì)化。然后檢查所有細(xì)節(jié)7. 提出并確認(rèn)結(jié)論尋找固定模式，并對(duì)信息進(jìn)行邏輯歸類(lèi)決定是否需要進(jìn)一步的資料8. 下結(jié)論對(duì)結(jié)論進(jìn)行歸類(lèi)以及邏輯綜合必要時(shí)，通過(guò)進(jìn)一步的研究確認(rèn)結(jié)論9. 提出可供選擇的解決方案產(chǎn)生各種可能的方案10. 建議最佳方案將可行的方案提升為成咨詢(xún)建議11. 執(zhí)行計(jì)劃計(jì)劃并設(shè)計(jì)執(zhí)行步驟和資源要求分配責(zé)任12. 執(zhí)行逐步實(shí)施計(jì)劃，并控制進(jìn)程13. 客戶(hù)獲得收益實(shí)現(xiàn)了執(zhí)行建議的預(yù)期收益建議和執(zhí)行是咨詢(xún)流程中關(guān)鍵的部分1. 確定客戶(hù)目標(biāo)6. 分1. DetermineclientobjectivesChild:togetthesweetfromdoctorParents:toremovethesufferingMaid:totalktofriendsattheclinic2. DeterminestudyobjectivesDoctor:tocurethesickness;earnafee3. IdentifyissuesAsickchildSymptoms:runningnose,cough,fever4. GeneratehypothesesFlu,cold,measles5. Determinekeyquestions--collectdataObservations,records,interviewsTemp39to40C,redspots,headacheDiscomfort,lethargy,irritation6. AnalyzedataComparetocasesseenbefore7. ConfirmfindingsMoretests--bloodtest?Discoveredchildplayedwithgirlsufferingfrommeasles8. DrawconclusionsLogicallypointingtomeasles9. PrescribealternativesolutionsMedicines:parasin,antihistamine,chamomilelotionHerbaltreatmentNatural:rest,waterInjection10. RecommendbestsolutionMedicines11. ImplementationplanningInstructdosageandfrequencyAdvisethingstoavoid12. ImplementationChildtakesthemedicines13. ClientderivesbenefitsSicknesscuredImmunity(antibody)Medicalanalogy...curingachildsufferingfrommeasles1. Determineclientobjectives1. 確定客戶(hù)目標(biāo)

兒童:想從醫(yī)生那獲得糖果家長(zhǎng):除去疾病女傭:在門(mén)診部和朋友聊天2. 明確研究目標(biāo)醫(yī)生:治愈病人;獲得報(bào)酬3. 明確問(wèn)題一名患病兒童癥狀:流鼻涕,咳嗽,發(fā)燒4. 產(chǎn)生假設(shè)流感,感冒,麻疹5. 確定關(guān)鍵問(wèn)題–收集數(shù)據(jù)

觀察、記錄、詢(xún)問(wèn)體溫39-40度,紅斑,頭痛不適,食欲差,煩躁不安6. 分析數(shù)據(jù)比較過(guò)去的病例7. 確認(rèn)結(jié)論進(jìn)一步的檢查–驗(yàn)血?發(fā)現(xiàn)患病兒童曾與患有麻疹的女孩兒玩耍8. 下結(jié)論邏輯指向麻疹9. 提出可供選擇的方案藥物治療:帕熱森,抗組胺劑,甘菊洗液中醫(yī)療法自然:多休息,多喝水打針10. 建議最佳方案藥物治療11. 執(zhí)行計(jì)劃制訂劑量和頻次叮囑禁忌的事情12. 執(zhí)行患兒吃藥13. 客戶(hù)獲得收益康復(fù)免疫力(抗體)醫(yī)療類(lèi)比……

治療患麻疹的兒童1. 確定客戶(hù)目標(biāo)5. 確定關(guān)鍵問(wèn)題–收集數(shù)據(jù)9. Apples蘋(píng)果 - Fruit水果Butter黃油 - DairyProduct日用品Carrots蘿卜 - Vegetable蔬菜Grapes葡萄 - Fruit水果Milk牛奶 - DairyProduct日用品Oranges桔/橙 - Fruit水果Potatoes土豆 - Vegetable蔬菜SourCream酸奶- DairyProduct日用品ExampleThefirststepinpreparingrecommendationsistosortrelatedideas

準(zhǔn)備建議書(shū)的第一項(xiàng)工作就是將相關(guān)概念歸類(lèi)Apples蘋(píng)果 - Fruit水果ExampleThefApples蘋(píng)果Butter黃油Carrots蘿卜Grapes葡萄Milk牛奶O(píng)ranges桔/橙Potatoes土豆SourCream酸奶DairyProducts日用品Butter黃油Milk牛奶SourCream酸奶Fruits水果Apples蘋(píng)果Grapes葡萄Oranges桔/橙Vegetables蔬菜Carrots蘿卜Potatoes土豆Ungrouped未歸類(lèi)Grouped歸類(lèi)后Groupingofrelatedideashelpreadersaggregatethecontents

將相關(guān)概念歸類(lèi)有助于讀者整合內(nèi)容Apples蘋(píng)果DairyProducts日用品Ungro4 Isnotaquestion

不是問(wèn)題2 Communicatesoneideaonly

一家之言?Label3 Isnotalabelfortheoutline

非提綱標(biāo)記Amessageaddsvaluetotheinformationandaddresses“sowhat”

信息(message)增加了材料(information)的價(jià)值并突出了“什么？”1 Statesapositionoraconclusiontobedeveloped

表示一個(gè)位置/結(jié)論需要進(jìn)一步研究4 Isnotaquestion2 CommunicaAmessageconveysasingleidea

一個(gè)信息的要意表達(dá)一個(gè)簡(jiǎn)單的思想Messages信息要意Heruns他跑步Ieat我吃Ieatrice我吃飯Saleshasnotimproved銷(xiāo)售沒(méi)有改進(jìn)Step5oftheprojectwillinclude10interviews項(xiàng)目的第五步包括10次訪談IBMshouldcompeteinthetelephoneequipmentbusinessIBM應(yīng)當(dāng)參與電話(huà)設(shè)備業(yè)務(wù)的競(jìng)爭(zhēng)Lifesciencesinvestmentwillbedoublednextyear

生命科學(xué)投資明年將成倍增長(zhǎng)AmessageconveysasingleideAnon-messageisanincompletesentence,alabeloraquestion

非要意——是一個(gè)不完整的句子、或是一個(gè)標(biāo)題或問(wèn)題Non-messages非要意Theblackcatwhichhaseateninthekitchen那只在廚房里吃東西的黑貓TheprosandconsofsettingupanofficeinBeijing

在北京設(shè)立辦事處的利弊FivekeysuccessfactorsofwinningbusinessinRussia在俄羅斯成功贏得業(yè)務(wù)的五個(gè)關(guān)鍵因素Whatarethemaincausesofslowgrowth?

低增長(zhǎng)的主要原因是什么？AnalysisofconsultingindustryinahighlycompetitivemarketsuchasChinainthelasttenyears

對(duì)市場(chǎng)競(jìng)爭(zhēng)激烈的中國(guó)咨詢(xún)產(chǎn)業(yè)過(guò)去10年的分析ThestoryofaChinesebusinessmanwhohasanexcellentvision

一個(gè)有見(jiàn)地的中國(guó)商人的故事Minimisationofwastefromtheproductionline

生產(chǎn)線浪費(fèi)的極小化Anon-messageisanincompleteSowhat?什么？“Evolutionofcomputersalesfrom1991to1996”1991-1996年計(jì)算機(jī)銷(xiāo)售的演變“Computersaleshavealmosttripledbetween1991and1996”1991到1996，計(jì)算機(jī)銷(xiāo)售增長(zhǎng)了兩倍Why?How?為什么？如何？Arouseinterest引起興趣Savetime省時(shí)Avoidambiguity避免模糊Amessagebenefitsthereader

信息要意有益于讀者Sowhat?“EvolutionofcomputerWidgetproductionisveryeasyItdoesnotrequireanMBAdegree...andalackofworkexperienceisnobigdealsoevenafoolcanmakewidgets...andrealmenthriveonchallenge

Realmenenjoytacklingtoughprojects...andarefarfrombeingrisk-aversesorealmenarefoundinchallengingjobs...sowidgetsarenottherealman’sthingWidgetproductiontechnologywillsoonbeobsolete...becauseproducingwidgetsisnotachallengingjob...andtheworldisfullofrealmenExampleRealmenAdocumentwithanideaorkeymessageismoreinterestingWidgetproductionisveryeasy小工具的生產(chǎn)很容易不需要MBA文憑…缺乏工作經(jīng)驗(yàn)不是大問(wèn)題因此甚至一個(gè)傻瓜都可以生產(chǎn)小工具真正的男人樂(lè)于挑戰(zhàn)真正的男人喜歡對(duì)付艱苦的項(xiàng)目決不厭惡風(fēng)險(xiǎn)因此真正的男人出現(xiàn)在充滿(mǎn)挑戰(zhàn)的工作崗位上...因此小工具不是真正的男人的事業(yè)

小工具的生產(chǎn)技術(shù)很快會(huì)過(guò)時(shí)...因?yàn)樯a(chǎn)小工具不是一個(gè)充滿(mǎn)挑戰(zhàn)的工作

...世界充滿(mǎn)了真正的男人例子真正的男人內(nèi)含一個(gè)想法或關(guān)鍵要意的文件更加引人注目小工具的生產(chǎn)很容易例子真正的男人內(nèi)含一個(gè)想法或關(guān)鍵要意的文件PurchasealargeBritishLeylandFranchiseWillgrowfasterthantheindustryWillhavepositivefinancialimpactWillbeeasytoabsorbLargemarketshareLittleretailcompe-titionLowcostGrowingsalesRisingprofitsSeparatebusinessSamemanagersSimplecontrolprocessesWhy?Why?Why?Why?Thepyramidstructureestablishesaquestion/answerdialoguePurchasealargeBritishLeyla購(gòu)買(mǎi)英國(guó)大型特許經(jīng)營(yíng)企業(yè)萊蘭可以比行業(yè)成長(zhǎng)得更快將帶來(lái)正面的財(cái)務(wù)效應(yīng)容易吸納巨大市場(chǎng)份額面臨很少的零售競(jìng)爭(zhēng)低成本增長(zhǎng)的銷(xiāo)售額提高的利潤(rùn)獨(dú)立的業(yè)務(wù)相同的經(jīng)理簡(jiǎn)單的控制流程Why?Why?Why?Why?金字塔結(jié)構(gòu)建立一個(gè)問(wèn)題-答案的對(duì)話(huà)購(gòu)買(mǎi)英國(guó)大型可以比行業(yè)將帶來(lái)正面的容易吸納巨大市場(chǎng)面臨很少的Micro-computerswilldrasticallychangethejobsofmanagersManagerscannolongerbecomputer-illiterateManagerswillusemicro-computersforproblemsolvingManagerswillrequirenewapproachinmanagingpeopleMoreandmoremicro-computerswillbeusedtoreceive,process,storeandsendinformationJob-seekersandemployeesareincreasinglybettertrainedincomputerapplicationsManagerswillhavetoacquireknowledgeincomputersSoftwarepackagesallowdataanalysisTheresultismorealternativesareexploredmorethoroughly...andmanagerswillbecomefasterinrespondingtochangesWideusageofmicro-computersresultsinnewjobdesign...anditgeneratessomenewproblemslikedatasecurity,lesshumancommunicationManagerswillneedtoadjusttheirleadershipstylesExampleLevelA B C Exampleofpyramid...hierarchyofideasMicro-computerswilldrastical電腦將徹底改變經(jīng)理們的工作經(jīng)理們不能再當(dāng)電腦盲經(jīng)理們可以使用電腦解決問(wèn)題經(jīng)理們?cè)谌说墓芾砩闲枰碌姆椒ㄔ絹?lái)越多的電腦被用于接收、處理、存儲(chǔ)、發(fā)送信息求職者和公司雇員在計(jì)算機(jī)應(yīng)用上接受了越來(lái)越多的培訓(xùn)經(jīng)理們不得不獲取計(jì)算機(jī)知識(shí)軟件包可以進(jìn)行數(shù)據(jù)分析結(jié)果是更多的備選方案被更徹底的發(fā)掘出來(lái)...經(jīng)理們對(duì)變化反應(yīng)更迅捷電腦的廣泛使用導(dǎo)致了新的工作設(shè)計(jì)…它也產(chǎn)生了新的問(wèn)題，比如數(shù)據(jù)安全，人際溝通減少經(jīng)理們需要調(diào)整領(lǐng)導(dǎo)方式例子層級(jí)A B C 金字塔實(shí)例...思想的層級(jí)結(jié)構(gòu)電腦將徹底改變經(jīng)理們的工作經(jīng)理們不能再當(dāng)電腦盲經(jīng)理們可以使用Orchestratingtheprogress…tokeeptheprojectundercontrol編織流程…保持對(duì)項(xiàng)目的有效控制Collectingrelevantdata…toaddressspecificquestionsandtesthypotheses搜集相關(guān)信息…突出特殊問(wèn)題，并驗(yàn)證假設(shè)Storyboard情節(jié)要覽Storylinedefinestheinformationsearchandlinkstheideastogether

陳述提綱規(guī)定信息搜集的內(nèi)容，并將各種思想聯(lián)系起來(lái)Orchestratingtheprogress…tXYZCompany:linkingfindings,conclusionsandrecommendationsBackgroundinformation:XYZCompanyisinvolvedintheproductdevelopment,manufacturing,marketing&sales,distributionandafter-dalesserviceoftelecommunicationequipmentObjectiveoftheconsultingassignmentistoimprovetheprofitabilityofthecompanyYouarerequiredto:GrouprelatedfindingstogetherDrawconclusionsfromeachgroupoffindingsFormulaterecommendationsbasedontheconclusionsXYZCompany:linkingfindings,XYZ公司：將研究發(fā)現(xiàn)、結(jié)論和咨詢(xún)建議聯(lián)系起來(lái)背景信息：XYZ公司從事通訊設(shè)備的產(chǎn)品開(kāi)發(fā)、制造、市場(chǎng)&銷(xiāo)售、分銷(xiāo)和售后服務(wù)咨詢(xún)?nèi)蝿?wù)的目標(biāo)是提高公司的盈利

要求你:將相關(guān)的研究成果歸類(lèi)從每一類(lèi)研究成果中提煉出相應(yīng)的結(jié)論在此基礎(chǔ)上準(zhǔn)確的表述咨詢(xún)建議XYZ公司：將研究發(fā)現(xiàn)、結(jié)論和咨詢(xún)建議聯(lián)系起來(lái)背景信息：FindingsF1.ProfitmarginsvarywidelybyproductlineF2.ProcessstandardtimeisoutdatedandprocesscostdatalackingF3.AverageproductlifeisonlythreeyearsincurrentmarketF4.TargetprofitsarebasedstrictlyonpartyearperformanceF5.ProductdevelopmenthasbeenrecognisedastrulyinnovativeF6.ProductcostsaregenerallyaboveindustryaverageF7.Rawmaterialc