SUBJECT INDEX

Accession to EU 602

Accounting firms 34, 36, 273, 632–633, 671–672

management advisory services 34, 45

Accounting, in consulting 747–749, 775

Acquisitions

see Mergers and acquisitions

Action learning 110, 397, 569

Action planning, in consulting 23, 213–228

Action research 59

Advertising, in consulting

see Marketing of consulting

Alliances

see Networking

Application service provider (ASP) 285, 351, 571

Arbitration 862

Assignment management 24–25, 161–171, 248–254, 703–722

controlling costs 717 controlling progress 711–721 evaluation 248–254 preparatory measures 708–710 strategy 167–171

structuring and scheduling 703–707

Association of consultants

list with addresses 845–850 roles 140–143

Attitude survey 196–197

Attribute listing 219 Audit

conflict of interest 133–137, 671–672 forensic 56

of human resources 383–386

of marketing, in consulting 673–674 relationship to consulting 34, 36, 55–56,

135, 671–672

Bad debts

see Uncollectable accounts

Benchmarking 451–454, 482, 569, 741–742

Benefits to client 139, 168–169, 649, 694–695 evaluation of 249–250, 255–256

Big Eight, Big Six and Big Five (accounting firms) 34, 36, 632

Billing clients 692–695, 699–701

Bookkeeping, in consulting 747–749, 775

Brainstorming 218

Branding, in consulting 39, 656–659

Breakthrough thinking 14, 182, 220–221

Business clinic 570

development services 561–562 incubators 572

methods, patenting of 869 model 347–348, 616–620 process re–engineering (BPR)

see Re–engineering

Capital

human 612, 616 intellectual 421–422

investment analysis 312–314 working 305–306

Career, in consulting 781–791

Case, in consulting

see Assignment management study method 812, 875–888

Causal analysis 202

Certification, of consultants 143–145, 821

Change, and consulting 16, 19, 22, 85–112, 124, 493–503, 593

agent 16, 96, 97, 431 environmental 86

in people 87–91

management 16, 19, 96, 370, 493–503 objections 90–91, 100–101 organizational 19, 41, 86, 542 participative 93–95

resistance 90–91, 100–101, 493–495, 542 structural arrangements 103–107

support for 98–101 techniques 103–111, 370

Chargeable services 682

Choosing consultants 374–375, 651–653, 837–844 in IT 293

in public sector 594–599 Client

base, in consulting 630–631, 677–678 categories 66

consultant–client relationship 6–8, 61–83, 610

expectations and roles 61–64, 157, 170, 651–652

in public sector 513–517 interests 121

psychology 61–63, 157, 178, 550, 651–652 system 64–66

ten commandments 837–844 training 20, 234–236

Coaching 20, 80–83, 109, 817

Code of conduct (ethics) 142

Cold contacts 667

Collaboration with other consultants see Networking

Collecting fees 699–701

Collective bargaining, consulting in 402–403

Commercial enterprises, consulting in 337–338

Commissions, paid in consulting 138

Commoditization, of consulting 28, 38, 752

Company, in consulting

see Legal forms of business

Company transformation, consulting in 272, 491–521

Comparison 162, 205, 741–742

Compensation

in client organizations 389–393 of consultants 792–797

of partners 793–794

Competition, in consulting 34, 35–39, 54–55, 615, 641–642

Competitive advantage (edge) of client 266–268

of consultant 624–625

Computers

see Information technology

Confidentiality 17, 137, 337, 860

Conflict

management of 101–103

of interest 133–137, 671–672

Confrontation 102, 108

Consultancy

see Consulting

Consultant

behavioural roles 70–76

competency 129–130, 132–133, 140–143, 781–787, 800–805

engineering 56 external 50–53 generalist 43–45 internal 10, 50–53, 598 sectoral 42

selection

see Choosing consultants sole practitioner

see Sole (single) practitioner specialist 43–45, 293

ways of using 16–20

Consulting

and training 15, 20, 56–57

as business activity 9, 615–629, 640–643 as professional activity 3, 609–614,

620–629, 830–832 definitions 3, 26 engineers 56

general characteristics 3–30 history 31–38

modes 56–64

purpose 10–16, 182–183

style 39, 61–83, 251–252, 264–265, 365 trends 26–29, 33–39, 823–833

Consulting firms management of 485–662

mergers and acquisitions 36, 634–635 organization of 763–778

types of 45–50, 292–294, 597–599, 637–638

Consulting methodology

detailed description 61–112, 153–257 for assisting change 85–112

roles of consultant and client 61–66 Consulting process 21–25

detailed description of phases 153–257

Consulting services intangibility 609, 648

non–traditional suppliers 49, 286–287, 292–294

overview 16–20, 27–49 quality

see Quality of consulting range 16–20, 27–49

Contacts, initial with client 154–159

Contract, in consulting 25, 174–178, 596–597, 857–862

letter of agreement 176 standard 163, 857–862 terms of 176, 857–862 verbal agreement 175 written 177

Copyright 865–867

Corporate

citizenship, consulting in

see Social responsibility of business governance 278–280, 768

strategy, consulting in 41, 261–272, 345–352, 537–544

Subject index

Corporation, in consulting 765–766

Costing of assignment

see Assignment management

Costs in consulting see Fee setting

Counselling 20, 80–81, 109

entrepreneurs 559–560

Creative thinking 217–221

Cross–selling 37, 56, 671–672

Culture and consulting 113–128, 757–758 and change 84, 124–125

corporate 119–121, 276–278, 442 levels 1115–121

national 115 organizational 97, 119–121 professional 117, 607–614

Customer capital 610

relationship management (CRM) 284, 334, 354, 677–679, 777

value added 444

Data 187–208, 417–418 analysis 198–208

gathering techniques 190–198 sources 190–198

synthesis 207

Decision making 227, 274 in public sector 590–593

Development, of consultants 142, 799–822, 832

body of knowledge 802–805 further training 815–821 initial training 805–811

Diagnosis, in consulting 18, 22, 179–211 diagnostic studies 263–264

feedback on 208–210 preliminary 159–166

Directories, of consultants 664–665, 854

Distribution

see Marketing

Documentation

see Knowledge management

Downsizing 506–507, 633

Management consulting

e–business, consulting in 37–38, 46, 341–360, 570–572, 603

bricks–and–clicks 342–357 bricks–and–mortar 342–357 dot.coms 342, 358–360

intellectual property rights 870–872 e–government 341, 603–604

Employee benefits, consulting in 47, 392 Engagement, in consulting

see Assignment management

Enterprise resource planning (ERP) 284, 371 Entrepreneur 554, 559–562, 569, 575–586 Entrepreneurship, in consulting 618–620 Entry, in consulting 22, 153–178, 670

Ethics

in marketing of consulting 138, 649–652 of business client 139, 537

professional 29, 130, 131–142, 692–694, 830–832

Evaluation

of alternatives 223–225

of assignment results 248–254, 721, 842 of benefits to client 249–250

of consulting process 251–252 of proposal by client 173

Excellence, organizational 10, 254–256 in consulting 620–622

Executive search 42, 387–388 Expenses

billable (reimbursable) 697 of consultants 720

Experiments 106

Expert opinion 18

Extension services 561

Fact–finding 187–192

Facts

see Data

Fads, in management 629 Family enterprises 560–561 Fee

for assignment 695–699 rate 46, 685–687 subsidized 686

Fee setting 681–701 contingency fee 689–690 equity participation 690

fair policy 139, 681, 692–694 fee–earning days 683–684 fee/salary ratio 685

flat (lump–sum) fee 688–689 methods 687–692 percentage fee 691–692

per unit of time 687 retainer 692

value billing 694–698 Feedback

as change technique 108, 883–885

to client during diagnosis 182, 208–210 Financial

appraisal 275–277

control, in consulting 737–749 ratio analysis 276, 741–744

Financial management, consulting in 299–325, 353, 359

accounting systems 303, 315–317 budgetary control 315–317

capital investment analysis 312–314 capital structure 306–308 cross–border operations 319–325 foreign–exchange exposure 319–321 hedging 322–324

inflation 317–319 working capital 305

Financial statement, of consulting firm 748–749

Follow–up of assignment 254

Force–field analysis 204

Foreign subsidiary, in consulting 773–774 Free client services 682–683

General management, consulting in 32–33, 261–281

Government, consulting for 587–604 Groups

for problem identification 165

in small business consulting 569–570 in informal sector 583–584

Head–hunting

see Executive search

Hot–line service 569

Human resource development, consulting in 7, 393–399 career development 395 performance appraisal 396

Human resource management

consulting in 42, 356–357, 359, 378–380, 381–414

audit of 383–386

in consulting firm 611–612, 715, 732, 758, 781–797

job evaluation 392–393 labour–management relations 399–407 motivation 389–390

outsourcing 413 planning 386–387 policies 383–386

recruitment and selection 387–389 remuneration 390–393

trends 407–413

Image of consultant 42, 599, 636–638, 687

Impartiality 136

Implementation, in consulting 23, 227–229, 244, 636–638, 687, 841–842 consultant’s role 230–231

guidelines 236–244 monitoring 232–236, 842

Incubator

see Business incubators

Independence of consultant 7–8, 51

Industrial engineering 32 design 867 relations

see Labour–management relations

Informal sector, consulting for 575–586

Information 418

for preliminary diagnosis 163–165 gathering, in consulting 187–198 on clients 174, 677–678

on consulting 851–856

Subject index

relationship to consulting 4, 17, 77 special client service 17, 663

Information technology (IT)

consulting in 7, 18, 27, 29, 36, 40, 46, 56, 283–298, 353, 358, 570–572, 603–604

in consulting firms 758–759, 775–777 in government 603–604

providers 292–294

Innovation

in client organization 271 innovators 96

Insourcing 509–511

Institute, of consultants

see Association of consultants

Insurance, of consultant 148

Intellectual

capital 421–422 property 863–873

Interest, conflict of

see Conflict of interest

Internal consultants 35, 50–53, 598

Intervention techniques

for assisting change 103–112

Interviewing 194–196, 385

Invitation to submit proposals 171–173, 595–596, 669–670

ISO 9000 series 483–486, 724, 733–736

Internet 341–360, 656, 776–777, 824 and intellectual property 870–872 research 360

Joint venture 511–512

Just in time 372

Kaizen 365, 446, 451

Knowledge 415–421

common body 133, 140, 802–805 economy 415–417

of consultant 132–133, 140, 802–805 sharing 4, 67–68, 77, 754, 759–760 transfer 4, 67–68

Knowledge management consulting in 415–435, 441

in consulting 611, 751–761, 817

Management consulting

Labour–management relations, consulting in 399–407

Lateral thinking 219

Leadership

in client organization 96, 277–278, 538 in consulting organization 614

Leads 594, 654

Learning

from clients 5, 639–640 in consulting 5, 15

organization (company) 110, 397–399 Legal forms of business, in consulting 763–767

corporation 765–766 partnership 764–765

sole proprietorship 763–764

Lehman formula 691

Letter of agreement 176–177

Leverage 616, 633

Liability, legal of consultant 145–149, 176, 860–861

Licensing, of consultants 145

Logo, of consultant 666

Management consultant see Consultant

Management information system 274, 283–298

Management school

consulting services of 48, 56, 598

Management of consulting firm 607–833 assignment management 703–722 costs and fees 681–701 fundamentals 607–622

IT support 775–777

marketing of services 624–626, 647–679 operational and financial control 737–749 organizing firms 763–778

quality management 723–736 strategy 623–645

Management survey

see Preliminary problem diagnosis

public relations 339–340 retailing 331

sales management 333, 354 strategy 328–333

Marketing, of consulting 615, 624–626, 647–679

advertising 654–656 organization 674–675 planning 675–677 principles 648–650 techniques 652–673, 676 to existing clients 670–673 to public sector 594–596

Matrix management 771–773

Meetings

as change technique 105

for assignment control 210, 252 for data gathering 195

for presenting proposals 173, 225–227 initial with client 154–159

Mergers and acquisitions 41, 309–312, 350–351, 512–514

in consulting sector 36–37, 512–514

Micro–enterprise

see Informal sector

Mode, of consulting see Consulting style

Name, of consultant 666

Networking 49, 350–351, 514–515, 634–635,

766–767

Newsletter, of consultant 660

Non–traditional suppliers of

consulting 27, 49, 292–294, 582–586

Notification of assignment 718–719

Market for consulting services 35–39, 640–643, 824–830

Marketing, consulting in 327–340, 359 advertising 334, 544

Observing 164, 192

Office facilities

of consulting firm 777–778 of sole practitioner 778

Operating budget 738 ratios

see Ratio analysis work plan 737

Operations, consulting in 361–380 energy savings 377

group work 379–380 inventory management 372 logistics 374–375 maintenance 376–377

performance standards 362–363, 376–377 product 366–370

process 365, 370–378 quality

see Quality

Option

see Share option

Organization(al) development (OD) 7, 70–73, 107, 357, 395

Organization, of consulting firm 763–778 for international operations 773–774 for marketing 674–675

office and administration 774–778

Outsourcing 28, 43, 291, 351–352, 413,

509–511, 570, 775–777

Participation of client xvii, 61–83, 93–95, 163

Partner 764–765

compensation 793–797

Partnership 764–765

Patents 868–870

of business methods 869

Performance improvement

see Productivity improvement

Performance monitoring 741–747 ratios

see Ratio analysis

Personal characteristics, of consultant 781–784

Personnel management

see Human resource management

Pilot project 106

Positioning

see Strategy of consulting firm

Subject index

Practice management

see Management of consulting firms

Preliminary problem diagnosis 159–171

Privatization 517–519, 600, 602

Problem

characteristics 12–15, 182–186 identification 12–15, 52, 63, 159–171, 838 in–depth diagnosis 179–187

ownership 13, 67, 184 preliminary diagnosis 159–171 solving 12–15, 110, 507

Process consulting 70–76, 264–265, 365 case history 877–888

training in 813

Production management see Operations

Productivity

concepts 438–443 factors 438–443

improvement, consulting for 31–32, 363, 437–461

in consulting 616–618 measurement 443–445 programmes 370, 454–458 strategies 445–454

tools and techniques 458–461 Profession 53–56, 129–131, 830–832

management of 607–622 Professional

approach 77, 131–140, 609–614, 648–650, 830–832

association 140–143 business 615–622 code 142

culture 117, 607–614 ethics 29, 130, 131–142 image (reputation)

see Image of consultant integrity 77, 131–140 responsibility 149

service automation (PSA) 777 standards 130, 131–140, 142, 149,

611–612, 622, 830–832

Professionalism, in consulting 129–150, 621–622, 624, 830–832

Management consulting

Profit,

in consulting 9, 615–622, 624 model 616–618, 744–746

Project, in consulting

see Assignment management

Proposal to client 171–174, 225–227

Public

administration 587–604 enterprise 517–519, 600, 602 sector 587–604

Purpose, of consulting 3–16, 180, 623–624, 838–839

focus purpose 13, 182, 186 of assignment 169, 180

Qualities, of consultant

see Personal characteristics Quality

assurance 477 awards 474 certification 484–485

management, consulting in 363, 493–490 of information systems 291–292

pitfalls 487–488 principles 470–474 total (TQM) 463–490

Quality, of consulting 149, 622, 723–736 assurance 727–733

certification 733–735 management 723–736

Questionnaire 192

Rainmaker 675, 796

Ratio analysis 202, 207, 304, 741–747

Recruitment of consultants 784–787

Re–engineering 273, 365, 507–509, 600,

629

Referrals 654

Registered mark 867–868

Repeat business 631

Report, in consulting

diagnostic (proposal) 171–174 final 24, 255–257

internal 174, 257

on assignment progress 210, 225–227, 717–721

principles of writing 889–894

Rescue consulting see Turnaround

Research in consulting 4–5, 57–59, 360, 629–630

Resource consultant 70–76

Responsibility of consultant 145–149

Restructuring

of consulting industry 26–29, 35–39 of public agencies 601

Retainer 25, 254

fee 567

Revitalization 365, 491–521

Selecting consultants

see Choosing consultants

Self–development 821–820, 832–833

Self–diagnosis by client 166

by consultant 638–643, 820, 832

Service mark 867–868

Share option 302, 690, 794–796

Size of consulting organization 27, 33, 36–37, 47, 632–634

Small business, consulting in 547–573 environment and policy 562–567 extension services 561–562 family enterprises 560–561

IT 296–297, 570–572 start–up 559–560

Small consulting firm 37 compensation 794

knowledge management 760–761

Social benefits

see Employee benefits

development, consulting in 125, 593, 664 responsibility of business, consulting in

280, 523–546

responsibility of consultant 139 role of company 523–546

Sole (single) practitioner 37, 47–48, 294 career development 792

costs and fees 685

involvement in implementation 231 marketing effort 676

office facilities 778 quality management 735

training and development 820–821 Sole proprietorship 763–764

Staff

management 611–614 turnover 612, 791–792

Staffing 633–634

of assignment 705–706

Standards

see Professional standards

Stock option

see Share option

Strategy, consulting in see Corporate strategy

Strategy of consulting firm 623–645 client base 630–631 competitive edge 642–625, 627 growth 632–635

international 34, 635–636 services and products 627–630

Structures and systems

consulting in 18, 272–275, 287–292 decision–making systems 266 management information systems 287–292 organization structure 275, 515–516

Style

of consulting

see Consulting style

of management 276– 278, 488

Synectics 218

Synthesis 207

Systems

see Structures and systems

Task force 105

Team building 107

Temporary groups 105

Tendering 166–167, 174, 595–597

Subject index

Termination, of assignment 24, 245–257, 722

Terms of contract see Contract

of reference 166

Time record in consulting 718

Top management, in consulting 608, 614, 768

Total quality management see Quality

Trade secret 865

Trademark 867–868

Training

as change technique 109 as marketing tool 661–663

client’s staff 20, 57, 234–236, 708 of consultants

see Development, of consultants relationship to consulting 17, 46

Transfer

of knowledge 4, 67–68

of management practices 123

Transformation of company

see Company transformation

Trust, in consulting 68–70

Trusted adviser 68–70

Turnaround 272, 503–505

Turnover

see Staff turnover

Uncollectable accounts 701

Using consultants

clients’ concerns 61–64, 156–158, 230–231, 549–551, 651–652

principles and guidelines 10–20, 292–294, 837–844

reasons 10–16 ways 16–20

Valuation 55, 309

of knowledge 421–422

Value

billing 694–695 chain 345–352 creation 301–302

knowledge–based 417–425