DIAGNOSIS

Содержание

• FOREWORD
• Plan of the book
• ABBREVIATIONS AND ACRONYMS
• 1.1What is consulting?
• 1.3How are consultants used? Ten principal ways
• 1.5Evolving concepts and scope of management consulting
• THE CONSULTING INDUSTRY
• 2.1A historical perspective
• 2.2The current consulting scene
• 2.3Range of services provided
• 2.4Generalist and specialist services
• 2.6Internal consultants
• 2.7Management consulting and other professions
• 2.8Management consulting, training and research
• 3.1Defining expectations and roles
• 3.2The client and the consultant systems
• 3.4Behavioural roles of the consultant
• 3.5Further refinement of the role concept
• 3.6Methods of influencing the client system
• 3.7Counselling and coaching as tools of consulting
• CONSULTING AND CHANGE
• 4.1Understanding the nature of change
• 4.3Gaining support for change
• 4.4Managing conflict
• 4.5Structural arrangements and interventions for assisting change
• CONSULTING AND CULTURE
• 5.1Understanding and respecting culture
• 5.2Levels of culture
• 5.3Facing culture in consulting assignments
• 6.2The professional approach
• 6.3Professional associations and codes of conduct
• 6.4Certification and licensing
• 6.5Legal liability and professional responsibility
• ENTRY
• 7.1Initial contacts
• 7.2Preliminary problem diagnosis
• 7.3Terms of reference
• 7.5Proposal to the client4
• 7.6The consulting contract
• DIAGNOSIS
• 8.1Conceptual framework of diagnosis
• 8.2Diagnosing purposes and problems
• 8.3Defining necessary facts
• 8.4Sources and ways of obtaining facts
• 8.5Data analysis
• 8.6Feedback to the client
• ACTION PLANNING
• 9.1Searching for possible solutions
• 9.2Developing and evaluating alternatives
• 9.3Presenting action proposals to the client
• IMPLEMENTATION
• 10.3 Training and developing client staff
• 10.4Some tactical guidelines for introducing changes in work methods
• 10.5 Maintenance and control of the new practice
• 11.1 Time for withdrawal
• 11.3 Follow-up
• 12.1Nature and scope of consulting in corporate strategy and general management
• 12.2 Corporate strategy
• 12.3 Processes, systems and structures
• 12.4 Corporate culture and management style
• 13.1 The developing role of information technology
• 13.3An overall model of information systems consulting
• 13.4 Quality of information systems
• 13.5 The providers of IT consulting services
• 13.6 Managing an IT consulting project
• 14.1 Creating value
• 14.3 Working capital and liquidity management
• 14.5 Mergers and acquisitions
• 14.7 Accounting systems and budgetary control
• 15.1 The marketing strategy level
• 15.2 Marketing operations
• 15.3 Consulting in commercial enterprises
• CONSULTING IN E-BUSINESS
• 16.1 The scope of e-business consulting
• 16.4 Dot.com organizations
• 17.1 Developing an operations strategy
• 17.2 The product perspective
• 17.3 The process perspective
• 17.4 The human aspects of operations
• 18.2 Policies, practices and the human resource audit
• 18.3 Human resource planning
• 18.6 Human resource development
• 18.7 Labour–management relations
• 18.8 New areas and issues
• 19.1 Managing in the knowledge economy
• 19.2 Knowledge-based value creation
• 19.3 Developing a knowledge organization
• 20.1Shifts in productivity concepts, factors and conditions
• 20.2 Productivity and performance measurement
• 20.4Designing and implementing productivity and performance improvement programmes
• 20.5Tools and techniques for productivity improvement
• 21.1 Understanding TQM
• 21.3 Principles and building-blocks of TQM
• 21.6 ISO 9000 as a vehicle to TQM
• 21.7 Pitfalls and problems of TQM
• 22.1 What is organizational transformation?
• 22.2 Preparing for transformation
• 22.3 Strategies and processes of transformation
• 22.4 Company turnarounds
• 22.5 Downsizing
• 22.8 Joint ventures for transformation
• 22.10 Networking arrangements
• 22.14 Pitfalls and errors to avoid in transformation
• 23.1 The social dimension of business
• 23.2 Current concepts and trends
• 23.3 Consulting services
• 23.5Consulting in specific functions and areas of business
• 24.1 Characteristics of small enterprises
• 24.4 Areas of special concern
• 24.6 Innovations in small-business consulting
• 25.1 What is different about micro-enterprises?
• 25.3 The special skills of micro-enterprise consultants
• 26.1 The evolving role of government
• 26.5 Some current challenges
• 27.1 The management challenge of the professions
• 27.2 Managing a professional service
• 27.3 Managing a professional business
• 27.4Achieving excellence professionally and in business
• 28.2 The scope of client services
• 28.3 The client base
• 28.5 Going international
• 28.6 Profile and image of the firm
• 28.7 Strategic management in practice
• 29.1 The marketing approach in consulting
• 29.2 A client’s perspective
• 29.3 Techniques for marketing the consulting firm
• 29.4Techniques for marketing consulting assignments
• 29.5 Marketing to existing clients
• 29.6 Managing the marketing process
• COSTS AND FEES
• 30.1 Income-generating activities
• 30.2 Costing chargeable services
• 30.5 Fair play in fee-setting and billing
• 30.8 Billing clients and collecting fees
• ASSIGNMENT MANAGEMENT
• 31.1 Structuring and scheduling an assignment
• 31.2 Preparing for an assignment
• 31.3 Managing assignment execution
• 31.4 Controlling costs and budgets
• 31.5 Assignment records and reports
• 31.6 Closing an assignment
• 32.1 What is quality management in consulting?
• Box 32.2 Responsibility for quality
• 32.2Key elements of a quality assurance programme
• 32.3 Quality certification
• 33.1 Operating workplan and budget
• 33.2 Performance monitoring
• 33.3 Bookkeeping and accounting
• 34.1Drivers for knowledge management in consulting
• 34.4 Sharing knowledge with clients
• 35.1 Legal forms of business
• 35.2 Management and operations structure
• 35.3 IT support and outsourcing
• 36.1 Personal characteristics of consultants
• 36.2 Recruitment and selection
• 36.3 Career development
• 36.4 Compensation policies and practices
• 37.1 What should consultants learn?
• 37.3 Training methods
• 37.4Further training and development of consultants
• 37.6 Learning options available to sole practitioners
• PREPARING FOR THE FUTURE
• 38.1 Your market
• 38.2 Your profession
• TERMS OF A CONSULTING CONTRACT
• CONSULTING AND INTELLECTUAL PROPERTY
• WRITING REPORTS
• SUBJECT INDEX