Move Off the Solution - No Guessing Flashcards
Client Statement: “We’d like to develop an interactive purchasing function for our (paper) manufacturing buyers.”
Consultant Response:
Clarify: “Sounds like a smart move. Just so I don’t assume more than I should, how does your organization use the term “interactive?”
“Great. And when you say ‘purchasing function,’ what are you throwing in that bucket?”
“Excellent. Tell me more specifically about what you envision.”
Client Statement: “We’d like to develop a comprehensive succession planning program. Have you done this type of work for other organizations?”
Consultant Response:
Clarify: “We have. And we’ve found that each company defines and uses succession plans in different ways. What does this term mean to you in this context?”
“Quite likely. Describe a bit more about your meaning of ‘comprehensive succession planning program.’”
Client Statement: “We’re interested in automating our (industrial metals) sales and distribution processes. Is an off-the-shelf SAP system the right way to go?”
Consultant Response:
Clarify: “Possibly. ‘Let’s make sure we’re on the same page. How does your organization think about and use the term “SAP system?”
“Let’s explore that question together. You mentioned you’re interested in automating. Help me understand what that means in light of what you’re trying to achieve.”
“Hmm. Before I answer that, it seems that the cope of sales and distribution processes vary from company to company. Just so I’m not guessing, what elements does your organization include under that umbrella?”
Client Statement: “We’d like to make some back-office enhancements or possibly outsource. Can you give us a description of the services you offer in this area?”
Consultant Response:
Clarify: “I’d be happy to. Before I dive into the details, could you help me understand what comes to mind when you say ‘back-office enhancements?’”
“Certainly. Just so I make my comments relevant, do you mind if I ask some questions? (Sure.) Outsourcing is one of those terms that can mean a lot of different things. What were you thinking of in this situation?”
Client Statement: “Our (chemicals) division has an ERP system in place. Can you help us draw better value out of that system?”
Consultant Response:
Clarify: “Well, help me answer your question. In this situation, to ‘draw better value out” would mean…?”
Client Statement: “We are prepared to migrate to a new eCommerce solution. Can you tell me about some of your experience doing that?”
Consultant Response:
Clarify: “I’d be happy to. As you probably know, each company seems to have its own definition to eCommerce. Can you outline what this term means in your organization?”
“Our experience is quite extensive in this area, and I’d be happy to share some examples. Let’s step back a moment though. In this situation, ‘migrate’ means…”
“Certainly. Just so I share relevant information, in what ways are you hoping this solution will be ‘new?’”
Client Statement: “How can we make HR information more accessible to employees and their managers?”
Consultant Response:
Clarify “Good question. Let me ask you this. When you say you want to make information ‘more accessible,” what does that mean to you in this context?”
“I’d be happy to share my thoughts with you. Just to clarify, what do you include in the term ‘HR information?’”
Client Statement “We’re interested in outsourcing our accounting and billing function to better serve our (natural gas) customers. We know you handle IT functions. Do you also provide services in this area?”
Consultant Response:
Clarify: “We have helped many other organizations with similar requests. And it seems everyone we can help has a different idea of what the term ‘outsourcing’ means. Can you briefly outline your definition?”
“We do. Just so I’m no guessing, can you describe everything you are including in the term ‘accounting and billing function?’”
“Yes, we offer a number of services in this area. Out of curiosity, when you say you want to ‘better serve’ your customers, what specifically does that mean in this context?”
Client Statement: “We need a new ERP system and are unsure whether we can use an off-the-shelf solution. We have many unique needs here.”
Consultant Response:
Clarify: “Okay. Before we talk about off-the-shelf solutions, ERP can cover the entire organization or just encompass a set of specific modules. What did you have in mind?”
“All right. Before I offer a recommendation, would you help me understand how your organization expects to use the ERP system?”
Client Statement: “We are interested in optimizing our field technology. We’d like to hear what you offer in the area of field force enablement. We want to keep our current core systems.”
Consultant Response:
Clarify: “We’d be happy to share some high-level ideas with you. Frist, I want to make sure we are on the same page with the term ‘field force enablement.’ What does that mean to you given what you’re trying to achieve?”
“We have some exciting services in this area that we can review. Before we do that, could you help me get a better feel for what you mean when you say you’re interested in ‘optimizing’ your field technology?”
Client Statement: “We’re interested in building a business systems capability to optimize our (oil products) supply chain. What should our first steps be to make this happen?”
Consultant Response:
Clarify: “We can outline some steps you could consider. Let’s step back a moment though. When you say you want to build a ‘business systems capability,’ what does that mean to you in this context?”
“This conversation can be one of your first steps. Let’s make sure we are on the same page. In this situation, when you say ‘optimize’ your supply chain, you mean…?”
Client Statement: “We’d like to move toward database marketing, targeted marketing, or one-to-one marketing for our large (chemicals) customers. Is that something we could explore with you?”
Consultant Response:
Clarify: “Certainly. Of course, everyone has a different perception of what (database, targeted, or one-to-one marketing) is all about. Could you share with me how you use the term internally?”
“We’d be happy to discuss that with you. Just so we’re all on the same page, when you say (database, targeted or one-to-one marketing), you mean…?”
Client Statement: “We want a comprehensive review of how we manage our (oil) supply chain. We have to improve productivity at each point in the process while retaining flexibility in meeting our customers’ needs.”
Consultant Response:
Clarify: “Supply chain management is one of our core competencies. And our experience indicates that every company has something different in mind when they talk about supply chain. Would you start me out with what you have in mind?”
“Okay. Just do I’m not guessing, when you say you want to ‘improve productivity,’ what that means in this situation?”
“Good, I think we can help. First, describe what you mean when you say you want to ‘retain flexibility?’”
“We have conducted a lot of reviews in this area, and everyone seems to be targeting something a little different. Help me understand more clearly what a ‘comprehensive review’ would look like to you?”
Client Statement: “Our whole review system is pretty cumbersome. Is there any way we can streamline the process a bit and help employees become more accountable without it costing an arm and a leg?”
Consultant Response:
Clarify: “Possibly. Just so I’m not guessing, tell me more about what you mean by (review system, cumbersome, streamline, more accountable, arm and a leg)?”
Client Statement: “We’re interested in outsourcing a range of business processes, from finance to HR to accounting, so we can focus on our core (forest products) business.”
Consultant Response:
Clarify: “You have a lot of choices in the area of outsourcing. The term ‘outsourcing’ itself has evolved and taken on a new meaning in the marketplace. Perhaps it would help if we could first review how you are defining ‘outsourcing’ in this situation.”
