1, contact the customer
Customer sources can be roughly divided into three types: admiration, third-party introduction, and recommendation by consulting institutions. No matter how customers come, consulting institutions should treat customers with a positive attitude and arrange negotiations with customers as soon as possible. When consulting institutions make initial contact with customers, they should send a senior consultant or person in charge with rich knowledge and experience to contact with the person in charge of the customer, and try to let the customer talk more about some urgent problems, his personal views on the problems and what the consultant should do to understand the customer's requirements and intentions, weigh the acceptance ability and judge the acceptance conditions. After preliminary consultation, if the entrusting party really has the willingness to cooperate, the consulting agency may ask the entrusting party to provide the Registration Form for Entrusting Enterprise Management Consulting and the outline of the basic investigation of the enterprise, and discuss the preparation and time of the preliminary investigation.
The main contents of the Registration Form for Entrustment of Enterprise Management Consulting are the scale, nature, number of registered personnel, main problems and consulting topics entrusted to solve, and estimated consulting period. The basic information of the enterprise mainly includes the general situation of the enterprise, products, production and sales, the current organization chart, the number and classification of employees, the balance sheet, income statement, product manufacturing cost statement and other materials in recent 3-5 years.
2. Conduct a preliminary investigation.
(1) Determine the consulting topic. After receiving the consulting power of attorney from the customer, the consulting organization only proves that the customer confirms that it needs consulting, but whether the consulting topic is appropriate or not sometimes needs to pass the preliminary investigation, because there is no guarantee that the customer's feelings and description of the problem are correct. Therefore, before the project is formally determined, the consulting organization needs to conduct an independent problem investigation according to the current situation of enterprise management in order to obtain complete and fair information and find out the main and key problems of management. Finally, * * * is the same as the confirmation subject. Therefore, it is necessary to conduct a preliminary investigation. At this time, the consulting organization needs to select experienced professionals to form a research group, conduct a preliminary investigation and analysis on the current situation of enterprise management, form an overall concept, classify and queue various key issues existing in enterprise management according to the principles of urgency, feasibility and effectiveness, form a unified understanding of consulting topics internally first, then exchange opinions with the customer leaders, and unify the understanding of key issues and consulting topics between the two sides, and finally determine the formal consulting topics.
Obviously, the purpose of the preliminary investigation is not to propose measures to solve the problem, but to determine and plan the consulting task or project, so as to pave the way for the final solution of the problem. (2) provide advice. Generally speaking, when the two sides confirm the consulting topic, the consulting research group should form a written document of the basic conclusions of the preliminary investigation. This is the first important document submitted to the customer for approval and decision-making, which describes the proposed tasks in detail. The technical quality of the proposal will leave a deep impression on customers, and writing a convincing proposal is the key to the success or failure of the consultation. The main contents of the consultation proposal:
* Preliminary analysis of the consulting background and operating conditions of the client unit.
* The main problems existing in the operation and management of client units.
* The content of the determined consultation theme and the goals achieved.
* Steps, methods and timing of consulting projects.
* Background introduction of project consulting members. Including position, professional title, consulting experience, and the role played in the project.
* Preliminary estimate of consulting cost.
(3) Sign a formal consulting contract. After the customer confirms the consultation proposal, both parties can further negotiate and sign a formal consultation contract. The purpose of signing the contract is to make the cooperation between the two parties have a clear positioning and protect the interests of both parties. But also mutual understanding and respect. Main contents of the contract:
* Both parties to the contract (name of consulting organization and customer)
* The scope and requirements of the entrusted tasks.
:: Work results and reports
:: Obligations and responsibilities of both parties
* Consulting fees and payment methods
* The consulting fee includes contents.
:: Termination and amendment
:: Arbitration (rights and procedures for handling disputes)
:: Time limit for submission of advisory reports
After the formal consultation contract is signed, the consultation proposal is valid as a copy of the contract. According to the contract payment method, the entrusting unit should prepay part of the consulting project start-up fee. 3. Preparations before formal consultations
After the consulting contract comes into effect, both consulting institutions and client units should make good preparations before entering the factory.
(1) prepared by the consulting organization.
* Set up an advisory team. In order to complete the consulting task, the consulting organization should select project members, and define the project leader (when there are more than two projects), the project leader and its members. In principle, people who have participated in the research group should be members of the research group.
After the establishment of the consulting research group, the team leader should organize the first preparatory meeting of the consulting members, and the team leader should introduce the basic situation of the customers, the key points, requirements and matters needing attention of this topic; The members of the research group introduce their own experiences, their best consulting fields or topics, key clients and roles they have consulted in the past, so as to give full play to their specialties in the new task division; The person in charge of the project should preach the investigation plan and division of labor of the project, and the plan should include the investigation content, purpose, method, object, time, responsible person, etc.
* Design employee opinion questionnaire. It is necessary to listen to the opinions and suggestions of employees, so as to deeply understand the evaluation of employees on the production and operation of enterprises, or to find out the advantages and disadvantages in enterprise management, especially in strategic issues, marketing issues, human resources and incentives, production and quality issues. At this time, before entering the factory, we should design an employee opinion questionnaire. The content of the questionnaire is simple and clear, and it can't be ambiguous, which allows respondents to make positive choices and is also conducive to statistical analysis.
(2) Preparation of the client unit
Choose a liaison to participate in the consulting activities. The liaison should be familiar with the overall production, operation and management of the enterprise and have a certain prestige in the enterprise. He is responsible for coordinating the contact between the consulting group and the enterprise expert management department, providing the historical information of the enterprise needed by the consulting group, preparing the office conditions for the consulting group to enter, inviting the interviewees to consult, participating in the whole consulting process, reporting the progress of the consulting activities to the enterprise leaders in time, and giving play to the communication role between the consulting group and the enterprise.
3. Formal consultations
After getting ready, the project consulting team can officially enter the client unit. On the basis of the previous investigation, we conduct an in-depth investigation around the consulting topic, find out the details of the problem and the relationship between various factors, analyze the reasons for the output of the problem, and explore ways to solve the problem. Formal consultation is divided into three stages: in-depth investigation, cause analysis and drawing up improvement plan.
(1) In-depth investigation stage. Any consulting work should be based on facts, and concepts should not be formed by subjective assumptions or empirical estimates. Every enterprise has its own unique management style and corporate culture, and different enterprises have different ways to deal with the same problem. Therefore, it is necessary to investigate the history, present situation, standards, management mode, internal conditions and external environment related to the project in order to provide enough valuable information for the next stage of analysis. Collecting information is the most laborious work of management consulting and the most important basic work of consulting. It can be said that the key to the success of all consultations lies in the in-depth investigation of the facts.
The sources of survey data include resolutions, documents, financial reports and statistical statements formed by various meeting minutes, on-site observation records, relevant original vouchers and account books, information obtained from employee questionnaires and interviews, etc. The data provided by customers should be audited and checked, and the data should be authentic.
(2) Cause analysis stage. Analysis is a process of sorting, summarizing, classifying, judging and reasoning all kinds of data obtained. The basic procedure of analyzing a problem is to understand the problem, define the problem and verify the reason, which is an objective analysis procedure that must be followed. Through this program, you can help the consultant master the analysis process and tell him what information he should have and what information he lacks in order to complete the task, and then further investigate and collect the required information. Therefore, before the analysis, we must check the nature, source and reliability of the data, get rid of the rough and the fine, get rid of the false and keep the true, and eliminate the untrue data. The analysis work should track the business situation of the enterprise, find out the real cause of the problem, and judge the nature of the problem according to the facts. Through quantitative and qualitative analysis, we can find out the causal relationship and internal relationship of the problem from the management and find out the root of the problem from the concept system or mechanism. Although the consultation stages intersect with each other, it is difficult to completely separate them, but the gradual work is conducive to the organization and clear thinking of the consultation work. It is forbidden to put forward suggestions for improvement in a hurry when the problems and causes have not been accurately recognized and defined and the information is not enough to explain the facts. (3) Put forward the improvement plan.
It is an important work in the final stage of the negotiation process to design the scheme according to the causes and root causes of the problems. Improving the quality of the scheme not only affects the actual effect of consulting work, but also affects the credibility of consulting institutions. Therefore, when designing consulting improvement schemes, we must form multiple schemes on the basis of cause analysis and after full discussion and demonstration by all the staff of the consulting research group, and then compare them according to their advancement, feasibility, efficiency and operability, and finally form a satisfactory scheme.
When designing a seminar on consulting improvement scheme, relevant personnel of the client unit shall be invited to participate. On the one hand, the research group will communicate with them about the investigation, analyze the conclusions and improve ideas, and listen to their opinions extensively, which can avoid one-sidedness and make the understanding and analysis conclusions more accurate; On the other hand, they can put forward better opinions and suggestions, enrich the content of the improvement plan, make the improvement plan more practical and conducive to the implementation of the plan. Therefore, any good improvement suggestion is the crystallization of the work of the consulting group and customers. After the satisfactory suggestions are formed, they can be fully reported to the leaders of the customer units (pre-released), listened to opinions, revised and improved, and confirmed.
After the consultation report is formally formed, it is generally necessary to organize a topic presentation meeting, which will be negotiated between the participants and the entrusting unit. The report meeting is a propaganda meeting to promote enterprise reform and a mobilization meeting to implement the plan. At this point, it can be considered that the task of this consulting project has been completed. If the client needs to ask the consulting organization for help when implementing the scheme, the consulting organization should be duty-bound to undertake the task of helping the implementation.
4. Implement the consulting program.
The client unit is the main body of the implementation plan, and the consultant who has participated in the formal consultation and is recommended by the client unit constitutes the plan implementation team. The main task of the consultant is to assist the client unit to draw up a specific implementation plan; Training according to the program content; Give specific help and guidance in the implementation process; When there are deviations from the plan or problems with the scheme, it can be adjusted and revised in time. After the client can undertake all his work independently, the consultant can leave in time.
After the plan is basically implemented, before the consultant leaves, relevant personnel shall be organized to inspect and summarize the implementation of the plan. The summary report consists of three parts. First, summarize the whole consultation process; The second is to evaluate the implementation effect; The third is how to consolidate the achievements and the measures to be taken in the future. At this time, the whole consultation task is over. It is worth mentioning here that even if the client company has the ability to implement the plan by itself, as a consulting organization, it should always pay attention to the implementation of the customer and pay a return visit to the customer regularly or irregularly to understand the implementation results, thus deepening the relationship between them.