Business Consulting: Consulting Implementation

Manager Discussion Guide

Objectives

Consulting Implementation is the eighth and last learning event in the first quarter of the
online version of business consulting. Participants review key techniques for the fourth
and fifth steps of Business Consulting: Determine Solution and Sustain. The course
covers collaborative solution finding with the client*, CI problem solving, collaboration,
handling client concerns, and action planning along with the basics of project
management to sustain the relationship.

The result of this learning is the ability to work collaboratively with the client in finding
and implementing solutions.

Your Expectations

As the participant’s manager, consider the following suggestions:

• Discuss opportunities to more deeply involve the client in solution finding through
collaborative efforts.
• Emphasize good project management skills and techniques in implementing
solutions.
• Review the entire Business Consulting Interaction Cycle – Prepare, Open,
Understand, Determine Solution, and Sustain – with the participant and set some
plans for using it regularly with clients.

Discussion Points

1. Proactive consulting allows us to be much more collaborative with our clients

than if we’re reactive with them. How do you plan to involve the clients in
collaborative discussion of solutions?

2. In the Sustain phase, a key skill is project management. How do you plan to
improve your project management skills?

3. Let’s go back over the Business Consulting Interaction Cycle. Show me some of
the changes you’re making to implement your learning as you work with your
client.

* Client may be an internal client of the department or an external client of Convergys.

Revised 7/12/2006
Action Plan

Use the table below as a guide to create and formalize an action plan with your employee. Writing down and agreeing to
an action plan with your employee is a critical part of ensuring knowledge gained in this training is successfully and
meaningfully transitioned back to the workplace. Make sure that your action plan lists specific, relevant details on
responsibilities, timing and deadlines, project planning, etc. THE FOLLOWING ARE ONLY SUGGESTIONS FOR YOUR 
DISCUSSION AND NOT MEANT TO BE AN ALL INCLUSIVE ACTION PLAN.

Development Goal Observable Behaviors Suggested Measurements to Action Plan

Supporting Goals
1. Involve the client* in • Using good problem
discussion and solving techniques
collaboration on solution • Involving client in
development. brainstorming sessions
• Asking for client’s opinions
and recommendations
2. Use good project • Following basic project
management techniques management actions of
in implementing solutions plan, implement, monitor,
and report
3. Put the Business • Using Prepare, Open,
Consulting Interaction Understand, Determine
Cycle to work over all Solution, Sustain
Confirm Goal Attainment
• Client more involved in
solution development
• Client more satisfied that
the solution fits their needs
• Timely implementations
• Client more involved in
positive aspects of
implementations
• Better client relationships
• Much better relationships
with clients

* Client may be an internal client of the department or an external client of Convergys.

Revised 7/12/2006