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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 1. Involve the client* in discussion and collaboration on solution development. • • • 2. Use good project management techniques in implementing solutions • Observable Behaviors Supporting Goals Using good problem solving techniques Involving client in brainstorming sessions Asking for client’s opinions and recommendations Following basic project management actions of plan, implement, monitor, and report Using Prepare, Open, Understand, Determine Solution, Sustain Suggested Measurements to Confirm Goal Attainment • Client more involved in solution development • Client more satisfied that the solution fits their needs Action Plan

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3. Put the Business Consulting Interaction Cycle to work over all

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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