Managing Professional Service Delivery: 9 Rules for Success

 Content: Creating Your Niche in the Market What Drives Your Work? Foundational Decisions Shaping Strategic Success Two Strategic Planning Models Elements in Defining a Strategic Direction Sample Professional Service Strategic Plan Tips for Sole Proprietors and Small Firms Wrap-Up Endnotes  Developing a Culture of Internal Discipline and Control Internal Discipline and Control Defined Why Is IDC Important? IDC-Three Dimensions Organizational Culture and Resistance to Change Establishing an IDC Philosophy and Culture Documenting and Communicating the IDC Methodology Organizing and Staffing for IDC Setting Up the Supporting Tools and Technology Walk the Talk (or Practice What You Preach) Tips for Sole Proprietors and Small Firms Endnotes  Selling the Engagement Defining Services to Be Delivered Identifying and Contacting Potential Clients Responding to a Proposal Opportunity Closing the Sale Entering into a Contract What to Do if Your Proposal Isn't Accepted Tips for Sole Proprietors and Small Firms Endnotes  Setting Up the Engagement The Engagement Team Initial Meeting with the Client The Engagement Control Process Engagement Control System Engagement Documentation (Work Papers) Engagement Guide Detailed Work Plan, Schedule, and Budget Resource Loading the Engagement Risk Mitigation Strategy and Plan Communications Strategy and Plan Conducting Further Research Developing a List of Engagement Orientation Interviews Preparation of an Introductory Letter Getting Organized to Show Up Tips for Sole Proprietors and Small Firms Endnote  Adapting the Engagement Plan to the Real World Internal versus External Client Cultural Accommodation The New Paradigm: Rapid Change and Rapid Deployment Tips for Sole Proprietors and Small Firms Wrap-Up  Conducting the Engagement Pre-Kickoff Activities Engagement Kickoff Meeting Engagement Management and Supervision Engagement Control Process Deliverable Preparation and Presentation Tips for Sole Proprietors and Small Firms Wrap-Up  Closing the Engagement Final Deliverables Final Billing and Collection Final Review of the Engagement with the Client Wrapping Up Engagement Documents and Files Independent Evaluation of the Engagement Tips for Sole Proprietors and Small Firms  Applying the 9 Rules 9 Rules for Success Case Study 8.1 Case Study 8.2 Wrap-Up Endnotes  Appendix A: Proposal Preparation Pre-Proposal Assessment Proposal Preparation Proposal Presentation Post-Proposal Follow-Up Post-Decision Review Sample Proposal Outlines for Legal and Consulting Services  Appendix B: Deliverable Preparation Guide Types of Reports Preparing the Technical Report Internal Discipline and Control Considerations
 Abstract:             ''A step-by-step guide, this book describes in detail how to achieve the internal discipline and control necessary to manage professional service engagements and long-terms success in the professional services industry. The authors draw on their many years of experience in the management field to layout procedures, tools, and techniques that address each step of the life cycle of an engagement - from definition of the services to be delivered, to evaluation of the results with the client. The book provides real life examples and case studies from a variety of professional services organizations''--
''Preface: The 9 Rules for Success Our goal for this book is to help you understand engagement-tested methods for success at every step in delivering a professional service. Large professional service firms have the resources to develop practice guides for their staff members; however, sole proprietors and small to medium sized firms typically do not. We hope this book guides you - starting with the 9 Rules - through the maze of delivering your professional service. For those of you who are unable to exhibit internal discipline and control (see Rule 2, below), we provide the 9 Rules for Success up front, where you can find them easily. We also indicate in which chapter(s) each of the 9 Rules is discussed, should you wish to explore further. Following are the 9 Rules: 1. Clearly define your market niche (industry or industries, geographical coverage, client size, and list of services) to create a unique and powerful offering to potential clients. [Chapter 2] 2. Develop and implement a system and culture of internal discipline and control, to ensure consistency of service, efficiency of operation, and quality and reliability of deliverables. Then train, mentor, and monitor personnel regarding engagement management policies and procedures. [Chapter 3] 3. Establish and enforce engagement documentation standards, including those for proposals, progress reports, and deliverables. [Chapters 3, 4, 5, 7, and 8] 4. Practice what you preach regarding internal culture, policies, procedures, and standards. [Chapter 3] 5. Prepare complete and definitive service proposals, contracts, and engagement work plans that evaluate and accommodate engagement risks for both the provider and the client, so the client knows what can be expected in terms of scope, work plan,''