The
role of
the consultant
is not
only vital
for the
success
of a project
but also
in the
development
of a customer
relationship
and in
helping
to secure
further
business
and business
opportunities.
This intensive
3-day
course
will provide
attendees
with a
high level
of understanding
and experience
in consultancy
and intervention
skills.
Through
case study,
the attendees
take the
role of
an external
consultant
facing
the business
and ICT
issues/decisions
that they
will deal
with in
the 'real
world'.
Who
Should
Attend?
The
course
is intended
for ICT
professionals
moving
into a
customer-facing
role.
The course
will also
be of
benefit
to people
working
in a non-ICT
arena.
Course
Content
Case
Study
-
Overview -
Company
Objectives
Consultancy
Fundamentals
-
Overview -
The
Role
-
Consultancy
Objectives
-
Setting
expectations
-
Processes
-
Efficiency
and
Effectiveness
-
Model
for
Change
-
Model
for
Interventions
Current
Situation
-
Appraisal -
Technology
infrastructure
-
Business
systems
-
Staff
competence
and
skills
-
Interactions
with
Customers
-
Interactions
with
Suppliers
-
Cost
associated
with
current
processes
(lost
opportunities,
administration,
etc.)
Future
Options
-
Analysis -
Technology
infrastructure
-
Business
systems
-
Staff
competence
and
skills
-
Interactions
with
Customers
-
Interactions
with
Suppliers
-
Cost
associated
with
current
processes
(lost
opportunities,
administration,
etc.)
The
Change
Formulae -
Requirements
for
change
Consultancy
Techniques
&
Style
(1) -
Client
relationships
(P/A/C)
-
Outcomes
-
Agreeing
scope
-
Principles
of
Process
Improvement
-
Business
definitions
-
Waste
inefficiencies
-
ICT
relevance
and
examples
-
Assignment
Objectives
Scoping
Interventions -
Agreeing
the
'ins/outs'
-
Growing
and
controlling
Information
Gathering
(1) -
Interviews
-
Information
Gathering
Workshops
-
Questioning
approaches
-
Listening
skills
Information
Gathering
(2) -
Process
Mapping
-
Data
Flow
Diagrams
-
Critique
Analysis -
Critique
and
Review
of
current
operations
-
Identification
of
cost
associated
-
with
current
situation
Problem
Solving -
Basic
problem
solving
techniques
including:
-
Cause
and
Effect
-
Brainstorming
The
Business
Case -
Building
the
'Business
Case'
-
-
A
case
for
change
Commitment -
Agreeing
the
actions
-
Ensuring
ownership
-
Managing
the
change
process
Closure -
Closing
the
assignment
-
Evaluation
-
Reviewing
the
benefits
-
Realigning
the
changes
Consultancy
Techniques
&
Style
(2) -
The
role
of
facilitation
-
Handling
difficult
people
and
managing
conflict
-
Classic
'signals'
-
Soft
skills
