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Management consulting
Lecture 6 and 7
Managing knowledge and knowledge workers
Human capital
Social capital
Structural capital
NetworkCapital
Client Capital
OrganizationalCapital
Human capital
Social capital
Structural capital
NetworkCapital
Client Capital
OrganizationalCapital
IC
Staffing Development
Communication
Performance Management
Remuneration and Reward
Intellectual Capital
Products and services which have market value
Employee Knowledge Skills Experience
Human Capital
Human Capital – Intellectual Capital
Structure of Lecture 6 and 7
• Lecture 6– Level of analysis
• Organisational perspective– Framework for analysis
• Management of knowledge (reactor model)
• Lecture 7– Level of analysis
• Work process– Framework for analysis
• Identity model
• HRM issues across both lectures– Recruitment and selection of consultants– Promotion policies – ‘up-or-out’ principle– The boundaries of HRM practices
Human capital
Social capital
Structural capital
NetworkCapital
Client Capital
OrganizationalCapital
Objectives
• To understand the characteristics of the management consulting industry– History– Types of organisations– Types of consultancy activities
• Typology of human capital – According to the client interface process – Career structures within management consultancy– The role of consultants as knowledge brokers
• Typology of client capital– The consulting firm – client relationships
• The HRM practice focus:– Recruiting human capital– Managing across boundaries
Human capital
Social capital
Structural capital
NetworkCapital
Client Capital
OrganizationalCapital
History• Management as a unique field of study• Arthur D.Little (1890s)• McKinsey & Company
– First management and strategy consultancy– Founded by James McKinsey in 1926 (Chicago) – Hiring of bright young MBAs
• Rise of management consultancy after World War II– Development of tools for strategic management– Boston Consulting Group (1963), McKinsey&Co, Harvard Business
School– Bain&Co - focus on shareholder wealth
• Consulting within accountancy and technology firms– PwC and IBM
• Niche consultancy firms– Corporate social responsibiity
Types of firms in the industry
• Accountancy firms offering consultancy
• Large non-accounting consultancies
• Small specialist boutiques
• Gurus
• Independents
Types of Consultancy services
Strategy HR
Marketing
Change
Process and
Operations
Org design
Infotech
Management consulting
Major consultancies
• Bain & Company• Boston Consulting Group• Deloitte & Touche• Ernst & Young• A.T. Kearny• KPMG• Arthur D.Little• McKinsey & Co• Mercer• PriceWaterhouse Coopers
Different types of consulting services: a knowledge-based view
Bespoke
Expert economics
Person-to-person
IT enables personal
Build experience
Reward for knowledge creation and
sharing
McKinsey & Company
Productise
Reuse economics
People-to-documents
IT focus
Buy experience
Reward for contribution to document database
Ernst & Young
Competitive strategy
Economic model
KM strategy
Technology
HRM
Example
Typology of Human Capital
• The consultancy process
• Career structures
• Consultants as brokers of human capital – Boundary spanning
The consultancy process:Your experience
• Paired assignment• Identify a consultancy experience that you have
been part of.• Characterise the individual stages of the
consultancy process• Interview your partner and identify:
– Which skills were developed at each stage of the consultancy process
– Which other knowledge resources did you rely upon during this process
• Summarise your findings and be prepared to feed back to the group
The career structure
• Analysts
• Consultants
• Senior Consultants
• Business development managers
• Directors/Partners
The McKinsey Facilitator case
• Specific type of human capital
• Across boundaries
• How would you design the recruitment process to capture this human capital?
Components of a high performing culture
•IQ
•EQ
•SQ
• General business knowledge• Understanding of client context• Logical problem solving
• Creates environment of trust
• Manages group dynamics• High awareness of emotions• High self knowledge• Experience of own
transformational journey• Sense of vocation
Using external facilitators poses a challenge to many forms of intellectual capital flows
Clients Facilitators
Facilitator network: HC viewpoint
External pool of facilitators
Focal Practice Group
Regions
Other Practice Groups
Clients
Clients
Clients
ClientsFacilitators
within clients
External skill experts
External skill expertsExternal skill experts
HC boundary
Mindsets are often misunderstood and ignored
Needs – met and unmet
Thoughts and feelings
Values and beliefs
Be-haviour
A desire to change ends up like most New Year’s resolutions if root causes are not identified and addressed
•What we see and usually try to change
•What we cannot see, make assumptions about and often do not address
•Requires insight
•Requires a choice
•Requires practice
The first step in mindset change is a new level of personal understanding
The first step in mindset change is a new level of personal understanding
“You cannot solve a problem from the
same level of consciousness that created the problem
in the first place”
Albert Einstein
•Requires insight
•Requires a choice
•Requires practice
The McKinsey Facilitator case
• How would you design the recruitment process to capture this human capital?
Facilitator network: OC viewpoint
External pool of facilitators
Focal Practice Group
Regions
Other Practice Groups
Clients
Clients
Clients
Clients
Facilitators within clients
External skill experts
External skill experts
Recruitment & development processes
Client delivery processes
Positioning in the lecture
• Nature of the industry• Typology of human capital
– Consulting process– Career structure– Knowledge brokers
• Now we turn to the human-client capital interface– We take a closer look at how clients perceive
consultants?
IDEA SUBMISSION PROCESS
•Workshop room
•1. Group discussion on topic/idea
• Individual or group write up idea cover sheet and attach backup materials (others at table may start on another idea at this time if appropriate
4. Receive hexagon at idea table and write on idea no. and title
5. Stick hexagon on hexagon wall with similar ideas and rejoin group
– Video station helper puts idea no. stick on to idea coversheet and onto video cassette record sheet. Records idea title onto cassette record sheet
– Individual(s) write idea no. and idea title on directors board—hold up at start of recording
– Record 2–3 mins video
2. Individual(s) go outside to record 2–3 minute video to explain idea
•Patio
•Video station helper with stickers of idea number
In tray
Filing
3. Submit written materials at idea table
•Cassette record sheet
•Door to patio
•Wall
#1
The perception of Human Capital
• The ability to learn in practice
• Why smart people don’t learn
• The impact on organisational learning
• The impact on social capital
• The impact upon the client relationship– social construction of learning
The client-consultant relationship
• Human capital and its link to client capital• Dimensions for analysis
– Strength of ties• frequency
– Relational• trust
– Cognitive• Shared mental models
• Giving answers or shaping futures
The nature of relationshipsSocial capital (between facilitators)
Morphology Structural density X
Structural holes
Trust:Nature
Deep X
Resilient
Positional X Generalized
Social capital (between sponsors)
Morphology Structural density X
Trust:Nature
Deep ResilientX
Positional Dyadic GeneralizedX
Client-and-network capital (between internal and external facilitators)
Morphology X Structural holes
Trust:Nature
Deep X
Resilient
Positional Dyadic X
Generalized
Organisational capital:HRM process
Flexibility Mechanistic AdaptiveX
Client relationship process
Flexibility Mechanistic AdaptiveX
Facilitator network: SC & CNC viewpoint
External pool of facilitators
Focal Practice Group
Regions
Other Practice Groups
Clients
Clients
Clients
ClientsFacilitators
within clients
External skill experts
External skill expertsExternal skill experts
Dense: Deep and
dyadic trust
Structural holes: resilient and
generalised trust
Structural holes:
Deep and dyadic trust
Dense:
Resilient and dyadic trust
Books about management consulting
• Flawless Consulting, Peter Block, ISBN 0-7879-4803-9 • Guerrilla Marketing for Consulting, Jay Conrad Levinson and
Michael W. McLaughlin, ISBN 0-471-61873-X • Managing at the Speed of Change, Daryl Conner,
ISBN 0-471-97494-3 • Managing the Professional Services Firm, David Maister, ISBN 0-
7432-3156-2 • The Professional Services Firm Bible, John Baschab, ISBN 0-471-
66048-5 • Managing Transitions, William Bridges, ISBN 1-85788-341-1 • Management Consulting: A Guide to the Profession, Milan Kubr
(ed.), ISBN 92-2-109519-3 • The World's Newest Profession: Management Consulting in the
Twentieth Century, Christopher D. McKenna, ISBN 0-521-81039-6