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Managing Professional Service Delivery Barry M. Mundt (The Strategy Facilitation Group, Asheville, NC, USA)

Managing Professional Service Delivery By Barry M. Mundt (The Strategy Facilitation Group, Asheville, NC, USA)

Managing Professional Service Delivery by Barry M. Mundt (The Strategy Facilitation Group, Asheville, NC, USA)


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Managing Professional Service Delivery Summary

Managing Professional Service Delivery: 9 Rules for Success by Barry M. Mundt (The Strategy Facilitation Group, Asheville, NC, USA)

Although the nature of service delivery varies significantly from profession to profession, the way the service is delivered tends to be fairly consistent among professions-or, at least, it should be. A step-by-step guide, Managing Professional Service Delivery-9 Rules for Success describes in detail how to achieve the internal discipline and control necessary to manage professional service engagements and long-term success in the professional services industry. It details engagement-tested methods for success at every step in delivering a professional service and includes real-life examples from a number of professional service organizations.

Here's What You Get:

  • The steps for how to develop your niche in the marketplace
  • A structure for how to manage professional service delivery, from start to finish
  • Tips on how to set up an environment and develop a culture that will result in superior service delivery-such that the delivery process incorporates rigorous internal discipline and control
  • Discussion of rapid implementation and deployment concepts that can be attained without compromising internal discipline and control
  • Examples of documentation standards for professional service proposals and deliverables (reports)
  • Discussion of application of the 9 Rules for Success in two engagements conducted by the authors

The authors draw on their many years of experience in the field of management science to lay out 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. They take a back-to-basics approach that can be used in any size organization, from a sole practitioner to a firm of up to 75 practitioners and support staff as well as larger firms that also may be experiencing sustainability issues with their process improvement initiatives. The book guides you-starting with the 9 Rules-through the maze of obstacles in delivering your professional service.

Managing Professional Service Delivery Reviews

The authors are the foremost authorities in the subject area with vast experience in developing strategies for effectively designing and managing diversified professional groups to achieve the highest value to owners and shareholders of organizations. If you want to develop, manage, and be very successful with your professional group, then this book is a must.
-Gavriel Salvendy, Purdue University, West Lafayette, Indiana, USA


... this book has potentially broad applicability for professional services delivery in many fields, including accounting, architecture, information technology, and management consulting. It would also be an appropriate book for people seeking entry-level consulting jobs, to familiarize themselves with the professional services environment, or for the independent consultant who is starting to manage his or her own engagements.
Dr. Nicole Radziwill in ASQ: Quality Management Journal, October 2014

About Barry M. Mundt (The Strategy Facilitation Group, Asheville, NC, USA)

BARRY MUNDT Barry earned a bachelor of science degree in industrial engineering from Stanford University and a master of business administration degree from Santa Clara University. He began his professional career in the aerospace industry, first with Aerojet General Corp. and then with Lockheed Missiles and Space Company. He joined a consulting arm of C-E-I-R, Inc. (a large computer service firm) in 1961, which was headed by three of his former Stanford professors. Barry has been a consultant to private- and public-sector organizations since that time. In 1965, Barry was asked to join the management consulting department of what was then known as Peat, Marwick, Mitchell & Co. (PMM), a global public accounting, tax advisory, and management consulting partnership. He was appointed partner in 1973. When Peat Marwick International merged with Klynveld Main Goerdeler in 1987 to form KPMG LLP, Barry assumed the role of international management consulting coordinating partner in Amsterdam, the Netherlands. Barry was assigned to the firm's Department of Professional Practice for the two years prior to his retirement. During that time, he took the lead in preparing KPMG's Performance Improvement Consulting Services Manual. When Barry retired from KPMG in 1995, after thirty years of service, he set up his own management consulting practice, specializing in services to professional service firms. In that capacity, he has written KPMG's Global Management Consulting and Advisory Services Engagement Conduct Guides and participated in the preparation of Adjusters International's suite of Disaster Recovery Consulting Operational Guides, which includes an Engagement Conduct Guide. Barry is a fellow, life member, and past president of the Institute of Industrial Engineers. He is a member of the board of directors of Adjusters International, Inc., a nationwide group of public insurance adjusters and disaster recovery consultants. FRANK SMITH Frank earned a bachelor of science degree in education from the University of Connecticut and a master of science degree in management from Rensselaer Polytechnic Institute. He began his professional career teaching in the Pomperaug Regional School District #15 in Connecticut. He later went on to work in several high-technology, aerospace, and defense companies in line management positions. In 1987, he joined Peat, Marwick, Mitchell & Co. (which soon became KPMG), where he served in the Technology and Operations group of KPMG Management Consulting. Frank left KPMG in 1992 as a senior manager and set up his own management consulting practice. His services focus on delivery of performance improvements to professional service, health care, and manufacturing organizations. STEVE EGAN Steve earned a bachelor of arts degree in history and government from Norwich University and a master of arts degree in government from American University in Washington, DC. Steve's first job was as a research assistant for the Governor's Crime Commission in Vermont, followed by eight years as a management and budget analyst in the finance department of Fulton County, Georgia, where he also served as an internal management consultant at times. In 1981 Steve joined PMM's government consulting practice and, in 1987, moved to David M. Griffith and Associates. In 1992 he formed ECA Strategies, a sole proprietorship focused on management and financial services to state and local governments. Since 1995, ECA Strategies has been affiliated with the Mercer Group, Inc., a national public-sector consulting firm specializing in strategic and functional business planning, management and organizational improvement, human resource management, and executive recruitment. In thirty-two years of consulting, Steve has conducted more than 160 planning, management, operations, and financial studies and is a nationally known expert in strategic and functional business planning, service delivery alternatives, and organizational development. He is also known for his work in management and organizational improvement for public works, utilities, parks and recreation, planning and community development, and public safety operations. From 2002 to 2005 he served as the interim Public Services and Water Director for the City of Highland Park, Michigan, which at the time was a fiscally distressed city run by an emergency financial manager appointed by the State of Michigan.

Table of Contents

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

Additional information

CIN1439851425G
9781439851425
1439851425
Managing Professional Service Delivery: 9 Rules for Success by Barry M. Mundt (The Strategy Facilitation Group, Asheville, NC, USA)
Used - Good
Hardback
Taylor & Francis Inc
20140612
167
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - Managing Professional Service Delivery