The Consultant's Scorecard, Second Edition:

Whether yours is a small one-person hop or a large mega-consulting powerhouse, the revised edition ofThe Consultant's Scorecardhelps you move past the same old promises and provide cold, hard proof of success--which you must offer if you want to compete in today's fiercely competitive and fast-growing consulting industry.Jack and Patti Phillips have fully updated their authoritative work to put you in the best possible position to sell your services to clients who demand proof of unmistakable financial value. On the flipside, this bookhelps clients determine the validity of prospectiveconsultants' promises and track progress after hiring.The Consultant's Scorecardoffers simple data collection techniques for measuring the value of a project in six key areas: Client satisfaction New knowledge and skills acquired by the client Successful project implementation Business unit impact Return on investment Intangible benefitsIn addition to enabling you to measure your contribution, this process provides a framework you can use to focus on results throughout the consulting intervention.The key concept in any consulting project today is "accountability." Senior managers are being held more and more accountable for the consulting fees they pay out--so they're requiring more accountability from consultants.The Consultant's Scorecardhelps both parties involved in the process form rocksolid measurements of the value of any project.PRAISE FOR THE PREVIOUS EDITION OF THE CONSULTANT'S SCORECARD:"Jack Phillips's unique approach to measuring the return on investment of consulting makesThe Consultant's Scorecarda must-read for anyone involved in the consulting process."-- Stephen R. Covey, author of the bestsellerThe 7 Habits of Highly Effective PeopleConsulting clients are demanding more and more assurance that the large fees they pay will bring measurable results to their organizations.The Consultant's Scorecardis the tool you need to create effective impact and ROI statements for every project proposal you submit. Consultants and ROI experts Jack and Patti Phillips show how to measure and report value,results, and impact to dramatically expand your business.The Consultant's Scorecardincludes: Examples of successful projects Important trends and timely issues Downloadable tools provided online Expansive self-assessment checklist Templates for easy use

Jack J. Phillips, Ph.D., provides consulting services for Fortune 500 companies and organizations in 44 countries. The author and editor of more than 50 books, he conducts workshops and presents conferences around the world. Phillips has received awards from several organizations, including Meeting News magazine, the Society for Human Resource Management, and the American Society for Training and Development.
Dr. Patti Phillips is president and CEO of the ROI Institute, Inc. She, too, consults with organizations around the globe and has conducted ROI impact studies on numerous types of programs, such as leadership development, sales, new hire orientation, and performance improvement. She is the author or coauthor of many articles and books, including Show Me the Money, The Value of Learning, and The Consultant's Guide to Results Driven-Business Proposals.

Acknowledgments	p. ix
Introduction	p. xi
Setting the Stage
The Need for Consulting Results from the Client Perspective	p. 3
Why Measure Results?	p. 3
Trouble in Paradise	p. 5
When Consultants Are Not Accountable	p. 11
Shifting Paradigms	p. 13
Needing a New Approach to Measure Impact	p. 15
How to Make Sure You Get Your Consultant Focused on Results	p. 17
Final Thoughts	p. 22
How Consultants Can Prove the Value of Their Work to Clients: What's in It for the Consultant?	p. 23
Why Measure ROI?	p. 24
The Dilemma of ROI Accountability	p. 26
What Is Causing This Concern for Accountability?	p. 27
Finally, a Feasible and Credible Approach	p. 30
The Framework: Evaluation Levels	p. 31
The ROI Process Model	p. 33
The Operating Standards: Guiding Principles	p. 41
Implementation of the Process	p. 41
Applications	p. 42
How Evaluation Data Can Be Used: Benefits of ROI for Consulting	p. 43
Application of the ROI Process: A Case Study	p. 45
Final Thoughts	p. 50
Initial Analysis and Planning: Key to a Successful ROI Evaluation	p. 51
Overall Project Goal	p. 51
Levels of Project Objectives	p. 52
How Is It All Connected? Linking Evaluation with Needs	p. 59
Planning for Measurement and Evaluation	p. 70
Final Thoughts	p. 75
Data Collection
Was It Useful and Did You Understand It?: Measuring Reaction and Learning	p. 79
Why Measure Reaction?	p. 79
Why Measure Learning?	p. 81
Sources of Data	p. 82
Topics for Reaction and Learning	p. 83
Timing of Data Collection	p. 83
Using Questionnaires and Surveys to Measure Reaction and Learning	p. 85
Using Interviews to Measure Reaction and Learning	p. 91
Using Focus Groups to Measure Reaction and Learning	p. 93
Measuring Learning with Tests	p. 95
Measuring Learning with Simulation	p. 95
Measuring Learning with Less Structured Activities	p. 96
Using Reaction and Learning Data	p. 97
Final Thoughts	p. 99
Measuring the Progress of Consulting Projects: Tracking Application and Impact	p. 101
Why Measure Application?	p. 101
Why Measure Business Impact?	p. 103
Data Collection Key Issues	p. 104
Using Questionnaires to Measure Application and Impact	p. 110
Using Interviews and Focus Groups	p. 117
Using Observation	p. 117
Using Action Plans	p. 120
Using Performance Contracts	p. 124
Monitoring Business Performance Data	p. 125
Selecting the Appropriate Method for Each Level	p. 127
Final Thoughts	p. 130
Analysis
Separating the Consulting Impact from Other Factors: How to Isolate the Effects of the Consulting Project	p. 133
Why Isolate the Effects of Consulting Projects?	p. 133
Preliminary Issues	p. 134
Use of Control Groups	p. 136
Analytical Approaches	p. 138
Estimates from Credible Sources	p. 142
Using the Techniques	p. 149
Final Thoughts	p. 150
How to Convert Business Measures to Monetary Values	p. 151
Why Convert Data to Monetary Values?	p. 151
The Five Key Steps to Convert Data to Money	p. 152
Standard Monetary Values	p. 154
When Standard Values Are Not Available	p. 160
When Conversion Should Not Be Pursued: The Intangible Benefits	p. 171
Selecting the Techniques and Finalizing the Values	p. 174
Final Thoughts	p. 177
Costs and ROI: Monitoring the Costs of Consulting and Calculating ROI	p. 179
The Importance of Costs and ROI	p. 179
Developing Costs	p. 180
Cost-Tracking Issues	p. 183
Major Cost Categories	p. 186
Basic ROI Issues	p. 190
ROI Measures	p. 191
BCR/ROI Case Application	p. 193
Other ROI Measures	p. 196
Benefits of the ROI Process	p. 198
Final Thoughts	p. 199
Reporting and Implementation
Reporting Results: How to Provide Feedback and Results to the Client	p. 203
Communicating Results: Key Issues	p. 203
Analyzing the Need for Communication	p. 206
Planning the Communication	p. 208
Selecting the Audience for Communications	p. 210
Developing the Information: The Impact Study	p. 213
Selecting the Communication Media	p. 218
Communicating the Information	p. 221
Analyzing Reactions to Communication	p. 226
Final Thoughts	p. 227
Making It Routine: Overcoming Resistance to Measuring ROI	p. 229
The Resistance	p. 229
The Approach to Overcoming Resistance	p. 230
Assessing the Climate	p. 232
Developing Roles and Responsibilities	p. 233
Establishing Goals and Plans	p. 236
Revising/Developing Policies and Guidelines	p. 239
Preparing the Consulting Staff	p. 239
Initiating ROI Projects	p. 241
Preparing the Management Team	p. 242
Removing Obstacles	p. 245
Monitoring Progress	p. 245
Final Thoughts	p. 245
Appendix: Do Your Consulting Projects Focus on Results?	p. 247
Notes	p. 253
Index	p. 255
Table of Contents provided by Ingram. All Rights Reserved.

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

FREE SHIPPING

Amazon no longer offers textbook rentals. We do!

The Consultant's Scorecard, Second Edition: Tracking ROI and Bottom-Line Impact of Consulting Projects

Summary

Author Biography

Table of Contents

Supplemental Materials