Consulting Services & Skills

Like ‘Analysis’, ‘Consulting’ is a term used with widely different connotations in modern business conversations. Like analysis, consulting is also a term that gets you thinking once you start trying to define it. I found it invaluable to spend some time unraveling “Consulting” and figuring out how to be a successful, respected consultant.

Fig. 1. Consulting Services

See also: what-is-consulting-definition

“The purpose of consulting is to help people solve problems and move from their current state to their desired state, which they may not be able to do by themselves as effectively, or as efficiently” – Krishna Deva

This paper discusses introductory answers to four questions:

1. 1. What does providing Consulting Services mean?
   2. When are Consulting Services required?
   3. What does it take to provide Consulting Services?
   4. Which are the Distinctive Skills for Consultants?

1. What does providing Consulting Services mean?

There are many views on what consultants do and what services they provide. I thought it would be important to begin from the demand side, to understand what providing consulting services means to the customer. After all, that is the raison d’etre for consultants, and it should be the context in which everything else about consulting services gets defined.

In trying to understand what consulting services could mean for the customer, we need to consider the results – the deliverables and the outcomes – that the customer gets. The ‘how’ of consulting is also a component of what consulting services mean, but not from the customer’s point of view. That is more important for the consulting provider to know and be good at. More of the ‘how’ in later sections.

Let’s begin our exploration of consulting services by understanding the expected deliverables and outcomes of providing consulting services.

1. Deliverables of Consulting

The core of the deliverables from a consultant is usually a Report. The report typically begins with an “Executive Summary”, and contains the “Objectives of the Assignment” for which the consulting was undertaken, the “Facts and Data” that were considered, the established and credible “Bodies of Knowledge” that the consultant used, and the “Recommendations” of the ‘solution’ or ‘answer’ to the customer’s problem, or question.

Report

1. 1. 1. Executive Summary
      2. Objectives of the Assignment
      3. Facts, Data & Studies
      4. Analysis (with ref to established bodies of knowledge)
      5. Recommendations

The thinking and analyses done by the consultant is inherent in the recommendations, and we can say that the report is a result of the consultant’s thinking. Typically, the detailed analyses and logic applied is not elaborated in the report unless the solution is heavily research oriented, or if it is complex and difficult to comprehend.

I have also seen many reports of consulting assignments where the Consultant was expected to validate and coherently re-present the analysis and solutioning done by the customer. In such cases the Consultant is ‘used’ as a credible third-party offering recommendations on which the insiders want a stamp of external, neutral approval.

In every case, it is an expectation that the recommendations, if followed, will lead to the outcomes desired, and will not create any new or bigger problems than might already be there. If anything, the recommendations are expected to reduce current problems by leveraging on as many synergistic opportunities as possible.

Typically, the Report is not only submitted but also presented by the consultant so that all implications of the contents are grasped completely, and any follow-up questions are addressed responsively and coherently.

The deliverables can be summarized in one line as follows:

“A Report including the Investigation, Learning, Research, Analysis and Experience-based Advice that Solves the Customer’s target problem/opportunity.”

2. Outcomes of Consulting

The primary outcome for the customer has to be their success, once they implement the recommendations. Without this expectation of success being met, the customer would never value the consulting exercise.

Another important outcome of consulting is the reputation it creates for the consultant. For a consultant, their reputation is critical to build up, because their credibility is important for the recommendations to be accepted, as well as for growth in their engagements. For a consultant, the two important elements in their reputation are respect for their caliber, and appreciation for what they are able to bring as outcomes.

The two outcomes from any successful consulting engagement are:

1. 1. 1. Success for the Customer
      2. Respect and Appreciation for the Consultant

2. When are Consulting Services required?

These are the four situations in which consulting services are sought by customers:

• • When the Customer doesn’t know what the solution is
  • When the Customer doesn’t know what the problem is
  • When the Customer doesn’t know how to implement the solution
  • A combination of the above conditions, in any proportion

It may be natural to jump to the conclusion that consultants provide solutions, but the truth of the matter is that consultants often need to be called upon when the problem itself is not known or identifiable. For instance, a client organization might be suffering dropping productivity for the last two years, and a few initiatives may have been tried out by the management but did not help.

This would be a good point to bring in a consultant with more/diverse experience in resolving productivity issues. The consultant would be able to assess and analyze the realities within and around the organization to put together and propose solution options to the management.

Consultants with implementation experience are also sought out when the solution may have been identified and even detailed out to some extent to give the client confidence that it will work, but they may lack the capacity and capability to manage the execution/implementation. A consultant in this case would be a good temporary addition to their workforce to see through the solution to its effective implementation.

In general, consulting services are called upon in a wide variety of situations. Consultants may be sought out for any of the following types of solutions, and more:

Designing solutions to problems
Identifying the problem(s)
Competition analysis

Formulating strategy
Implementing new technology
Managing functions

And others…

3. What does it take to provide Consulting Services?

Consulting services typically follow the lifecycle outlined below. The sequence of stages/steps may be somewhat iterative depending on the situation and the ease/difficulty in accomplishing each stage, but the stages are all necessary to go through for the consultant.

The lifecycle of consulting can be visualized like the Greek symbol for ‘sigma’ (see Fig. 2 below). Starting at the point where the arrow points, follow the shape clockwise through the stages a, b, c, d, and e. The description of each stage is in the paragraphs that follow the figure.

Fig.2: Sigma of Consulting

a. Understanding the Problem from the Customer’s point of view

Consulting begins by building a good understanding of the ‘problem’ which the customer has articulated. It is important to identify all the opportunities that are being missed, as well as their effect on the ‘pain’ that is being created by those. Typically, the ‘pain’ is voiced by the customer and evident from data points of the outcome(s) not meeting desired goals.

P.R.O.B.L.E.M.: Perceived Risk of an Opportunity not Being Leveraged to Enhance the Meeting of goals. 

Understanding this ‘problem’ wisely is key to consulting.

b. Understanding the ground Realities 

Diving deeper into the causes and data, the next stage after identifying the problem(s) is to understand the realities of the situations in the customer’s organization and environment that have a bearing on the Customer’s pain points. Getting rid of biases and building a rich fabric of evidence and data is critical to correctly understand the reality, and therefore all the possible causes that lead to the effects.

This stage involves investigating all potential factors and functions, meeting various executives to understand their perspectives and experience, as well as to gather and analyze data for all relevant measures.

c. Applying Design Thinking & Problem Solving  

With a factual and unambiguous understanding of the problem and all the factors leading to it, this stage focuses on developing strategies and designing feasible solution options that have optimal impact and cost.

The steps typically follow this structure:

• • • Define problem/focus/opportunity
      • Be Creative
      • Be Objective

Here is where lies the first opportunity for innovation. The creativity applied in finding new possibilities and definitions of the problem/focus/opportunity should lead to identifying obvious as well as not so obvious problems.

• • • Conduct Causal Analysis – Explore all possible Cause-Effect relationships
    • Research for new/more causes/opportunities – Critical Thinking

The findings of all research feed back into the earlier two steps above – Defining the problem, or Causal analysis.

• • • Map and Correlate alternatives with impact areas – Develop Solution Sets

Going through the above steps helps in logical yet innovative solution sets, which can be compared for their respective benefits as well as costs and complexity.

d. Present Pros and Cons of Feasible Solution Options

The solution sets are presented to the customer stakeholders along with their pros and cons, and a Cost-Benefit Analysis for each solution set. Questions lead to refinement of the most suitable solutions.

e. Finalize the agreed upon Solution(s)

Build the Plan and complete the Consulting Report documentation for submission to the customer as the final deliverable.

4. Which are the Distinctive Skills for Consultants?

Distinctive Consulting Skills

This section calls out the skills and competencies that are critical for the consultant to demonstrate, for any consulting engagement to be effectively executed.

a. Customer orientation
i. Listening – to understand, appreciate the customer’s inputs and context
ii. Emotional Intelligence – to sense and prioritize pain points and opportunities
iii. Communication – specific, clear, relevant and up-front
iv. Retaining the focus on problem/benefit

b. Domain expertise – deep, broad, diverse – know/find out everything that could be relevant to the problem context, spanning all necessary facts, concepts, processes, procedures and principles of the domain and related domains.

c. Teleology – Inferences and conclusions based on teleology, discerning the purpose (effect) of every piece of information (cause) in the knowledge-map.
i. Critical Thinking
ii. Creativity
iii. Decision making

d. Communication skills
i. Language – must be the same as that of the client
ii. Written
iii. Drawn – [ref books by Dan Roam (The Back of the Napkin, Draw to Win, Show and Tell)]
iv. Spoken – [ref Richard Chung (Compelling Communication-Oral Presentations)]
v. Presentation – https://summaries.com/blog/the-pop-up-pitch

e. ICT – Mastery of the Tools of Expression
Creativity has value only once it is expressed. Every creative person tends to be so because they master expression in the medium of their customer. When we are creating value for the customer, we need to master the medium(s) of creation that we (and the customer) choose to communicate in.

1. Mastery over communication mediums.
   1. Written, Drawn, Spoken, Presented – Word, PowerPoint, diction
   2. Email – Microsoft Outlook (or any other email app of choice)
   3. Video conferencing – Teams, Zoom, Google Meet, etc.
   4. Contemporary with, and ahead of others

f. Soft skills
There are a host of soft skills that are important for a consultant’s success – focus, planning, patience, open-mindedness, etc. which are critical at various times, and a consultant picks the ones they need with experience.

Consulting is an immensely fulfilling engagement if it is done with integrity, sincerity, diligence, and also with curiosity, creativity, and passion. Consultants can be very influential in the trajectory of organizations and individuals. Consulting is one of the most respected professions, and gives you opportunities to study new and challenging situations, traveling and meeting people across the world. It is an engagement of responsibility and potential.

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