Gathering Pace Consulting Strategic Planning Leadership Training Partnering / Teambuilding Phone / Fax (781) 275-2424 Web www.gatheringpace.com 28 Gould Road, Bedford, MA 01730 Business Intelligence Draft Work Plan Template Increasing Client Partnering Success With Survey And Interview Data Business Intelligence Draft Work Plan Template Copyright 2006 Gathering Pace Consulting Page 1
Increasing Business Intelligence Purpose..... 3 Business Intelligence Outcomes.. 3 Draft Work Plan... 5 Why Our Approach Succeeds. 6 About Dr. William Ronco.... 7 Sample Surveys and Interview Questions. 8 Fee Proposal. 11 Business Intelligence Draft Work Plan Template Page 2
Purpose Ignorance is the root of misfortune. Plato The purpose of the proposed Business Intelligence work is to provide your organization with information that will enable it to more clearly identify and respond to customer interests, priorities and needs. Your organization has registered some success in its markets and with its services. Business intelligence data will help your organization sharpen its understanding of its current effectiveness and value, and plan future initiatives to match customer interests. Outcomes: What Business Intelligence Data Avoids Customers provide your organization with feedback on its performance all the time. What s different about Business Intelligence data? Business Intelligence data consists of summaries of both written surveys and telephone interviews of clients. Without proactive, organized survey and interview data, every organization is at the mercy of the illusion of intelligence. Organizations receive information from their customers, stakeholders and employees, but the information they receive is often inaccurate, incomplete or misleading. For example: If I don t hear complaints, we must be doing well. Many customers withhold or under-report dissatisfaction. They don t want to rock the boat, or they don t think that their input will accomplish anything. Whose fault was that? Many organizations are set up to resist feedback. Often, the people in an organization who receive complaints and criticisms are threatened by them and have no incentive to report them in to the organization. The people we work with already tell us what they re thinking. Clients who are in constant communications with a service provider may complain to the service provider extensively yet still feel that the service provider is doing a good job. Unsolicited information that comes into the organization is often misleading because it does not represent all respondents, but rather reflects the views of a vocal minority. We already conducted surveys, once. Most surveys produce data that is invalid and misleading because response rates are low or sampling is inaccurate. Most surveys quantify and package inaccurate data. It doesn t have to be that way. Obtaining accurate, objective data on key issues is easy and inexpensive, but it does require careful planning. Business Intelligence Draft Work Plan Template Page 3
Outcomes: What Business Intelligence Provides Surveys and interviews have the potential to provide individuals and organizations with useful data. Surveys and interviews provide superior insight and information beyond the random calls or letter clients initiate on their own. Survey and interviews are particularly useful to: Identify and resolve problems and mistakes Identify and explore opportunities Identify key issues and opportunities Distinguish small issues from large ones Detect trends Develop new products and services Compare company performance in multiple markets Externally validate (or disprove) what sources internal to the company believe Validate past performance Plan new marketing initiatives Clarify where the service provider adds the most value Make it possible to improve Because what you hear can be misleading Data that comes in unsolicited is invalid statistically Data that comes in unsolicited reflects extreme highs and lows, misses the middle The act of surveying in itself heightens awareness Survey Limitations While surveys can be useful, it is also necessary to recognize that they do have some limitations: Survey responses do not necessarily imply actions Carryover effect of external issues Concerns about confidentiality History influences Less than 100% response Performing, showing off Venting Business Intelligence Draft Work Plan Template Page 4
Draft Work Plan In order to develop and optimally use worthwhile business information for most organizations, we usually suggest following these steps: 1. Develop list of contacts for client and unsuccessful proposals. Your managers develop a list of about 50 survey and interview respondents. 2. Refine survey form and interview questions. Gathering Pace discusses with your managers how to refine survey and interview questions and methods for sending out and collecting survey results. 3. Identify pilot survey small group. Your organization develops a list of 4 6 friendly customers who will review and comment on the survey draft. 4. Pre-test survey on small group. Gathering Pace will contact participants in the pilot group, try the survey and make any changes that result from the discussions. Gathering Pace will discuss those changes with you and revise the survey accordingly. 5. Contact all survey respondents. Your organization sends all respondents a brief note explaining the survey, the survey and a stamped self-addressed envelope returning the survey directly to Gathering Pace. Your organization also contacts all respondents by phone to discuss the survey. This contact from your organization improves the response rate and portrays the survey as a positive tool. 6. Gathering Pace conducts survey and interviews. We survey respondents by email and conduct phone interviews. We schedule phone interviews and make multiple calls to maximize thoughtful responses. The combination of survey and interviews provides the most reliable and useful data. 7. Gathering Pace summarizes and tabulates the data. We prepare a report summarizing the survey and interview data. We provide your organization with the raw data summary so that you can also analyze the data. Focus of the report is on implications for actions by your organization. 8. Gathering Pace leads discussion of results. Gathering Pace leads a half-day workshop with your key managers to discuss the survey results and report and their implications for actions your organization should take. Business Intelligence Draft Work Plan Template Page 5
Why Our Approach Succeeds Our particular approach to obtaining and using business intelligence consistently generates worthwhile, objective business information because: 1. Multiple methods. Each method of obtaining information has built-in limitations. We use multiple methods to obtain information; surveys, interviews, focus groups, lessons learned discussions. Each serves as a check and reference point on the others. 2. Customized approach. While we use some standardized approaches, we also work with each organization to customize interviews, surveys and focus group discussions. Our customization results in data that is more usable. 3. Interviewing expertise. We have extensive experience with behavioral interviewing, i.e. interviewing that predicts respondent behaviors. In addition, we have authored several books and numerous articles and case studies using interview based information. 4. Survey expertise. Having designed and conducted dozens of organizational surveys, we are highly experienced in designing and implementing surveys to produce valid data and in translating data into action steps. We devote special effort to designing accurate samples to capture the real overall sentiment of specific groups. 5. Focus group expertise. We regularly use focus groups as a check on interview and survey data and as a mechanism for piloting action items. Focus groups make it possible to fill in the links in survey data. 6. Research expertise. We have deep educational and experiential roots in conducting useful external, economic and internal organizational research. 7. Interpreting. What does your data actually tell you? Many organizations misinterpret the data they collect. We work with you to help accurately interpret your data. 8. Translating information into action. Many organizations misstep when they attempt to translate survey data into action results. We help you not only plan action responses, but monitor their effectiveness in making key changes. Because we are primarily organizational consultants, not just survey researchers, we are most interested in data as a means to improvement, not as end in itself. Business Intelligence Draft Work Plan Template Page 6
About Dr. William C. Ronco A management consultant and researcher with over twenty years experience, Gathering Pace Consulting president Dr. William C. Ronco is especially qualified to lead business intelligence projects. He brings a unique and valuable mix of experience and expertise to each assignment: Strong, positive track record. Dr. Ronco's track record in business intelligence consistently demonstrates positive, lasting results and high levels of client satisfaction. Extensive experience with business intelligence. Dr. Ronco has worked extensively with organizations and large departments to develop and implement business intelligence plans. Broad focus group experience. Dr. Ronco has led hundreds of focus groups as part of his work in partnering and strategic planning. Extensive survey experience. Dr. Ronco originally apprenticed in survey development as a researcher at Abt Associates over twenty years. Ago. Since then he has developed hundreds of successful surveys and sampling strategies for organizational surveys, customer surveys, stakeholder surveys and 360-degree surveys. Broad industry experience. Dr. Ronco s work in a wide variety of organizations provides important external perspective for business intelligence. He regularly works in organizations in software, real estate, computers, telecommunications, construction, architecture, quality, service, support, research, consulting and many others. Skilled facilitator. Dr. Ronco works extensively with facilitation in the hundreds of successful partnering and teambuilding programs he as led. Program participants are able to participate evenly, comfortably and effectively at all times. Long term consulting relationships. Dr. Ronco's work with numerous clients over lengthy time periods provides him with the perspective to know what kinds of issues matter in the long run, what is easy to change and what is more difficult, what is worth working on and what is essential to improve A nationally recognized expert on effective partnering methods, Dr. Ronco is author, with Jean Ronco of two books on effective partnering: The Partnering Solution (Career Press, 2005) and the Partnering Manual For Design and Construction (NY: McGraw-Hill, 1996) as well as numerous articles on partnering and outsourcing. He has led over a hundred successful partnering workshops for improving customer relationships, mergers, acquisitions, strategic alliances, sales, implementing new technologies, improving interdepartmental communications, government agencies and design and construction. Prior to founding Gathering Pace Consulting some twenty years ago, Dr. Ronco was professor in the MBA program at Northeastern University. Coordinator of the Business Ethics classes, he taught Organizational Change, Organization Design and Organizational Behavior. Dr. Ronco was a Senior Analyst at Abt Associates, conducting organizational analyses of government agencies. He also served as Coordinator of Continuing Education at the Boston Architectural Center and the School of Architecture and Planning at the Massachusetts Institute of Technology. Author of numerous articles, Dr. Ronco has written three books in addition to the partnering book: Food Co-ops (Boston: Beacon Press: 1974); Jobs (Boston: Beacon Press, 1977); and (with Lisa Peattie) Making Work (NY: Plenum, 1981). Dr. Ronco earned his Ph.D. from the Massachusetts Institute of Technology, his Ed.M. from the Harvard Graduate School of Education and his B.A. from Rutgers University. Business Intelligence Draft Work Plan Template Page 7
Sample Customer Survey Template We develop custom client surveys beginning with this template. Client Satisfaction Survey Draft Please mark X twice for each question, once for Satisfaction Importance Satisfaction and again for Importance of the issue. Very Very Very Very Technical Performance. The service provider: High Low High Low 1. Has strong technical skills. 2. Provides innovative solutions. 3. Is adequately trained technically. 4. Uses new technologies effectively. 5. Performs effective analytical work. Business Value 6. Provides solutions that add value. 7. Understands what adds value. 8. Maintains effective business focus. 9. Balances innovation and business interests. 10. Contributes to productivity. Communications 11. Provides adequate information about what they do and how they work. 12. Works to understand customer priorities. 13. Responds to customer priorities. 14. Works effectively with customer input. 15. Provides adequate information while working on projects. 16. Provides adequate opportunities for customer input during projects. 17. Listens effectively. 18. Treats customer interests with respect. 19. Overall communicates effectively. Overall 20. I would recommend the company to others. 21. I am satisfied with the company overall. 22. Please note specific suggestions the service provider should consider to improve quality: 23. Please note specific suggestions the service provider should consider overall (use additional sheet if needed): Business Intelligence Draft Work Plan Template Page 8
Sample Proposal Survey Template We develop custom proposal surveys beginning with this template. Draft Proposal Survey To continuously improve our performance, we regularly survey situations in which we were considered for a job and were not chosen. Gathering Pace Consulting, a management consulting firm, conducts interviews and summarizes the data. Your responses are anonymous and confidential. We will contact you to discuss the survey results and the action steps we plan. Please mark X twice for each question, once for your Agreement and again for the Importance of the issue. We appreciate your input very much! Organization X s proposal demonstrated: Agreement Importance (Technical) Agree <> Disagree High <> Low 1. Excellent program design. 2. Excellent technical performance. 3. Project management expertise. 4. Professional presentation and sales response. (Business Value) 5. Compelling value to us. 6. Services essential to our business. 7. Ability to accelerate our time to market. 8. Ability to take on major responsibilities for getting our products to market. (Partnering) 9. Understanding of our organization. 10. Ability to listen. 11. Understanding of our business priorities. 12. Ability to respond to our business priorities. 13. Understanding of our funding process. 14. Ease of engagement with Organization X. 15. A cost structure that was effective for us. 16. Overall partnering effectiveness. (Overall) 17. Organization X was a close contender. 18. We welcome future Organization X proposals. 19. If you selected another service provider instead of Organization X, please list the three most important actors that would make Organization X s proposal the proposal of choice: A) B) C) 20. If you did not select Organization X s proposal more because of internal issues in your organization (limited spending on any projects, etc.) please list the three most important factors that would make Organization X s proposal more likely to receive funding in your organization. A) B) C) Business Intelligence Draft Work Plan Template Page 9
Interview Questions Draft Following are draft questions to review for the interviews we conduct: 1. What were the three major things you liked about Organization X s work? 2. What were the three major things you dislike about Organization X s work? 3. What are the three most important things Organization X can do to improve their performance and add value for you? 4. What were the three major internal factors in your organization that were an obstacle for Organization X s proposal? 5. What are the three major factors in your organization that impact any project s chances for succeeding? 6. What are the three main things Organization X could do to succeed in the decision process in your organization? Business Intelligence Draft Work Plan Template Page 10
Fee Proposal Gathering Pace, Inc. provides this fee proposal to ensure maximum value and lasting impact, clarify outcomes and expectations, and maximize client satisfaction. The policies listed here are based on standard practices in the consulting field. Please feel free to contact us if you wish to discuss any of these items. Program Outcomes, Value To achieve optimum results, we base fees on outcomes and value to the client rather than on daily or hourly rates. We believe that business intelligence work, done well, should not only pay for itself but add significant value to the organization in outcomes including: Enhanced communications and performance of governance and leadership groups Increased performance and productivity throughout the organization More effective response to immediate problems and challenges More effective exploration and following up on new ideas and opportunities More effective alignment between individual effort and organizational goals Less conflict and more focus throughout the organization More effective working relationships among different groups and departments Proposed Fee Our fee for the proposed work as detailed on page 4 is $14,000. This includes: 1. Organization X develops list of approximately 60 respondents 2. Gathering Pace revises survey and interview questions with Organization X input 3. Organization X identifies pilot survey small group 4. Gathering Pace pre-tests survey on small group 5. Organization X contacts all survey respondents, sends out surveys 6. Gathering Pace conducts survey and interviews 7. Gathering Pace summarizes and tabulates the data 8. Gathering Pace plans and leads one half-day workshop with Organization X managers to discuss survey results and report and plan actions in response Payment Policy Gathering Pace, Inc. invoices for the work in phases as follows: $3,000 upon agreement to proceed with the work $2,000 upon completion of the pilot and sending out of the surveys $7,000 upon completion of the surveys and interviews $2,000 upon completion of the managers workshop Business Intelligence Draft Work Plan Template Page 11
Payment is due upon receipt of the invoice. Payment received after thirty days of receipt of the invoice is subject to a charge of one and one half percent of the invoice total. Cancellation / Postponement Policy Gathering Pace, Inc. charges no fee if programs are cancelled or postponed up to 15 days prior to the scheduled program date. Gathering Pace, Inc. charges half the total program fee for any program canceled or postponed between 14 and 8 days prior to the scheduled program date. Gathering Pace, Inc. charges the full program fee for any program canceled or postponed 7 or fewer days prior to the scheduled program date. Business Intelligence Draft Work Plan Template Page 12