Our philosophy brings back the art of problem solving into consulting.
Incorporate Client’s Practical Considerations to Develop and Prioritize Recommendations.
Common Issues
 
Our Philosophy and Approach

When you have a hammer, well . . .

Most consultants are either blue-sky over the top strategy or too much process oriented. Often, they apply those tools (based on their firm’s marketplace standing) irrespective of the issues at hand. And sometimes, they forget that their recommendations are not gospel.

An organization’s change appetite, resource constraints, conflicting priorities with other in-flight changes, timing and durations of execution, risk, dependencies, costs – these are among factors we consider when prioritizing our recommendations and providing an action plan. Meticulous planning gives us confidence to work with the client on execution also.

Case Study

In the post-2008 stressed financial services industry environment, the top Mortgage servicers (including our client, one of the top-20 US banks) were under a consent decree from the Fed and OCC. In parallel with the Risk team’s effort to address the regulators’ concerns, the business leadership decided to institute an “independent” initiative targeting Customer Experience (CE) improvement.

Through a rigorous assessment, we identified 18 opportunities with potential to significantly enhance the client’s mortgage customer experience.

We developed a framework to measure the customer experience along 5 parameters – the “Benefits”. These parameters were specific to the client situation developed through interviews, assessment of processes in place, and also customer inputs. It aided measurement of CE in the current state as well as results achieved as recommendations get implemented.

We also evaluated each recommendation for ease of implementation (with 6 implementation considerations applicable to the client situation) – the “Cost”.

This enabled a cost/benefit prioritization of opportunities. The prioritization helped create a high level roadmap for implementing each recommendation (with a deliberate staggered timeframe), instead of leaving the client with a list of 18 things to do.

Note: Examples shared are engagements that Amit led during his long consulting career (including when he was a member of other organizations).