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All client service is about adding value. This is especially true for consulting services, where the output — an idea or concept — is intangible even if the outcome — for example, reduced cost — is tangible. The question then becomes, "How can I add value to my client?" I believe the answer lies in concepts from information theory. Claude Shannon, a Bell Laboratories researcher, stated that "Information is a difference that makes a difference." If nothing changes, then there is no information. If something changes, but the change is not relevant, then the change is not information. To illustrate how value is added, consider the following financial and textual examples:
Moving up each level involves more summarization, abstraction, or processing from a previous level — in general, changing and improving the context of the information. The degree of value added is indicated by the difficulty in answering the question being asked. Questions involving "How" and "Why" are generally very hard to answer since they have subjective answers. "Who," "What," "When," and "Where" questions are typically not as hard. Today's business systems usually work at the "Data" and "Information" levels. To move to the "Knowledge" level generally requires a skilled business person who can use tools — such as query, reporting, and multi-dimensional analysis tools — to access the databases of business systems, helping answer questions such as:
Moving to the "Wisdom" level requires both knowledge and experience. It is generally acknowledged that about 10 years of experience is needed for a person to be considered an expert. Experts can help answer questions such as:
These questions are typical of the types of questions we help our clients answer. Given the nature and difficulty of these questions, I believe we can say with certainty that we help add value to our clients. Best wishes for a successful 2000!
Todd L. Herman
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Call Us for a No-Obligation ConsultationThink your business could be running better? You're probably right — we'll help you figure out where to begin. Improving processes and using technology to help people deliver more results. That's what we do. Call 336.297.4200 or click here to contact us online. Helping Our Clients Recent Successes Completed implementing the Lawson Payroll and Human Resources modules for a health insurer, assisting the client with interfaces, data conversion, process changes, and training. Assisted a manufacturer and distributor of rubber products in evaluating ERP packages, providing an objective assessment of needs and vendor capabilities. Reviewed and analyzed business contingency plans for an apparel company, assisting management in assessing responses to possible external and internal failures. Developed reports for the redesigned chart of accounts for a hosiery company, eliminating several manual monthly reports. Reviewed the post-implementation status of the Lawson Payroll and Human Resources modules for a hospital, helping the client define and prioritize open tasks. Worked closely with the client's systems group during development and testing of a value statement system, allowing this sock manufacturer to automate this complex offshore reporting. Developed a Microsoft Excel template to calculate commercial invoice amounts from value statement information, permitting this hosiery manufacturer to eliminate manual calculation of these amounts. Reviewed physical and perpetual inventory items for the bookstores of a university, identifying discrepancies and suggesting steps to improve inventory accuracy. Upcoming Projects Define procedures to implement standard cost accounting for an upholstered furniture manufacturer, helping this client better use the capabilities of its new J.D. Edwards system. Analyze the number and amount of vouchers processed by the Payables department of a county government, suggesting ways to reduce the workload of the department. Determine and assess the profitability of product lines over the past 3 years for a knit products company, identifying causes of gross margin changes. Determine potential excess and obsolete inventory items for an apparel manufacturer, quantifying the effect of these items. Develop a Microsoft Access database to calculate product costs, allowing a packaging products manufacturer to set prices based on realistic costs. Streamline the product development process for a sock company and implement the revised process in Lotus Notes, reducing the cycle time to develop new products. Assist in implementing PeopleSoft Payroll and Human Resources for a university, helping with project management and process redesign. Newsletter Archives |
