Creating Value with Client-centric Consulting

Value Consul+ng:
Introduc+on
June 12, 2018
BY RONA PUNTAWE
Principal Owner of FuturePACE Global, LLC, an advisory and consulting firm
helping you bring your desired future to life as your trusted partner in transformation.
www.futurepaceglobal.com
CREATINGVALUE WITH CLIENT-CENTRIC CONSULTING

What this session is about:
1.  What do we mean by consul+ng?
2.  What is client-centric value consul+ng?
3.  Becoming client-centric:
u Calibrate the Client
u Connect with the Client
u Create Value for the Client
Over the next 4 hours, we will cover the key concepts and begin applying
them with basic exercises to get you started as a client-centric value
consultant.
CREATING VALUE WITH CLIENT-CENTRIC CONSULTING © RONA PUNTAWE 2018

What is Consulting?
Some deﬁni*ons of consul*ng

Consul+ng legally means providing expert
knowledge to a third party (for a fee).
(USLegal.com)

Management Consul+ng is“the prac)ce of helping
companies to improve performance through
analysis of exis)ng organiza)onal problems and
development of plans for improvement.”
(Wikipedia, 2018)

What is Consulting?
Reflector
Process
Specialist
Fact
Finder
Identifier of
Alternatives
Collaborator in
Problem-solving
Trainer/
Educator
Technical
expert Advocate
MULTIPLE ROLES OF THE CONSULTANT
LEVELS OF CONSULTANT ACTIVITY IN PROBLEM-SOLVING
Non-directive Directive
CLIENT
CONSULTANT
Raises
questions for
reflection
Observes
problem-
solving
processes and
raises issues
mirroring
feedback
Gathers data
and stimulates
thinking
Identifies
alternatives
and resources
for client and
helps assess
consequences
Offers
alternatives
and
participates in
decisions
Trains the
client and
designs
learning
experiences
Provides
information
and
suggestions
for policy or
practice
decisions
Proposes
guidelines,
persuades or
directs in the
problem-
solving
process

My Journey as a Consultant
Delivered >$38M value in the last 5 years and
implemented world-class, awarded programs.

u  20 years of consul*ng and value crea*on
²  Bou+que Consul+ng (Org’l Development & Culture)
²  Global Big Four Consul+ng (Business Advisory)
²  Internal Consul+ng and Leadership (Strategy and Opera+ons)
²  Independent Consul+ng/Contrac+ng (Transforma+on)

u  Diverse sectors across >20 organiza*ons
²  Corporate and SMEs
²  Government & Non-proﬁt
²  Interna+onal Aid/Development

u  Diverse func*onal domains
²  Customer Service and Sales
²  Shared Services including Finance, HR, IT/KM
²  Strategy and GRC (Governance, Risk and Compliance)
²  Advisory to C-suite and Board

u  Mul*cultural/Interna*onal
²  Based in Singapore, Philippines, Australia, USA

What is Client-centric Value Consulting?
Creating valued outcomes
through robust calibration
and trusted connection with
the client.
A client can mean an
individual, a group or an
organization.

CLIENT-
CENTRIC
CONSULTING
CALIBRATE
CONNECT CREATE

CLIENT-
CENTRIC
CONSULTING
CALIBRATE
CONNECT CREATE
Comprehensive Toolkit
PaKerns of Representa*on
How we represent reality to create
our mental models of the world
PaKerns of Organiza*on
How we structure our
experience of reality
PaKerns of Transforma*on
How we transform our reality
PaKerns of AKen*on
How we abend to the world
and ﬁlter reality
Copyright Rona Puntawe 2015
REPRESENTATION
ATTENTION
ORGANIZATION TRANSFORMATION
PUNTAWE TRIANGLE

CALIBRATE
How do you know
that what you know to be true
is true for the client?
“Extraordinary claims require
extraordinary evidence.”
Carl Sagan
Photo by rawpixel

Calibrate the Client
WHAT DOES CALIBRATION MEAN?
Evidence-based representa+on of the client’s
reality or view of the world – past, present and
future.

WHY CALIBRATE
q  Work with the client’s mental models to
accurately understand what they value.
q  Know when and how you add value by
measuring the right things right, star+ng
with a baseline.

HOW TO CALIBRATE: TECHNIQUES
1.  Client Modeling
- Mapping Mental Models
- Mapping the Client System
2.  Clean Language Interviewing
3.  Fit-for-Purpose Assessments
- using models and frameworks applicable
to the speciﬁc consul+ng situa+on

EXERCISE: BEGIN TO CALIBRATE

u  Perceptual Posi+ons

CLIENT-
CENTRIC
CONSULTING
CALIBRATE
CONNECT CREATE

Well-calibrated Evidence
TIPS

q  Baseline the change
q  Benchmark for progress or improvements
q  Develop and assess against maturity models
q  Back your asser+ons with evidence
q  Triangulate your data
q  Hypotheses driven evidence vs. Boiling the
ocean
TOOLKIT

q  Baseline Survey
q  Benchmarking Surveys
q  Maturity Assessment
q  Competency Assessment
q  Various Profiling Tools
(Individual and Organiza+onal)
q  Sensory-based calibra+on of behaviours
– no such thing as mind reading!
TRAPS
q  Confirma+on Bias - choosing or paying
aben+on to informa+on that confirms one’s
beliefs or biases
q  Availability Bias - tendency to focus on what
easily comes to mind and give undue weight
to those events

Source: Five Keys to Successful Change, R. Puntawe

CONNECT
How do you build strong
relationships with the client?
“Carve your name on hearts
not on marble.”
Charles Spurgeon
Photo by rawpixel

Connect with the Client
WHAT DOES IT MEAN TO CONNECT WITH THE
CLIENT?
You are able to establish rapport with the client
at the very least, and at the very best, you
become the client’s trusted advisor.

BUILDING RELATIONSHIPS
1.  Establish rapport
2.  Form rela+onships
3.  Deliver capabili+es
4.  Provide exper+se
5.  Build trust

LEVELS OF RELATIONSHIP
1.  Cri+c
2.  Client
3.  Collaborator
4.  Colleague
5.  Trusted Advisor

EXERCISE: BEGIN TO CONNECT

u  Click with Ease

CLIENT-
CENTRIC
CONSULTING
CALIBRATE
CONNECT CREATE

CREATE
Are you creating outcomes that
the client values?
“Strive not to be a success,
but rather to be of value. ”
Albert Einstein
Photo by rawpixel Photo by rawpixel

Create Value for the Client
WHAT DOES THE CLIENT VALUE?
Understanding what the client wants to have
happen, and how that translates to what you
can do for them is the star+ng point for
crea+ng value.

HOW TO CREATE VALUE: TECHNIQUES
1.  Delivering Insights
2.  Delivering Results
a)  Problem Solving with
Logical Chunking
b)  Crea+ng Successful Outcomes
3.  Delivering Posi+ve Change
a)  Posi+ve User Experience
b)  Achieving Value Realiza+on

EXERCISES: BEGIN TO CREATE VALUE

u  Outcome-framed Value Crea+on
- Aligning Inten+on-Outcome-Consequence
- Crea+ng Well-formed Outcomes
u  Problem-framed Value Crea+on
- Contextualizing the Problem

CLIENT-
CENTRIC
CONSULTING
CALIBRATE
CONNECT CREATE

Reframing the Outcome through O-I-C Alignment
OUTCOME:
“We need to improve our
rela+onship management
capability”
INTENTION:
The inten+on was to
improve revenue
performance.
REFRAMED OUTCOME:
Improve business
development capabili+es,
speciﬁcally the “pointy-
end of sales”
competencies. Evidence based on proﬁling and
competency assessment shows that
the client is already highly competent
at rela)onship management – in fact
it’s one of their strengths!
CONSEQUENCE:
Measurable increase in
revenue abributed to the
change ini+a+ve designed
to deliver against the
intended outcome.
Meets Congruence Test
for well-formed outcome
Source: Five Keys to Successful Change, R. Puntawe

Value Consul+ng
Crea+ng outcomes the client values.

Creating Value with Client-centric Consulting

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