Presentation By:

Ajit Kamble

PGDM-BTM-FY-Roll No.2
Pillai Institute of Management Studies and Research
Services
A service is the intangible equivalent
of an economic good.

Composing and orchestrating the

appropriate level of resources, skill,
ingenuity and experience for
effecting specific benefits for service
consumers

Tertiary sector of the economy

Service characteristics
Intangibility

Perishability

Inseparability

Simultaneity

Variability
Service delivery
The delivery of a service typically involves six factors:
The accountable service provider and his service suppliers
(e.g. the people)

Equipment used to provide the service (e.g. vehicles, cash

registers, technical systems, computer systems)

The physical facilities (e.g. buildings, parking, waiting

rooms)

The requesting service consumer

Other customers at the service delivery location

Customer contact
Service delivery
The service encounter is defined as all activities
involved in the service delivery process.

“Moment of truth”
The service-goods continuum

business theorists see a continuum

with pure service on one terminal
point and pure commodity good on
the other terminal point.

Most products fall between these

two extremes
Management Consultancy
Management Consultancy
Indicates both the industry and practice of helping organizations ,

Helps to Improve their performance primarily through the analysis

of existing business problems and development of plans for
improvement.

Used for gaining external advice

and access to the
consultants' specialized expertise.

Best practices
Management Consultancy
Organizational change & Management assistance.
Development of coaching skills.
Technology implementation.
Strategy development or Operational improvement
services.

Function Of Management consultants

Approaches
'expert' or prescriptive approach

facilitative approach / “process consulting”

Matrix structure
business function or type of consulting: for example,
strategy, operations, technology, executive leadership,
process improvement, talent management, sales, etc.

industry focus: for example, oil and gas, retail,

automotive,etc.
State of the industry
As a business service, consulting remains highly cyclical and linked
to overall economic conditions.

Types of consulting firms:

Large, diversified organizations

Medium-sized information technology consultancies
Management and strategic consulting specialists
Boutique firms
Sourcing advisory firm
Differentiation of consulting firms
is on basis of revenue model
Based on time & effort
e.g. Mckinsey & Company, BCG, etc.

Based on results delivered only

e.g. The Lab Consulting

Combination of both
McKinsey & Company

global management consulting firm

Consulting Firm Rankings 2011:
The Best Consulting Firms:
Prestige:

McKinsey & Company

1
Ranked st
(ranked No.1 for 6 consecutive years)
 Trusted advisor to the world’s leading businesses,
governments, and institutions

Work Culture

Follow the top management approach

Use global network to deliver the best of the firm to all
clients
Bring innovations in management practice to clients
Build client capabilities to sustain improvement
Build enduring relationships based on trust
Values
Put the client’s interest ahead of our own.

Behave as professionals.

Keep our client information confidential.

Tell the truth as we see it.

Deliver the best of our firm to every client as cost

effectively as we can.
 Service Operations
Delighting Every Customer

Knowledge management system

System includes generalist researchers, industry
(and function)-specific experts and librarians, and
access to journals and databases

McKinsey Knowledge Centre (McKC)

Practice development
 Most prestigious company of its kind.

It addresses strategic, organizational, operational and

technological issues, always with a focus.

Do what is right for the client's business, not what is best
for McKinsey's bottom line.

Firm serves encompasses everything from commodities

and natural resources to the worlds of media,
entertainment and high tech.

Serve more than 70 percent of Fortune's Most Admired

Companies list.
Thank You!!