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Kennedy Consulting Review Of Nh (2)
- 1. North Highland has broad capabilities that span strategy development through to operations management and process improvement, to people and change management, to technology advisory and enablement. OPERATIONS MANAGEMENT By Kennedy Consulting Research & Advisory A REVIEW OF NORTH HIGHLANDS CAPABILITIES FROM ONE OF THE WORLDS LEADING ANALYST FIRMS
- 2. Heres what Kennedy NORTH HIGHLANDS MODEL North Highlands experienced hiring model Research says about allows it to utilize smaller consulting teams to more quickly help clients than under a North Highland traditional pyramid staffing model. The partnership has grown to include eight ORGANIZATIONAL OPERATIONS consultancies around the world, a reflection North Highland is strong in this segment due of its successful ability to pull together local to a highly experienced consulting model, which capabilities to provide more global solutions. allows it to quickly facilitate operational change within client organizations. NORTH HIGHLANDS EXPERTISE the firms consulting approach resonates Clients that prefer a lower leverage model well with clients requests for deeper industry (i.e., higher share of senior consultants) will expertise, and the firm has a solid track record often find that smaller consultancies, such as working with many leading brands. Additionally, North Highland, are better suited to helping them. for the past few years, the firm has consistently been selected as one of the best consulting NORTH HIGHLANDS EXPERIENCE firms at which to work, which will give it an North Highland has broad capabilities that span edge for hiring skilled talent. from strategy development, through to operations management and process improvement, to people strong ability to combine strategy, OM, and change management, to technology advisory and technology skills to provide clients with and enablement. North Highland seeks to provide solutions rather than one-off projects. clients with a unique consulting experience, with a more experienced set of consultants available North Highland has particular depth of expertise to help clients in the areas where its clients in Enterprise Performance Management, Process are located. Improvement, and Organizational Change Management. NHs experienced consulting ... a more pragmatic approach to consulting approach lends itself well to successfully helping engagements. clients with organizational change. CAPABILITIES SUMMARY STRONG STRONG MODERATE MODERATE ORGANIZATIONAL CUSTOMER INTERACTION PERFORMANCE FINANCIAL OPERATIONS MANAGEMENT IMPROVEMENT OPERATIONS
- 3. CASE IN POINT: Helping The American Red Cross Improve Donor Experience and Gain Market Share Client Issue: Results: The American Red Cross Blood Services divisions The Red Cross expects to yield over $10 million revenues had fallen due to an inability to generate in revenue, conservatively, simply through a one- enough supply (i.e., fewer blood donations). As a percentage-point improvement in donor retention. result, the Red Cross was facing a challenge of The Red Cross improve(d) its customers experience declining market share (down roughly 10% over by better targeting marketing to its various donor the last 10 years) and increased competition from segments, better allocating marketing spend and other non-profit and for-profit blood collection campaign metrics by customer value and behavior, organizations and competing blood banks. and consolidating its marketing initiatives and call centers to improve consistency of the customer experience. In addition, by developing a comprehensive Firm Selected: approach to managing customer experience and North Highland was selected to work with the client utilizing a more customer-centric marketing to develop and execute on a strategy to improve the approach, the Red Cross hopes to regain market customer experience of donors and sponsors. As the share and improve its ability to meet the needs of client put it, North Highland brings expertise we hospitals and patients. like them because they get much more involved in the execution and success of projects than just providing advice. They bring far more practical expertise to the Lessons Learned: table than others weve worked with in the past. The Red Cross has developed a long-term, rewarding relationship with the North Highland Company, and decided to work with the consultancy again to help Solution/Work Done: it improve its customer interaction approach and The problem was that the Red Cross was internally processes within other of its divisions, such as within focused and did not have a customer-centric approach the Humanitarian part of the organization. for acquiring and retaining customers (e.g., donors and sponsors). North Highland developed a new customer- focused vision for the Blood Services division, along with a roadmap with 16 initiatives and associated recommendations for donor and sponsor recruitment and retention. North Highland developed a customer lifetime value model that analyzed customer propensity to donate blood. The Red Cross subsequently altered its strategy to focus on donor retention rather than donation frequency. From Operations Management Consulting Marketplace 2010-2013, Key Trends, Profiles and Forecasts, Kennedy Consulting Research & Advisory, Ashley M. Newton and Erick Burchfield. 2011.
- 4. Over the next three to five years, clients are really focused on bringing their strategic direction down to the tactical operations. So its very important to clients for consultants to be able to translate strategy into execution. -Andy Mayfield, North Highland VASTLY FOCUSED Thousands of professionals from nearly 50 offices, in the US and around the world, work for North Highland. Each of us brings a wealth of experience and expertise to our respective industries and service areas. But we dont work in silos. Through our unique, interdisciplinary approach, we collaborate across skill sets to bring fresh perspectives to your business. Then we hone in on producing innovative, results-oriented solutions. FSC logo 息 Copyright 2011. North Highland. www.northhighland.com 450-0200A-000 6/11