CONSULTANT CARE AND FEEDING

When you make the decision to use a consulting firm and have selected the firm you wish to work with, it is important that you immediately define the consultant's role and establish a working relationship with the firm. All consulting firms have worked on projects that did not turn out as planned. The most common problems are a lack of understanding about the role of the consultant and a break down in communications between the parties.

The user of consulting services should understand why a consultant is needed, the conditions under which a consultant should be retained and the rules to be followed if a consulting firm is used. The following is a simple outline that will ensure you receive the best return on the money you spend for consulting services and the consultant will greatly appreciate the direction such an outline provides.

Why Retain a Consultant?

• To gain objectivity for the project.
• In-house staff lacks the time required.
• In-house staff lacks the necessary expertise.

Situations that may require a consultant:

• The desire for voice and data integration.
• The telephone system is "out of gas."
• You have no Telecommunications Plan.
• Security issues/concerns.
• A lack of, or an outdated disaster recovery plan.
• You are initiating a building program.
• You are spending too much money on telecommunications.
• No one knows the cost of services you are using.
• Your various locations are not tied together with a telecommunications network.
• You are considering a merger or contraction.
• You are contemplating a new venture.
• Information Services issues.
• Complaints, complaints, complaints.

Some suggested rules:

• It is your project, not the consultant's.
• The consultant should become a member of your team.
• The consultant deliverables should be specific.
• Time frames should be realistic and in writing.
• Consultant staffing should be specified by consultant name.
• Appoint an in-house project manager.
• The consultant must respect client confidentiality.