bc
Case Start-Up
December 1998
Copyright© 1998 Bain & Company, Inc.
Authors:
Dianna Magnani
and
Robert Murray
CaseStart-Up
Agenda
Elements of Effective Case Start-Up
Develop an Answer-First Workplan
Build Strong Relationships
Run an Effective Caseteam Kickoff Meeting
Establish an Efficient Process
Key Takeaways
CaseStart-Up
Case Start-Up Requirements
Getting your caseteam off to a successful start involves developing an answer-first workplan; building strong relationships with your VP/manager, caseteam members, and clients; running an effective caseteam kickoff meeting; and establishing an efficient process for getting the work done.
At Bain
At the client
Establish clear objectives
Prepare materials in advance
Manage the meeting logistics
Learn about the client and the industry
Understand the client’s situation and the goals of the case
Build Strong Relationships
Run an Effective Caseteam Kickoff Meeting
Establish an Efficient Process
Develop an Answer-First Workplan
With the VP/manager
With individual caseteam members
With the client project leader
CaseStart-Up
Develop an Answer-First Workplan
Developing an effective answer-first workplan is critical to having a successful case start-up. Some things you should consider when preparing a workplan are:
Understand the Client’s Situation and the Goals of the Case
Learn about the Client and the Industry
Meet with VP/manager to discuss:
objectives/deliverables
project scope
major issues
approach
timing/deadlines
client background/ any previous Bain work
Check BRAVA and the BVU to see if Bain has worked for competitors and to become familiar with the industry, analytic frameworks, and any prior work for client
Obtain a copy of:
Contact practice area head for insights and additional materials
Call library to request literature search on client/industry and order relevant subscriptions
Develop a Red Book
Meet with client project leader to confirm understanding of project:
goals
key deliverables
timing
main elements of approach
key decisions that must be made, by whom, when
the proposal
client annual reports
client product/service descriptions
client organizational charts
client industry overview materials
CaseStart-Up
Build Strong Relationships
Meeting with the VP/manager, caseteam members, and client project leader during start-up will allow you to:
Agree on case objectives and deliverables
Establish an overall timeline and first-pass deadlines
Nail down roles and responsibilities
Obtain important client information
Understand team members’ professional development goals
Discuss work styles
CaseStart-Up
Build a Strong Relationship with the VP/Manager
Role of case in overall client relationship
Key players
Process for interacting with client (meetings, presentations)
Background/any previous Bain work
Sensitivities
Potential conflicts with other clients
The Client
Work Styles
Your professional development goals
Staffing
Team structure and reporting relationships
Team mapping to client
Frequency of and method for updates
between CTL and VP/manager
between Bain and client
Degree of VP/manager involvement
with caseteam
with client
If multiple VPs/managers, division of responsibilities
Responsibility for scheduling client meetings, pre-wires, and presentations
Objectives/ deliverables
Project scope
Major issues
Approach
Timing/deadlines
The Case
The Team
The first meeting you should schedule is with the VP/manager. Topics to discuss include:
The preliminary answer-first workplan
CaseStart-Up
Build Strong Relationships with Individual Caseteam Members
General client background
Overall case objectives and deliverables
Timing/deadlines
Potential workstreams (objectives, types of work, amount of client contact)
The Client and Case
Work Styles (Yours and Theirs)
Frequency of and method for updates
Likes/dislikes
late nights
last minute crunches
weekend work
early morning meetings
Travel preferences
Previous work experience/Bain cases
Strengths and weaknesses
Professional development goals/skill plan/HLAs
Types of work they like/dislike
The Team Member
Meeting one-on-one with caseteam members gives you an opportunity to communicate your enthusiasm about the case, to learn about their professional development goals, and to discuss work styles.
CaseStart-Up
Ongoing Team Interactions
One-on-one meetings are the first step in ongoing team management.
Hallway Conversations
One-on-One Meetings
Voicemails
Caseteam Kick-off Meeting
Actively seek opportunities for formal and informal interactions to keep connected to the team
CaseStart-Up
Build a Strong Relationship with the Client Project Leader
Frequency and means of communicating deliverables
Client’s role vs. Bain’s role
provide data
analyze data
prepare presentations
review presentation drafts
First-pass client/Bain team mapping
Bain/Client Relationship
Major Meetings
Related work (client internal studies, other consultants’ work, purchased studies and data)
Initial data request
Key client contacts (names, phone numbers, E-mail addresses)
Client kick-off meeting
Major presentations
Working sessions
Goals
Key deliverables
Timing
Main elements of approach
Key decisions that must be made, by whom, when
The Case
Client Information
Meeting with the client project leader during the start-up phase will enable you to reiterate the case objectives and deliverables, discuss roles and responsibilities, obtain necessary client information, and schedule important meetings.
CaseStart-Up
Run an Effective Caseteam Kickoff Meeting
Extensive preparation is required to have an effective caseteam kick-off meeting.
Prepare Materials in Advance
Bain policies
Content (select slides from proposal, Red Book)
Team logistics/information
Client logistics/Information
confidentiality
records management
travel
expense guidelines
contact list
directions
hotel information
flight schedules
case code
distribution list
calendar with key deadlines
Manage the Meeting Logistics
Attendance
(Required of all consultant staff, including VPs. Required of administrative staff during ground rules and logistics discussions.)
Meeting room (reserve for at least two and a half hours)
Breakfast or lunch, as appropriate
Establish Clear Objectives
Outline main goals of case and what each person’s role will be
Seek to appear organized and in control
Consider team ground rules
Think of ways to generate excitement about case
Meeting agenda
CaseStart-Up
Sample Agenda (1 of 2)
Team Member Introductions
Case Background
content
objective
critical issues
approach
Client Overview
company description
organization
client team members
Workplan
answer first
deliverables/tasks/activities
team structure
roles and responsibilities
Agenda Item
Time Required
15 minutes
15 minutes
20 minutes
30 minutes
Here is a sample agenda for a two and a half hour caseteam kickoff meeting.
CaseStart-Up
Sample Agenda (2 of 2)
Team Ground Rules
Bain Policies
confidentiality
records management
travel
expense guidelines
Client Logistics/Information
contact list
directions
hotel information
flight schedules
Team Logistics/Information
case code
distribution lists
calendar with key deadlines
Agenda Item
Time Required
15 minutes
25 minutes
15 minutes
15 minutes
CaseStart-Up
Bring the Agenda to Life (1 of 3)
Agenda Item
Example Approach
Team Member Introductions
Case Background
content
objectives
critical issues
approach
Client Overview
company description
organization
client team members
Workplan
answer first
deliverables/tasks/activities
team structure
roles and responsibilities
Go around room, ask everyone to describe his/her background and interests and what he/she hopes to get out of the case
Describe case background, tell why you are excited about the case
Use slides from proposal and start-up materials
Clarify critical issues and business decisions
Introduce client company, including important products/services
Show organizational chart, identifying key clients
Describe client sensitivities
Use prepared answer-first logic pyramid, and deliverables and timeline slides (or have team brainstorm hypothesis and answer-first logic pyramid)
Obtain input from team regarding tasks and activities
Discuss areas of relative over-emphasis or under- emphasis” based on client context
Identify critical path activities and potential roadblocks
CaseStart-Up
Bring the Agenda to Life (2 of 3)
Team Ground Rules
Brainstorm list of ground rules with team. List should include the following topics:
importance of punctuality
work styles (nights, weekends)
communication methods (voicemail, E-mail, fax)
communication styles (level of directness, openness)
feedback protocols (frequency, venue)
protocols for working with assistants
Agenda Item
Example Approach
CaseStart-Up
Bring the Agenda to Life (3 of 3)
Bain Policies/Client Logistics/Team Logistics
Review rules (use of other caseteams’ materials, research techniques, experience sharing with other teams)
Review importance of records management and basic procedure for caseteam filing and document archiving and destruction
Discuss expected frequency of travel, how to get to client, security passes/building access rules
Review relevant travel and expense guidelines
Ask for volunteer to coordinate first caseteam event
Distribute calendars
include project deadlines, scheduled client meetings, holidays
ask team to add vacation schedules, Bain internal activities (., training, recruiting)
Schedule regular caseteam meetings
Agenda Item
Example Approach
CaseStart-Up
Establish an Efficient Process
Managing process details at both Bain and the client will ensure a smooth workflow.
At the Client
At Bain
Ask finance for case code
Work with caseteam assistant to establish production and caseteam filing procedures
Contact MIS/IT to establish caseteam folders on shared drives and discuss any specific MIS/IT requirements
Ensure graphics has client logo
Identify client administration contact to support team
Investigate hotel rates, taxi accounts, and other travel arrangements
Discuss facility requirements at client site (office space, printer and fax access, phone lines, etc.)
Arrange for security passes/building access at client
CaseStart-Up
Agenda
Elements of Effective Case Start-Up
Develop an Answer-First Workplan
Build Strong Relationships
Run an Effective Caseteam Kickoff Meeting
Establish an Efficient Process
Key Takeaways
CaseStart-Up
Key Takeaways
Caseteam leaders must invest heavily during the first couple of weeks of a case to ensure a successful start-up
Developing an answer-first workplan is critical to focusing the team and the client on the most leveraged issues
Building strong relationships with your VP/manager, caseteam, and client project leader will facilitate communication and help you create a team environment
Running an effective caseteam kick-off meeting will help you motivate your team and get them off to a fast start
Establishing an efficient work process at both Bain and the client will ensure a smooth workflow
CaseStart-Up
