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| Acknowledgments | |
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| Introduction | |
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| Setting the Stage | |
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| The Need for Consulting Results from the Client Perspective | |
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| Why Measure Results? | |
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| Trouble in Paradise | |
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| When Consultants Are Not Accountable | |
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| Shifting Paradigms | |
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| Needing a New Approach to Measure Impact | |
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| How to Make Sure You Get Your Consultant Focused on Results | |
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| Final Thoughts | |
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| How Consultants Can Prove the Value of Their Work to Clients: What's in It for the Consultant? | |
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| Why Measure ROI? | |
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| The Dilemma of ROI Accountability | |
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| What Is Causing This Concern for Accountability? | |
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| Finally, a Feasible and Credible Approach | |
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| The Framework: Evaluation Levels | |
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| The ROI Process Model | |
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| The Operating Standards: Guiding Principles | |
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| Implementation of the Process | |
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| Applications | |
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| How Evaluation Data Can Be Used: Benefits of ROI for Consulting | |
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| Application of the ROI Process: A Case Study | |
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| Final Thoughts | |
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| Initial Analysis and Planning: Key to a Successful ROI Evaluation | |
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| Overall Project Goal | |
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| Levels of Project Objectives | |
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| How Is It All Connected? Linking Evaluation with Needs | |
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| Planning for Measurement and Evaluation | |
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| Final Thoughts | |
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| Data Collection | |
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| Was It Useful and Did You Understand It?: Measuring Reaction and Learning | |
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| Why Measure Reaction? | |
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| Why Measure Learning? | |
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| Sources of Data | |
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| Topics for Reaction and Learning | |
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| Timing of Data Collection | |
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| Using Questionnaires and Surveys to Measure Reaction and Learning | |
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| Using Interviews to Measure Reaction and Learning | |
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| Using Focus Groups to Measure Reaction and Learning | |
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| Measuring Learning with Tests | |
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| Measuring Learning with Simulation | |
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| Measuring Learning with Less Structured Activities | |
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| Using Reaction and Learning Data | |
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| Final Thoughts | |
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| Measuring the Progress of Consulting Projects: Tracking Application and Impact | |
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| Why Measure Application? | |
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| Why Measure Business Impact? | |
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| Data Collection Key Issues | |
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| Using Questionnaires to Measure Application and Impact | |
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| Using Interviews and Focus Groups | |
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| Using Observation | |
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| Using Action Plans | |
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| Using Performance Contracts | |
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| Monitoring Business Performance Data | |
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| Selecting the Appropriate Method for Each Level | |
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| Final Thoughts | |
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| Analysis | |
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| Separating the Consulting Impact from Other Factors: How to Isolate the Effects of the Consulting Project | |
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| Why Isolate the Effects of Consulting Projects? | |
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| Preliminary Issues | |
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| Use of Control Groups | |
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| Analytical Approaches | |
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| Estimates from Credible Sources | |
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| Using the Techniques | |
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| Final Thoughts | |
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| How to Convert Business Measures to Monetary Values | |
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| Why Convert Data to Monetary Values? | |
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| The Five Key Steps to Convert Data to Money | |
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| Standard Monetary Values | |
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| When Standard Values Are Not Available | |
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| When Conversion Should Not Be Pursued: The Intangible Benefits | |
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| Selecting the Techniques and Finalizing the Values | |
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| Final Thoughts | |
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| Costs and ROI: Monitoring the Costs of Consulting and Calculating ROI | |
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| The Importance of Costs and ROI | |
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| Developing Costs | |
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| Cost-Tracking Issues | |
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| Major Cost Categories | |
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| Basic ROI Issues | |
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| ROI Measures | |
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| BCR/ROI Case Application | |
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| Other ROI Measures | |
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| Benefits of the ROI Process | |
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| Final Thoughts | |
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| Reporting and Implementation | |
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| Reporting Results: How to Provide Feedback and Results to the Client | |
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| Communicating Results: Key Issues | |
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| Analyzing the Need for Communication | |
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| Planning the Communication | |
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| Selecting the Audience for Communications | |
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| Developing the Information: The Impact Study | |
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| Selecting the Communication Media | |
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| Communicating the Information | |
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| Analyzing Reactions to Communication | |
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| Final Thoughts | |
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| Making It Routine: Overcoming Resistance to Measuring ROI | |
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| The Resistance | |
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| The Approach to Overcoming Resistance | |
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| Assessing the Climate | |
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| Developing Roles and Responsibilities | |
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| Establishing Goals and Plans | |
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| Revising/Developing Policies and Guidelines | |
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| Preparing the Consulting Staff | |
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| Initiating ROI Projects | |
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| Preparing the Management Team | |
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| Removing Obstacles | |
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| Monitoring Progress | |
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| Final Thoughts | |
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| Appendix: Do Your Consulting Projects Focus on Results? | |
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| Notes | |
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| Index | |