Case Start-Up Authors: Dianna Magnani and Robert Murray bc December 1998 Copyright© 1998 Bain & Company, Inc.

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. Develop an Answer-First Workplan Build Strong Relationships Run an Effective Caseteam Kickoff Meeting Establish an Efficient Process Learn about the client and the industry With the VP/manager With individual caseteam members With the client project leader Prepare materials in advance At Bain At the client Manage the meeting logistics Understand the client’s situation and the goals of the case Establish clear objectives 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: Learn about the Client and the Industry Understand the Client’s Situation and the Goals of the Case Obtain a copy of: Meet with VP/manager to discuss: the proposal client annual reports client product/service descriptions client organizational charts client industry overview materials 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 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 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 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 The first meeting you should schedule is with the VP/manager. Topics to discuss include: The Case The Client The Team Work Styles Objectives/ deliverables Project scope Major issues Approach Timing/deadlines 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 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 The preliminary answer-first workplan CaseStart-Up

Build Strong Relationships with Individual Caseteam Members 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. The Client and Case The Team Member Work Styles (Yours and Theirs) General client background Overall case objectives and deliverables Timing/deadlines Potential workstreams (objectives, types of work, amount of client contact) Previous work experience/Bain cases Strengths and weaknesses Professional development goals/skill plan/HLAs Types of work they like/dislike Frequency of and method for updates Likes/dislikes late nights last minute crunches weekend work early morning meetings Travel preferences CaseStart-Up

Ongoing Team Interactions One-on-one meetings are the first step in ongoing team management. One-on-One Meetings Hallway Conversations 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 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. The Case Bain/Client Relationship Client Information Major Meetings Goals Key deliverables Timing Main elements of approach Key decisions that must be made, by whom, when 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 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 CaseStart-Up

Run an Effective Caseteam Kickoff Meeting Extensive preparation is required to have an effective caseteam kick-off meeting. Prepare Materials in Advance Manage the Meeting Logistics Establish Clear Objectives Meeting agenda Attendance (Required of all consultant staff, including VPs. Required of administrative staff during ground rules and logistics discussions.) Seek to appear organized and in control Content (select slides from proposal, Red Book) Bain policies Outline main goals of case and what each person’s role will be confidentiality records management travel expense guidelines Think of ways to generate excitement about case Client logistics/Information contact list directions hotel information flight schedules Meeting room (reserve for at least two and a half hours) Consider team ground rules Breakfast or lunch, as appropriate Team logistics/information case code distribution list calendar with key deadlines CaseStart-Up

Sample Agenda (1 of 2) Here is a sample agenda for a two and a half hour caseteam kickoff meeting. Agenda Item Time Required 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 15 minutes 15 minutes 20 minutes 30 minutes CaseStart-Up

Sample Agenda (2 of 2) Agenda Item Time Required 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 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 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 Case Background content objectives critical issues approach Client Overview company description organization client team members Introduce client company, including important products/services Show organizational chart, identifying key clients Describe client sensitivities Workplan answer first deliverables/tasks/activities team structure roles and responsibilities 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) Agenda Item Example Approach 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 CaseStart-Up

Bring the Agenda to Life (3 of 3) Agenda Item Example Approach 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 (e.g., training, recruiting) Schedule regular caseteam meetings CaseStart-Up

Establish an Efficient Process Managing process details at both Bain and the client will ensure a smooth workflow. At Bain At the Client Ask finance for case code Identify client administration contact to support team Contact MIS/IT to establish caseteam folders on shared drives and discuss any specific MIS/IT requirements Discuss facility requirements at client site (office space, printer and fax access, phone lines, etc.) Ensure graphics has client logo Arrange for security passes/building access at client Work with caseteam assistant to establish production and caseteam filing procedures Investigate hotel rates, taxi accounts, and other travel arrangements 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