Pittiglio Rabin Todd & McGrath (PRTM)

What Is Operations Consulting?

The Nature of the Management Consulting Industry

Economics of Consulting Firms

When Operations Consulting Is Needed

The Operations Consulting Process

Operations Consulting Tool Kit

Problem definition tools
Data gathering
Data analysis and solution development
Cost impact and payoff analysis
Implementation

Business Process Reengineering (BPR)

Principles of Reengineering

Guidelines for Implementation

Conclusion

Case: A California Auto Club Reengineers Customer Service

Appendix A: Systems Thinking

Appendix B: RPA Questionnaire and Rating Sheet