The professional services firm bible

571 Pages·2005·4.227 MB·English

by  John Baschab, Jon Piot

T H E
PROFESSIONAL
SERVICES FIRM
B I B L E

T H E
PROFESSIONAL
SERVICES FIRM
B I B L E
JOHN BASCHAB
JON PIOT
John Wiley & Sons, Inc.
Copyright © 2005 by John Baschab and Jon Piot. All rights reserved.
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Published simultaneously in Canada.
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Library of Congress Cataloging-in-Publication Data:
Baschab, John, 1968–
The professional services firm bible / John Baschab, Jon Piot.
p. cm.
Includes bibliographical references and index.
ISBN 0-471-66048-5 (cloth/cd-rom)
1. Service industries—Management. 2. Professions—Marketing. I. Piot,
Jon, 1966– II. Title.
HD9980.5.B368 2005
658—dc22
2004011607
Printed in the United States of America.
10 9 8 7 6 5 4 3 2 1
Contents
Preface ix
Acknowledgments xiii
About the Authors xv
S I
ECTION
Managing and Governing the Professional
Services Firm
1 Managing the Professional Services Firm 3
John Baschab, Jon Piot, and Robert H. Schwartz
2 Professional Services Firm Benchmarking 16
Gina Gutzeit
3 Partnership and Governance Structures 53
John J. Reddish
S II
ECTION
The Front Office:Driving Sales and Growth
4 Sales Management 77
Jana Carpenter
5 Marketing and Business Development 121
Bryan J. Wick
6 Service Line and Intellectual Property Creation 143
Thomas Marbach
7 Proposal and Reference Management 158
Tim Bourgeois
8 Strategic Partnering 180
T. Gregory Bender
v
vi Contents
S III
ECTION
The Organization:Attracting and
Retaining the Best Professionals
9 Organization Structure 197
Frank Ribeiro
10 Career Tracks, Compensation, and
Professional Development 217
John Baschab and Jon Piot
11 Professional Staff Recruiting and Retention 237
Brant C. Martin
S IV
ECTION
Services Delivery:Taking Care of Business
12 Service Delivery 265
D. Michael McDowell
13 Resource Management 284
Joe Santana
14 Risk Management and Quality Assurance 316
John Baschab and Jon Piot
S V
ECTION
The Back Office:Efficient Firm Operations
15 Finance, Accounting, and Human Resources 337
Jeffery B. Nemy
16 Purchasing, Procurement, Vendor, and
Asset Management 383
John Baschab and Jon Piot
17 Information Technology 431
John Baschab, Craig E. Courter, and Jon Piot
18 Real Estate and Facilities 466
K. Todd Phillips
Contents vii
19 Legal Counsel 495
Scott M. McElhaney and Michael W. Malakoff
20 Office Management 517
John Baschab and Jon Piot
Appendix:About the CD-ROM 531
Index 535