Consult-Yourself Services transfer self service technologies, which enable the customer or end user to use services by themselves, into consulting.
The traditional people-intensive consulting is a cost intensive and little scalable business. One consultant can perform one activity within one time period. With Consult Yourself Services it is possible to overcome the limits of scalability in consulting.
Unique features of Consult-Yourself Services
Consult-Yourself Services aus Consultant Sicht
- computer-assisted processes can be developed for standardizable services which are conducted by the customer himself and evaluated automatically
- services can be used by different customers at the same time
- an essentially larger clientele can be attracted
- the consultant gains valuable working time and more customers
- follow-up jobs can be generated if a customer was satisfied with the self service
Consult-Yourself Services aus Kundensicht
- consulting services can be conducted by the company itself
- the customer is able to consult himself
- weaknesses of the own company can be identified, analysed and evaluated within a minimum of time
- recommendations about upcoming measures are given immediately
- the customer still benefits from the consultant’s knowledge, although he doesn’t have to be available for the conduct of the service
- offered consulting services are quality assured
DIGITAL TRANSFORMATION OF THE ASSESSMENT PROCESS
Some consultancy processes have the purpose of analyzing and diagnosing an organization, unit or an object of discourse in general. The target is to assess the state or certain attributes of the entity. The usual technique to do so in an organizational environment is to interview the stakeholders and to synthesize the result of those. Thus, the process of this assessment-like consulting is decomposed into seven steps.
In our approach to digitize such an assessment-like consulting, we aim to a computer-executed consulting (CEC) service. CEC describes consulting services that are entirely run fully managed by a software system, without an involvement of a consultant. Thus, the consultant is replaced by the digital service. However, this only applies to the execution. In respect to designing and configuring such a service, it is still the consultant with his domain knowledge that is in the lead. S/he builds such a service that is now driven by automation.
The self service process is a digital transformation of the traditional assessment process.
AWSi PROTOTYP OF A CONSULT-YOURSELF SERVICE SOFTWARE
The back end is built on Node.js and Express.js which represents the web server. We decided to build the front end using Google’s Angular2, since the already released beta version is stable and developers can expect that no major code breaks will occur from Angular2 beta to final release.
The prtotype can be seen as a first step towards the digital transformation of the audit / assesssment as a traditional consulting service.
A customer can, depending on his identified requirements, select a type of assessment s/he is planning to perform. After selecting the assessment which appears to provide the best results and most valuable insight, the customer can purchase the audit. After purchasing the audit the customer is able to conduct the audit online whenever he wants to. There is the possibility to invite colleagues or employees to conduct the audit.
While answering the questions of the audit there is always the possibility to contact the responsible consultant. If all relevant persons have conducted the audit, the customer gets a detailed report with the results. If there is demand for consulting above, the responsible consultant can be contacted via the portal.
Through the Consult Yourself Service platform a consultant has the opportunity to create standardized audits about specific problems and processes which can be conducted by the customer autonomously. In order to do this s/he logs in and creates a detailed questionnaire per audit whose answer enables the evaluation of the respective business processes. The consultant allocates different parameter for every question which enable the automatic evaluation of the results.
The conduct of the audit is undertook by the customer. The consultant is only available for questions. The consultant also does not have to worry about the evaluation of the audit as it is created automatically. In addition to that the consultant can offer individual consulting services based on the results of the audit to the customer.