Table of Contents

About the Authors ix

Acknowledgments xv

Preface xix

Chapter 1 The Role and Importance of Internal and External Consulting 1

Chapter 2 Organizing the Consulting Practice to Deliver Value 37

Chapter 3 Managing the Consulting Practice to Deliver Value 81

Chapter 4 Controlling Costs and Enhancing Value 117

Chapter 5 Utilizing the Consulting Scorecard for the Practice 153

Chapter 6 A Logical Approach to Measure Impact and ROI for Projects 175

Chapter 7 Developing Powerful Objectives at Multiple Levels 217

Chapter 8 Aligning Projects to the Business 233

Chapter 9 Planning the Evaluation 253

Chapter 10 Methods of Data Collection 269

Chapter 11 Data Collection at All Four Levels 315

Chapter 12 Isolating the Effects of Consulting 341

Chapter 13 Converting Data to Money 371

Chapter 14 Tabulating Project Costs and Calculating ROI 409

Chapter 15 Reporting Results to Key Audiences 439

Chapter 16 Call to Action 479

Notes 485

Index 489

About the Author

JACK J. PHILLIPS, PHD, is a world-renowned expert on accountability, measurement, and evaluation. Phillips provides consulting services for Fortune 500 companies and major global organizations.

DR. WILLIAM D. TROTTER, is an internationally recognized expert in the areas of strategic planning, process and organizational transformation, and creating high-impact internal consulting capabilities.

PATRICIA PULLIAM PHILLIPS, PHD, president and CEO of ROI Institute, is an internationally recognized consultant in measurement and evaluation. Her clients span over 60 countries and include global corporations as well as government, non-profit, and non-governmental organizations.