Project Experience

Process Consulting

Client Situation
In an effort to enhance the effectiveness of its overall competitive intelligence process, a health services company asked Fuld & Company to provide an objective assessment of its existing CI strengths and weaknesses. Specifically, the client asked us to a) diagnose its current competitive intelligence efforts to identify areas that could benefit from immediate improvements, and b) provide initial guidance on the level of effort required to develop and implement the competitive intelligence organizational plan and template.

Fuld Approach
To accomplish this task, we used a four-phase approach that involved primary interviews with key CI staff, contributors, and executives throughout the company. The phases included: 1) a review of existing CI procedures; 2) an evaluation of CI impact on executives; 3) an evaluation of CI contributors; and 4) our overall assessment and recommendations.

Benefits and Implications
Through this diagnostic process, our client was made aware of several weaknesses in its existing CI process, which included insufficient staffing and a lack of attention to the strategic needs of the executives. Subsequent to our engagement, the client conducted a full Needs Assessment phase to uncover the strategic needs of the executives, in the form of Key Intelligence Topics (KITs). Now staffed appropriately, the CI team has been able to focus its attention on addressing the KITs. This has resulted in a better understanding of competitor intentions and an ability of the executives to make better and more timely decisions relating to e-commerce relationships, affordability solutions, and provider system organizations as well as a host of near-term tactical applications. For more information about CI process consulting in the healthcare industry, contact either Robin Kirkby at rkirkby@fuld.com or Anthony Nagle at tnagle@fuld.com.