Harvard Case - Sherif Mityas at A.T. Kearney: Negotiating a Client Service Predicament (A)
"Sherif Mityas at A.T. Kearney: Negotiating a Client Service Predicament (A)" Harvard business case study is written by Ashish Nanda, Kelley Morrell. It deals with the challenges in the field of General Management. The case study is 13 page(s) long and it was first published on : Dec 16, 2003
At Fern Fort University, we recommend Sherif Mityas leverage his negotiation skills and strategic thinking to secure a mutually beneficial agreement with the client, ensuring the project's success while upholding A.T. Kearney's reputation and values. This approach involves a combination of strategic planning, communication, and stakeholder management to navigate the challenging situation.
2. Background
This case study focuses on Sherif Mityas, a consultant at A.T. Kearney, facing a difficult situation with a client, 'The Company.' The client, dissatisfied with the initial project delivery, demands a significant discount and threatens to terminate the contract. This predicament highlights the importance of client service and project management within a consulting firm.
The main protagonists are Sherif Mityas, the consultant responsible for managing the project, and the client representative, who is dissatisfied with the project's progress.
3. Analysis of the Case Study
This case study can be analyzed using several frameworks:
SWOT Analysis:
- Strengths: A.T. Kearney's strong reputation, Sherif's negotiation skills, and the potential for project success with further effort.
- Weaknesses: The initial project delays and the client's dissatisfaction.
- Opportunities: Negotiating a mutually beneficial agreement, improving project management processes, and strengthening the client relationship.
- Threats: Losing the client, damaging A.T. Kearney's reputation, and jeopardizing future business opportunities.
Porter's Five Forces:
- Threat of New Entrants: High, as the consulting industry is competitive.
- Bargaining Power of Buyers: High, as clients have many options and can easily switch consultants.
- Threat of Substitutes: High, as alternative solutions exist for the client's needs.
- Bargaining Power of Suppliers: Low, as consultants are not dependent on specific suppliers.
- Rivalry Among Existing Competitors: High, as many consulting firms compete for clients.
Stakeholder Analysis:
- Key Stakeholders: Sherif Mityas, the client representative, A.T. Kearney management, and the project team.
- Stakeholder Interests: Sherif seeks to maintain his reputation and ensure project success. The client wants a successful project and a fair price. A.T. Kearney management wants to retain the client and protect the firm's reputation. The project team wants to complete the project successfully and receive recognition.
4. Recommendations
Negotiate a mutually beneficial agreement: Sherif should engage in open and honest communication with the client, acknowledging their concerns and seeking a compromise. This can involve offering a partial discount, extending the project timeline, or providing additional services to compensate for the initial delays.
Implement a comprehensive project management plan: Sherif should work with the project team to develop a clear and detailed project plan, outlining timelines, milestones, deliverables, and communication protocols. This plan should be shared with the client to ensure transparency and manage expectations.
Prioritize client satisfaction: Sherif should focus on exceeding the client's expectations by providing excellent service, addressing their concerns promptly, and ensuring their satisfaction throughout the project lifecycle. This proactive approach can help rebuild trust and strengthen the client relationship.
Leverage A.T. Kearney's resources: Sherif should seek support from senior management and other experts within A.T. Kearney to navigate this challenging situation. This could involve leveraging internal expertise in project management, negotiation, and client relations to ensure a successful outcome.
5. Basis of Recommendations
These recommendations are based on the following considerations:
- Core competencies and consistency with mission: A.T. Kearney values client satisfaction and delivering high-quality services. These recommendations align with these core values and ensure that the firm maintains its reputation for excellence.
- External customers and internal clients: The recommendations prioritize the client's needs while also considering the interests of the project team and A.T. Kearney management.
- Competitors: The recommendations aim to differentiate A.T. Kearney from competitors by demonstrating a commitment to client satisfaction and problem-solving.
- Attractiveness: The recommendations are likely to lead to a positive outcome for all stakeholders, including a successful project, a satisfied client, and a strengthened relationship with A.T. Kearney.
6. Conclusion
Sherif Mityas can successfully navigate this client service predicament by adopting a strategic approach that prioritizes open communication, negotiation, and client satisfaction. By leveraging A.T. Kearney's resources and implementing a comprehensive project management plan, Sherif can ensure the project's success while maintaining the firm's reputation and fostering a strong client relationship.
7. Discussion
Other alternatives include:
- Terminating the contract: This option would be detrimental to A.T. Kearney's reputation and could lead to financial losses.
- Accepting the client's demands without negotiation: This would set a precedent for future clients and could undermine A.T. Kearney's pricing strategy.
Key risks and assumptions:
- Risk: The client may not be willing to negotiate or may terminate the contract despite Sherif's efforts.
- Assumption: Sherif possesses strong negotiation skills and can effectively communicate with the client.
8. Next Steps
- Immediate Action: Sherif should schedule a meeting with the client to discuss their concerns and explore potential solutions.
- Short-Term: Develop a revised project plan with clear timelines, milestones, and deliverables.
- Long-Term: Implement a system for proactive client communication and feedback to prevent similar situations in the future.
By taking these steps, Sherif can successfully navigate this client service predicament and demonstrate A.T. Kearney's commitment to client satisfaction and project success.
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Case Description
Sherif Mityas, recently promoted as project manager at A.T. Kearney, faced a client service challenge in his very first project experience. Mityas had been working closely for six weeks with the management team of the U.S. subsidiary of a Japan-headquartered consumer products company to identify ways to turn around the U.S. operations. Following the midproject status meeting, executives from the Japanese parent company made an unexpected request that placed Mityas in a quandary. Mityas related the situation: "At the conclusion of the midproject meeting, I felt confident that we had made solid recommendations about turning around the U.S. operations, but the Japanese parent company executives made a difficult request. They wanted us to evaluate the ability of the U.S. management team to carry out the turnaround. U.S. management had been instrumental in our being able to understand and analyze the situation comprehensively, and we would need their cooperation for our future work to be meaningful. If they came to know that we were simultaneously evaluating them, we could lose their trust--but, then, the Japanese executives represented the client. I didn't know how to proceed."
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