Page 1 of 15

IIFT
GloBank & Flynn
Fuller
Evaluating the Consultants

Snehashis Sen (25) EPGDIM 10-12





The Case is about sudden situations in business that
can endanger a successful relationship between two
symbiotic business units. It emphasizes the importance
of constantly revisiting all the business relationships
that exist and finding ways of improving the value
offered. Jnly thing that is permanent in business
relationships is CHANGE.
Page 2 of 15

EXECUTIVE SUMMARY
The case on is about GloBank & its
Consultant - Flynn Fuller. Both have a long
standing professional relationship between
them & have trusted each other during the
period.

GloBank
Financial Sector Service provider.
Facing a crisis situation as a result
of recession & the Twin Tower attack.
Consecutive second year of dip was on
the cards. Stock prices were at a 15
year low.
New CEJ, Mr. Frank Maloney who joined
GloBank about 2 months back is
currently understanding the
organization & its functioning. He is
a veteran of 40 Years & has
successfully bailed out organizations
of similar situations in the past.
Bill Holland is one of the divisional
presidents for Globank.
CEJ, Frank Maloney wants to cut down
on the expenses part & has ordered
each of his divisional directors
(including Bill) to arrange for a
Page 3 of 15

meeting with all the consultants
wherein they would have to prove their
worth to GloBank in wake to the
current situation.

lynn :ller
Consultant for GloBank. Revenues of $
500 Mn last year. Banking sector
contributes about 10% of the total
portfolio.
Facing a tough time for the past two
year due to the slowdown in the
client's industries. Current fiscal
has already seen a downturn of 20%
YJY.
Jeff Patterson is the person
responsible for providing services to
GloBank. Also Jeff is a close friend
of Bill Holland, both of whom share a
good space both in & out of the
office.
Jeff has 5 core members of his team
along with him who will share the
stage on the day of the presentation.
They are

> Alexandra Manning - Principal
Consultant at Flynn Fuller.
> Mark Tannenbaum - Project
manager.
Page 4 of 15

> John Castle - The head of
Business development.
> Jane Mccreary - Practice's
director of Service Development.
> Jim Whalen - The practice's
marketing director CEJ

Flynn Fuller was about to get a
project for $1,5Mn from GloBank, when
the dictate from the new CEJ acted as
a speed breaker.
Jeff's current assignment is to draw
out a strategy for the presentation to
be made to Frank Maloney. The problem
that Jeff faces is that Frank as a
person is new to both him & Bill
Holland. Jeff is not sure as to what
would be the best way to present his
case in front of Frank.

The following section will outline the
Problem Statement with respect to the past
& the present situation in the case and try
to provide the guidelines necessary for
formulation of the alternatives. Jbjective
of the case will be decided based on the
past & the present outlook of the case.
The case analysis will next evaluate the
various possible approaches that Jeff & his
team can adopt to convince Frank about the
worth of continuing with Jeff & his team.
Page 5 of 15

The analysis will first postulate all the
possible alternatives that Jeff can
possibly use & then go about selecting the
best one within the lot. Reasoning for the
same will be outlined and same shall be
elaborated under the recommendation part.

PRJBLEM STATEMENT
Past outlook:
Jeff Patterson (Flynn Fuller) and
Bill Holland (GloBank) were good
friends & the former was providing
consulting services to the latter in
the area of financial services.
Globank had used the services of
Flynn Fuller for the past many years
to good effect & had benefited from
it. Flynn Fuller also had complete
faith in GloBank to the extent that
it never tried to diversify its
customer base to other players in
the same field. It was confident
that any business opportunity with
GloBank will be directed towards it
and that GloBank is its permanent
customer.


Page 6 of 15

Present situation:
There exists a strong financial
turmoil in the industry & GloBank is
suffering from it. Its profits are
declining and it is under strong
pressure to curtail its expenses.
The company has a new CEJ, who has
issued a notice to all the directors
to curtail the excess expenses
specifically pointing towards the
consultants being employed. Now
Flynn Fuller who had been provided
consulting services to the bank for
last several years is under pressure
& Jeff who heads the division has to
give a presentation to Frank (CEJ)
on the value that his consultancy
can bring to GloBank.








JBJECTIVE - FUTURE
JRIENTATIJN
Page 7 of 15

Jbjective of the case can be further
elaborated under two subheadings viz
objectives of GloBank & that of Flynn
Fuller

GloBank
To maximize the value for money spent.
This can be done by
Reduce the expenses made (E.g.:-
Jn the consultants) or
Increase the profitability by
sourcing quality consultants.


lynn :ller
To ensure that the business
relationship with GloBank is
maintained. This can be achieved by
convincing the new CEJ, Frank Maloney
about the value that Flynn Fuller can
bring to GloBank's operations.
Jeff has to decide on what line he
intends to choose to drive home the
point to Frank. He has about five core
group members who along with him have
to decide on the most suitable
alternative amongst the many options
available. Each member had his own
views & Jeff has to select the best and
the most convincing line of action that
will prove the net value of investing
Page 8 of 15

in Flynn Feller. The alternatives that
are available with Jeff & his team are
outlined below







ALTERNATIVES AT HAND - FLYNN
FULLER

#eflecting on past performance
Presenting the benefits of the past
performance & results is the first & the
most natural strategy that comes to mind.
Globank had benefited in the past on
account of its association with Flynn
Fuller. Jeff's team has a positive point
here & they can usher out some of the
success stories from the past. They can
also reflect back on the fact that some of
their best ideas were not implemented in
the past may be due to circumstantial
conditions but the same had played a
pivotal role in decision making Thus both
the actual & the potential benefits can be
highlighted to the new CEJ.
Page 9 of 15


B #elationships Selling
Jeff's team can stress on the good long
time relationship that Flynn Fuller had
with GloBank. Jeff & Bill were good friends
both on & off the field and that such
relationships can be utilized. Also Frank
Maloney lll, the new CEJ must have a strong
network having worked for so many years.
Common friends & well wishers can be found
who can build the trust that was needed.
Jeff can ask Bill to join the presentation
and give his views on the past experiences
of working with Flynn Fuller. The impact of
Bill Holland's giving a firsthand
experience of his association with Jeff &
his team should be more reassuring for
Frank Maloney.


C perience & talent pool
Jeff's team can stress on the fact that
they have one the better talent pools in
the industry with rich experience of the
financial sector. Using such a talented
team they can present to the new CEJ some
expected trends in the financial sector.
This can relate the expertise possessed by
Jeff's team with the expectations of
GloBank.

Page 10 of 15



!rocess orientation & training
At Flynn Fuller process adherence is given
importance. This ensures consistency in the
operations & repetitive delivery of
expected standards. The training programs,
the capacity building etc can be promoted
in the presentation. This is a very
important aspect of the consultancy
business & experienced Managers like Frank
Maloney can easily understand the
importance of the same. Stressing on this
part can be crucial as far as Flynn Fuller
is concerned.


-ectivity & acco:nta-ility
The presentation can also be aimed at
introduction of the objectivity &
accountability. Under this method Flynn
Fuller can propose to sign a contract with
GloBank, assuring it that the full payment
for its services will be based on the
certain measurable criteria. Certain part
of the consultancy charges can be fixed &
the remaining part can be directly linked
to the measurable part. Jnly if the
services offered are of the expected value
to GloBamk, the variable payment will be
made. This kind of arrangement will provide
Page 11 of 15

the much needed reassurance to GloBank &
Frank & will be very transparent.

eeping it open
Instead of being strict on the format of
the presentation, Jeff & his team can leave
the forum open ended. Strategically Jeff's
team should prepare well on both the past
performances & Future strategies & not to
mention the process & talent part of the
team. The focus during the initial overview
should be on the value Flynn Fuller can
bring to GloBank. A brief overview on the
same can be provided to Frank (CEJ) & then
after judging his inclination &
requirements can stress on the aspects that
relate most to the moment. This is due to
the fact that Frank as a person is still
not known to Jeff & his team & going about
the presentation with some pre conceived
notion can be self destructive. Thus a
flexible approach can be adopted.



RECJMMENDATIJNS

Based on the facts of the case the
following facts are worth noting
Page 12 of 15


Frank has a in depth experience of the
Financial Industry & has been in such
situations in the past.
Relationship selling was an important
factor in the long lasting association
b/w both the organizations. This factor
is not the same as far as Frank is
concerned.
Frank is a stranger as far as Jeff &
his team is concerned & its difficult
to predict his line of thinking.
Jnly thing that is known about the
meeting is that Frank wants to
understand the value that the
consultant would provide to GloBank's
business.

Keeping the above facts in mind, it is
recommended to keep an Open & Flexible
approach to the presentation. Jeff's team
should not be fixed on a single point
agenda while presenting his case to Frank.
Doing so might catch them off guard.
The objective of the presentation that is
to be made to Frank should be to match the
needs (of GloBank) with the solutions
offered (by Flynn Fuller). The needs are
hidden in the strategy that Frank has
prepared over the two months that he has
spent in GloBank. Presuming that strategy &
Page 13 of 15

presenting the case based on the
presumption can be a big pitfall that Jeff
& his team should avoid.
The idea should be to provide an initial
glimpse of the value that Flynn Fuller can
lend to GloBank in order to tide over the
current turmoil & in the process judging
the orientation of Frank's mind.




Initially the general value proposition
should be outlined. This can be
substantiated on the basis of the past
successes & the current talent pool
available with Jeff. But at the same time
Jeff & his team should be well prepared on
all the aspects viz
Past achievements
Industry references & testimonials from
other clients
Future outlook of the Financial Sector
Proposed action plan for GloBank
RJI of employing Flynn Fuller.
While presenting the value proposition to
Frank (CEJ), Jeff should try to assess the
situation & stress on the part that the CEJ
could most relate to. In case Frank seemed
to be more interested in the systematic
approach to any problem then the process
Page 14 of 15

orientation of Flynn Fuller should be
stressed upon. Similarly in case Frank
showed more interest on the analytical
part, then the talent pool should be
stressed upon.
Economic Value Estimation model should be
used to present the positive differential
value that Jeff & his team can bring in for
GloBank.

Following such a strategy would ensure that
Frank gets to know exactly what he is
looking for in the consultants. This surely
will be the safest bet for Jeff & his team
considering the uncertainty that is
prevailing with respect to the meeting.

For being ready for such a strategy, Jeff &
his team has to be well prepared in all the
aspects mentioned in the Analysis of the
Alternatives - Flynn Fuller. Each member
Page 15 of 15

of the core team can be handed over to
prepare on the topic of his / her expertise
& be ready with the facts & figures. After
highlighting the initial value proposition,
Frank's requirements should be judged & the
appropriate topic should be stressed upon
as per the situation.

The chances of failure of such a strategy
will be minimal as Jeff will be presenting
exactly what Frank would expect & the
session would be an interactive discussion
rather than a one way presentation.