Operations consulting, also referred to as operations management, is defined as advisory and/or implementation services that improve a company’s internal operations and performance in the value chain. Operations management consulting projects create more effective client operations by advising on and supporting with the implementation of changes to target operating model, functional business processes, management systems, culture and other elements part of the value chain.
The market for operations consulting and management services consists of eight disciplines: Organizational Operations, Sales & Marketing, Supply Chain, Sourcing & Procurement, Finance, Business Process Management, Research & Development and Outsourcing.
Organizational Operations focuses on improving the performance of all aspects that support the organization’s structure; including organization design, governance (across functions and departments), roles and responsibilities, and employee performance. Typical activities relate either to the implementation of organizational strategies, such as workforce optimization or the redesign of employee roles, or are prompted by an event or crisis situation, such as a merger or a transition as part of a broader corporate restructuring effort.
From a functional perspective, operations consulting aims at boosting the processes, ways of working and underlying systems across a broad range of areas, of which Sales & Marketing, Supply Chain, Sourcing & Procurement, Finance and Research & Development are the largest areas in terms of size. Sales looks into how sales operations can be improved, including boosting channel management, professionalizing the level of customer support (i.e. from call centers to specialized helpdesks) and advancing engagement with clients, commonly referred to as customer relationship management (CRM). Other areas that fall under Sales include the optimization of account & promotion management, Sales & Operations Planning (S&OP), and improving workforce effectiveness. Marketing encompasses, among others, the fields of customer & market research, marketing intelligence, product design & engineering, category management and customer experience & loyalty.