Professional Standards英文版).ppt

bc ProfessionalStandards March1998 Author PeterAman Contributors BarbaraBjornson LairdReed Copyright 1998Bain Company Inc Agenda ComplianceandIntroductionPoliciesCasesSourcesofadditionalinformation Agenda ComplianceandIntroductionPoliciesCasesSourcesofadditionalinformation ProfessionalStandardsCompliance Failuretofollowdescribedpolicieswillresultinsignificantpenalties uptoandincludingimmediateinvoluntarytermination PolicyAreas Protecting sharingclientinformation Competitordatagathering Exclusivityandclientconflict Harassmentanddiscrimination Insidertrading GeneralandExpensePolicies PolicyAreas Whatasetofworldwideprofessionalstandards capturedinclientservicepolicystatements whichreinforceourcommitmenttoactingwithintegrityandhonestyspecificguidelines capturedinclientservicepolicystatements fortrickysituationswherethereistensionbetweendoingthebestfortheclientanddoingthe right thing orbetweenneedsofmultipleclientsagroupofpeopleinthecenterandinlocalofficesdedicatedtointerpretingandapplyingthepolicies ProgramDescription 1of4 WhyBain sreputationandsuccessultimatelydependsonittoensurethattheinstinctivereactiontoatrickysituationisgenerallytherightonereinforceafirmwidecommitmentto doingtherightthing reinforceaculturewhichembodiesintegrityandhonestythatwecanallbeproudofprovideabusinessenvironmentconsistentwithfirmmanagementandemployeesvaluesProtectionfromlawsuits ProgramDescription 2of4 Whoeveryindividualemployee embodiesourprofessionalstandards thoroughlyunderstandsthemandappliesthemconsistentlyandcomprehensivelylocalofficeProfessionalStandardsProgramManager interprets counsels providesfeedbacktootherofficesandtheCenterProfessionalStandardsProgramDirector PeterAman centralresourcetomanageimplementationofprogramandassistdrivingofcontinuedprogramdevelopmentandimprovementProfessionalStandardsProgramOfficerandCoordinator ColinAnderson BarbBjornson centralresourcetofurtherdevelop refine andinterpret mechanismformediationManagement reinforce actively interpret apply provideincentives disincentives ProgramDescription 3of4 Howthroughlocalresources ProfessionalStandardsManagerscoordinatedwiththeCenter worldwidetrainingforalllevelsrolemodelingattheteamlevellocalcommunicationsandmarketingcoordinatedbythecenter e g intranet internal externalmarketingincentivesanddisincentivesBVU ProgramDescription 4of4 Agenda ComplianceandIntroductionPoliciesCasesSourcesofadditionalinformation ProfessionalStandardsPolicies ProtectingandsharingclientinformationCompetitordatagatheringExclusivityandclientconflictHarassmentanddiscriminationInsidertradingGeneralandExpensePolicies clientidentityclientinternaldataproprietaryinsightspurchasedstudies permissionmaybeoverarchingatcasestart presentationsproposalsback upinformationsuccessstories generalinsightsgeneraldevelopedinformationpubliclyavailableinformation Information Whichcanandshouldbeshared Whichshouldbesharedoncesanitized Cannotbesharedwithoutexplicitpermissionfromtheclient Noconfidentialorproprietaryinformation includingtheclient sidentityandcharacteristicsoftherelationship providedbyorobtainedfor aclientmaybegiventoanyoneoutsidethecaseteam InformationwhichisneitherproprietarynorconfidentialmaybesharedonlywiththeexpressapprovalofaBainpartnerontheoriginatingcase andinmanycases theclient Protecting SharingClientInformation Guidelines WhenclientinformationisprovidedtoacompetingcaseteamorwithinaPracticeArea thematerialmustbesanitizedbyoratthedirectionoftheOperatingVPwhoisthenalsoresponsibleforapprovingthefinalproductWhenclientinformationisprovidedtoanon competingcaseteam theprocessofsanitizingtheinformationmaybedonebyoratthedirectionoftheVPaskingfortheinformationbuttheOperatingVPisresponsibleforapprovingthefinalproduct Sanitizing ordisguising clientinformationandapproving disapprovingcommunicationoftheinformationistheresponsibilityoftheOperatingVPwhodidtheworkaccordingtothefollowingguidelines Protecting SharingClientInformation DisguisingInformation Doesthedevelopedinformationdependheavilyonclientproprietarydata input information Sourcedatahighlyproprietary notpublic Sourcedatareliantonclientinputandorinvolvement e g clientinterviews Didclientpayasignificantportion e g x or x ofthecostofBain svalue addedindevelopingtheinformation i e insightpaidforbyoneclient notmany Wouldsharingtheinfopassthe SunshineTest Wouldsharingtheinfopassthe SunshineTest SanitizeInformationandShareit InformationMayNotbeSharedWithoutClientPermission InformationShouldbeShared Protecting SharingClientInformation DecisionRulesforDevelopedInfo Copyrightpermitting ProtectingandSharingClientInformation PolicySummary ExternalReportsArticleorreportname date author etc NewsormagazinearticleLiteraturesearchReportpurchasedbyBain notclient BainPresentationsMethodologySlidesWorkplansIndustryoverviewdataStrategicinsights iftheinsightsweredevelopedovermanyclientsandnotjustone e g lessonslearnedfromaretailcustomersegmentationcase Strategicinsights iftheinsightsweredevelopedforjustoneclient e g asequencingalgorithmfortwoautomanufacturers InternalclientdataClientresearch dataReportpurchasedbyclientAstudyconductedbytheclientAdataspreadsheetfromtheclient X X X X X X X X X X X X X Informationthatcanandshouldbeshared Clientapprovalbeforesharinginformation Informationmustbedisguisedbeforesharing SubjecttoOperatingVPapproval ThegreatestamountofthehighestqualityinformationAtthelowestpossiblecostforourclientWiththehigheststandardsofprofessionalconduct andtradeoffswillalwaysberesolvedinfavorofbusinessethicsoverdatacollectionconvenience CompetitorDataGathering Objectives Clientconfidentialitymustbeprotected neverrevealclientnamewithoutVPandclientapprovalAllstatements writtenorverbal mustbetrue LyingisneveracceptableunderanycircumstancesRefusingtoanswerquestionsispreferabletolyingBainEmployeescannotmis representthemselves thefirm nameortypeofenterprise orthetypeofresearchtheyareperforming CompetitorDataGathering Policies 1of4 Interviewrespondentscanbepromisednon sensitiveresultsofresearchonlyifsuchresultsarefurnishedasdescribedandpromisedNocompanymaybecontactedbyacaseteamforacompetitorinterviewwithoutexpressapprovalfromaVPonthecase topreventinadvertentlycallinganotheroffice s team sclientbymistake CompetitorDataGathering Policies 2of4 OnlyVPsmayapprove signwrittenstatementswhichdescribeforcompetitorinterviewtargetsthepurposeofthequestionsorthedestination limitationsontheuseoftheresultingdataNon managementemployeesmaybecontactedonlywithexpressapproval fromaVPonthecase Wheninterviewingsomeonecurrentlyassociatedwithourclientwhopreviouslyworkedforacompetitorofourclient Bainstaffshouldclearlycommunicatethatweexpectthemtohonortheirconfidentialitycommitmentstotheircurrent orprevious employerwearespecificallyaskingthemtoavoiddivulginganyinformationwhichisproprietaryorshouldbeconsideredconfidentialweareonlyaskingforinformationthattheyarecomfortabledivulging CompetitorDataGathering Policies 3of4 InnocircumstancesmayaBainemployeeofferanykindofmonetaryornon monetaryincentiveforthepurposeofgatheringinformationBainemployeesareresponsiblefortheactionsofthosetheydirectlyorindirectlysuperviseOverarchingtestofanydecisionisalwaysthe SunshineTest whethertheactionstandsupunderscrutinybyanobjective3rdparty oronthefrontpageoftheWallStreetJournal CompetitorDataGathering Policies 4of4 Howdowerepresentourselves Iam yourname ofBainwouldyougivemesomeinformationIam yourname abusinessschoolstudentBain Company amarketresearchfirmamarketresearchfirm AlwaysAcceptable AcceptableOnlywithVPandoftenclientApproval AbsolutelyProhibited X X X X X X X X CompetitorDataGathering Guidelines 1of3 Howdoyourepresenttheclient nomentionindustryofclientareaofinteresttoclientclientnameanythingelseWhatorganizationsdowecontact customersindustryassociationssupplierscompetitorssecurityanalysts AlwaysAcceptable AcceptableOnlywithVPandoftenclientApproval AbsolutelyProhibited X X X X X X X X X X CompetitorDataGathering Guidelines 2of3 Whointheorganizationdowecontact seniormanagementmiddleandjuniormanagementnon management laborandclerical Areincentivesappropriateforgatheringinformationmoneyothernon monetaryrewards AlwaysAcceptable AcceptableOnlywithVPandoftenclientApproval AbsolutelyProhibited X X X X X CompetitorDataGathering Guidelines 3of3 Bain Companyisdedicatedtohelpingourclientsachieveoutstandingresults Assuch weprideourselvesonhavingthemostrigorousstandardsintheconsultingindustrywithrespecttoconfidentiallyandconflictofinterest Confidentialityofdata OurgoalisabsoluteprotectionofproprietaryclientdataRigorousinternalpoliciesandprocedures Assignmentexclusivity Bain Companywillnotacceptaclientassignmentworldwidewhereinourjudgmentsuccesswouldcauseanexistingclientassignmenttofail Undermanycircumstances thispermitsBaintoservetwocompetitorsinanindustry However thiswilloftenrestrictstaffingandtheofficeinvolved Toourknowledge nootherleadingconsultingfirmoperatesastandardthisrigorous ExclusivityandClientConflict PolicySummary 1of2 Formal performancepartnership Whereappropriate weaspiretoagreetoformal performancepartnerships withourclients aimedatcreatingsustainedexceptionalclientresults Sucharrangementsareentirelyatthebehestofourclients A performancepartnership relationshipisinnowayarequirementbyBain Company InternalBaingatekeeper AmemberoftheBain CompanyworldwidePolicyCommitteeisdesignated internalgatekeeper toensureanyissuesrelatingtopossibleconflictofinterestareresolvedinamannerfullyconsistentwithBainpoliciesandclientinterests Peopleexclusivity Individualswhoareinvolvedinstrategyworkforaclientarerestrictedfromdongstrategyworkforadirectcompetitorforaminimumperiodfollowingtheendofanassignment typicallyonetotwoyearsforseniorindividuals ExclusivityandClientConflict PolicySummary 2of2 HarassmentandDiscrimination PolicySummary Noemployeeshallthreatenorinsinuateanyadverseeffectswhatsoeveronanotheremployeewhoisrefusingtosubmittosexualadvances Noemployeeshallengageinsexuallyharassingbehavior includingpropositions sexualcomments sexuallydegradingterms orthedisplayofworkplacedecorations whichcouldpossiblyoffendanotheremployee Noemployeesshallcreateanoffensiveorintimidatingworkenvironmentorexperiencebywords acts jokes threats orprintedmaterialswhichdemeanorshowhostilitytoanindividualrace color religion gender nationality age sexualorientation ordisability Ourpolicyoninsidertradingprovidesthegreatestprotectiontobothindividualemployeesaswellastothefirm designedtopreventanyviolationsofsecuritieslaws inadvertentorotherwise aswellastoavoidtheappearanceofimproperconductonthepartofanyoneemployedatourfirm Youareprohibitedfromtrading andfromtippingotherstotrade inacompany sstockwhen youknowmaterial non publicinformationaboutacompany orthecompanyisaBainclient andappearsonBain sRestrictedList orthecompanyisotherwiseassociatedwithBainoraBainclient andappearsonBain sRestrictedList IftradingoutsidetheU S youareexpectedtoadheretolocallaws however evenifthereisnolocalprohibitionon insidertrading tradinginthestockofaBainclientisnotpermitted InsiderTrading PolicySummary 1of2 The RestrictedList ofcompaniesinwhichemployeesmaynottradeismaintainedbyLocalControllers CorporateTreasuryandpossiblytheseniorLibrarianineachlocaloffice Ifyouownasecurity youmaysellthesharesimmediately assumingnoissueofinsiderinformation orholdtheshares eitherina blind trustoruntil3monthsafteryouleaveBain inrarecircumstancesandonlywiththeapprovaloftheCenter youmaybeabletosellasecurityontheRestrictedListwithinaprescribedwindowTheconsequencesofinsidertradingviolationscanbestaggering civilfinesupto3timestheprofitgainedorlossavoidedbythetradingcriminalfines nomatterhowsmalltheprofit ofupto 1millionliabilitytothosedamagedbythetradingtheappearanceofimproperconductcanhaveaveryseriousimpactonBain sbusinessandfinancialresultssanctionsuptoandincludingterminationofemploymentforcause InsiderTrading PolicySummary 2of2 GeneralandExpensePolicies Employeesmaynotviolateanycriminalorcivillawsorregulations federal state orlocal aspartofanyworkforBain Companyoritsclientsnormaytheyrecommend eitherseriouslyorinjest thattheclientviolateanycriminalorcivillawsorregulations Bain CompanyletterheadmayonlybeusedforBain Companybusiness Employeescannotacceptgiftsorpaymentsfrom3rdpartyvendors exceptthosegenerallyacceptedinthebusinesscommunity e g frequentflierawards EmployeescannotuseBainorBaingeneratedcontactstopromoteorsellproductsofcompaniesinwhichtheyhaveamaterialinterest GeneralPolicies EmployeesmustfollowExpenseStandardstodeterminereimbursableexpenses ExpensePolicies Agenda ComplianceandIntroductionPoliciesCasesSourcesofAdditionalInformation Whiletalkingsociallywithafriendwhoisworkingforadifferentclientinthesameindustryasyourclient telecommunications yourfriendmentionsthathermanagerhasjustapprovedthepurchaseofa 4 000industryreport This200pagecomprehensivedocumentisfromaresearchfirmandhasmuchofthedatathatsheneedstocompleteheranalysis Shethinksitmightbehelpfultoyourcaseteam Youbelievethisreportcontainsmuchofthedataandanalysisthatyouwouldneedforyourownanalysis Yourfriendhasacopyofthereport and asitcontainsnoprivateorconfidentialdatafromherclient sheasksifyouwantacopy Additionally sheoffersyouanumberofgeneralarticles webpages andliteraturesearchesontheindustrythatmightbeofsomeusetoyou Situation Complication Cross TeamSharingofExternalDataSources 1of3 Canyouphotocopypartsofthe 4 000reportthatherBaincaseteampurchased Canyouusethepubliclyavailablearticles webpages andliteraturesearchesyourfriendhasfoundeventhoughsheconductedthesearchontimethatwasbilledtoanotherclient Questions Cross TeamSharingofExternalDataSources 2of3 IfBain notoneofitsclients paidforthereport theinformationcanbesharedwithinBain However youshouldcheckwiththeBainlibraryandtheresearchfirmthatpublishedthereporttoensurecopyrightlawswillnotbeviolated IfaBainclientpurchasedthereport Bainmustsecuretheapprovalofthatclientinordertosharethereportwithanotherclient checkwithyourVP Typically thetwoclientswillsplitthecostofthereport Again youshouldcheckwiththeBainlibraryandtheresearchfirmthatwrotethereporttoensurecopyrightlawswillnotbeviolated Publiclyavailablearticles webpages andliteraturesearchescanbesharedwithyouwithapprovalofthemanageronthecase checkwithhim herfirst Answers Cross TeamSharingofExternalDataSources 3of3 WhileresearchingthebenchmarkingworkthatBainhasdoneforitsclientsintheutilitiesindustry youfindacasethatcontainsaninternalandexternalBDPforacompetitorfromanothercountry AcasesummaryexistsonBRAVAbutitdoesnothaveanyofthebackupdatathatwouldbehelpfulinyoureffortstobenchmarkthecompetitorsofyourclient ThoughthecasewasdisguisedinBRAVAitappearsthatsomeofthebestpracticesareinternaltotheBainclientforwhomtheworkwasperformed AslidethatlistssourcesintheBRAVApresentationshowsthatmuchoftheinformationthatwascollectedforthecompetitorsisfrompublicsourceslikeOSHA theEPA andvariouslocalnewspapers However thereisdetailedcostinformationontheoldclientthatcamefromtheirfinancedepartmentaswellasaninternalreportthattheclient soperationsgroupconducted independentofBain ontheircompetitors machinerymaintenancecosts Toensuretheaccuracyofyouranalysisandtosavetime youproposetoyourcaseteamleaderthatyouintegratemuchofthedatafromthepreviousBDPintoyourownwork updatinginformationwherenecessarybyusingthecontactsunearthedbytheoriginalwork Situation Complication SharingDataandResearchDoneforAnotherClient 1of3 CanyoucontacttheCTAontheothercaseandrequestthepubliclyavailablebackupdata Canyouusetheotherclient sinternalstudydoneoncompetitors machinerymaintenancecostswiththerationalethatitdoesnotcontainanyoftheotherclient sowndata Canyouutilizethelistofsourcesthatthepreviousteamdeveloped Canyourequestacopyoftheoriginalclient sfinalpresentationandusetheaggregatednumberstheycalculatedtorealitycheckyourownwork Questions SharingDataandResearchDoneforAnotherClient 2of3 Obtainingthepubliclyavailablebackupdataisallowed However youshouldcontactyourmanagerforhis herapprovalbeforeaskingforthedata Usingtheinternalreportthattheotherclient soperationsgroupconductontheircompetitors machinerymaintenancecostsisnotpermittedasitunambiguouslybelongstotheclientandwasdevelopedusingclientresources Evenifthereportcontainsonlyasummaryofpubliclyavailableinformationandnointernaldata itshouldnotbeusedandwouldmostcertainlyfailtheSunshineTest TheSunshineTest wouldyouandothersatBainbeatallconcernedifthisparticularinformationbecameverypublic e g onpage1ofTheWallStreetJournal Inordertoupdatecostinformationinthisexample itispermissibletocontactthepeopleandorganizationscontactedbytheothercaseteam Thisisatime savingstepand sincetheinformationisnotconsideredconfidential usingitwillnotcompromisetheBainworkdonefortheoriginalclient Sharingaclient sconfidentialnumberswithanothercaseteamisnotallowedunlessthenumbersaredisguised astepwhichgenerallyrendersthecomparisonuseless Maintainingtheintegrityofclient sproprietaryandconfidentialinformationisessentialtoprotectingBain sreputationasafirmandtherebyprotectingtheinterestsofourclients Ifyouhavequestionsabouttheoriginalanalysis youshouldcontacttheoperatingVPfromtheoriginalcase Answers SharingDataandResearchDoneforAnotherClient 3of3 Youhavebeenstaffedonacaseteamassignedtosegmentthecustomerbaseofaclientintheautomotiveindustry TwoyearsagoyouhelpedconductthecustomersegmentationforoneofBain sretailclothingclientsand consequently youhaveaccesstoafewoldpresentationsthatdescribeBain sapproachtoneeds basedsegmentation andthengoesintodetailaboutthesegmentsandtheirprofitability Additionally anovelapproach usinganimated3 DPowerPoint todisplaytheprofitability growth andattractivenessofthesegmentswasdevelopedtocommunicatetheresultstothisretailclient Theclientlikedthepresentationsomuchthattheystillusethetemplateforupdatedversionsofthecustomersegmentationproject Becauseyougatheredmostofthedataontheoriginalcase youwonderifyoushoulddisguisethecaseandsummarizetheteam sfindingsforyournewcaseteam Situation Complication SharingBainPresentations 1of3 Whatportionsofthepresentationsdonefortheoriginalclientcanbeusedinyourownslideloop Towhatdegreedoesthecaseneedtobedisguised Whoisresponsiblefordisguisingtheoriginalwork Questions SharingBainPresent