Service Businesses for Management Consultants – B2C Segment

We can be talking about 3 different models in B2C services

• Services performed at a specialized place, no production involved   

• Services are performed at a specialized place with some production   

• Services performed at the customer's place 

I will discuss the differences between them in this lecture.

I will shortly go through things that matter in the case of B2C Services performed at specialized places, no production involved, such as hairdressers, beauty salons, and others.

I will shortly go through things that are important in other B2C Services, such as restaurant chains, services performed at the customer's place, etc.

In the next lecture, I will show you the main drivers of the B2C model, and on the basis of this, we will create a business model in Excel. I will concentrate on the example of a restaurant chain

Excel gives you great opportunities to calculate whether your idea makes sense or not. For this, you will use the knowledge you have gathered in the previous lectures on your concept, location, and your customers. Excel is obviously less emotional than you, and the model you will create here can be used as a cornerstone of your business plans. It also shows banks and potential investors what your cash flow is. We start with a simple model so you can understand it and learn how to use it. 

In this lecture, we make a more advanced model. We introduce the traffic parameter and show how it is converted first into people who are engaged (stop and enter your restaurant) and later into customers (they buy something from you). Here we will be operating on 2 customer groups: the first eats at the restaurant, and the second comes for takeaways. For both customer groups, we calculate separate conversion rates and Average ticket (ATV). We still show you a business model for a 1-restaurant

Finally, we show you how to model a restaurant chain in Excel.

Now let’s see how we can model a video streaming service firm that will be producing a lot of its own content and will be concentrated on Europe.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this section, I will share with you examples of sales analysis that you may have to do during consulting projects.

In terms of sales and marketing, B2C services are similar to Retail. We will briefly discuss the sales in B2C Services.

There are a number of challenges in the Sales and Marketing of B2C Services. We will discuss them in this lecture briefly to give you a taste of what you can expect during a consulting project. In this part, I will discuss services performed at a specialized place.

There are a number of challenges in the Sales and Marketing of B2C Services. We will discuss them in this lecture briefly to give you a taste of what you can expect during a consulting project. In this part, I will discuss services performed at a specialized place.

There are a number of challenges in the Sales and Marketing of B2C Services. We will discuss them in this lecture briefly to give you a taste of what you can expect during a consulting project. In this part, I will discuss services performed at a specialized place.

The impact of the price change on your profit will depend on a few factors. I will discuss in this lecture what you should take into account and how to calculate it.

In this lecture, I will show you how to solve the case shown in the previous lectures.

In this lecture, I will show you how to solve the case shown in the previous lectures.

Not always does the introduction of a new product make sense.  I will show you here how to check whether you are making the right decision. We will be using, in this case, a fast-food salad that has just introduced 2 new products, and you want to check whether it makes sense.

In this lecture, I will show you how to solve the case shown in the previous lectures.

In this lecture, I will show you how to solve the case shown in the previous lectures.

There are plenty of alternative ways on the sales side to boost profits. Here, I will show you how to analyze it and what the way forward should be.

In this lecture, I will show the solution to the case study introduced in the previous lectures.

In this lecture, I will show the solution to the case study introduced in the previous lectures.

In many cases, similar products are available at different prices next to each other in the same store. Those different prices are called price points.

Let’s see what the impact will be on the Gross Margin of introducing a new price point in a coffee shop chain. Some information about the chain

• 100 locations in Eastern Europe

• Currently, they sell 2 sizes

• They want to introduce a 3rd size

• Estimate the impact on Gross Margin

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

Let’s see how the price of a product will change in the Product Life Cycle.

Imagine that you are working for a video game producer. You have to decide on the pricing strategy at each and every stage of the Product Life Cycle.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In Dynamic Pricing, you set flexible prices based on current or forecasted demand. In other words, there is a big fluctuation in prices.

Let’s imagine that an airline is considering moving from a single price to dynamic pricing. Check under what conditions it makes sense.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

Let’s imagine that you have to forecast the sales of a book publisher. Its sales are driven by novelties and the sales of existing content.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

Another way to expand your business is to target new customers with existing products. Here, I will show you the general rules for this method

I will show you in this lecture how new customers can be acquired using a case study of a fitness club.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this section, we will concentrate on profitability. I will share with you the general frameworks that you can use to increase sales, increase margins, and cut costs.

Here I will show you the general framework for increasing sales in FMCG.

Here I will show you the general framework for increasing sales in retail.

Here I will show you the general framework for decreasing the costs in retail.

Here, I will show you the general framework for increasing the margin in retail

Imagine that you are working for a fashion discounter that operates a retail chain in Eastern Europe. In this lecture, we will find ways to increase profitability.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In the fourth section, I will show you how to optimize processes in stores and locations where you provide services. As an example, we will use a Retailer. The same techniques and approaches can also be easily used in B2C Services.

The workshop was very important, as I was getting a team that I did not know and that did not trust me. On top of that, they did not know how to optimize processes. I will show you in this section what the goals of the workshop were 

In this section, you will see what kind of goals were presented to the project team

The team had no previous experience in process optimization. In this section, I will show you the techniques  that we were using to optimize the processes 

Here you will find a short introduction to Lean manufacturing.

Here you will find a short introduction to the theory of constraints.

Here you will find a short introduction to the queuing systems.

Here you will find a short introduction to OEE.

Here I will show you how, in groups for the chosen process, the team has chosen the KPIs and cost drivers.

In this lecture, I will show you an example of 1 process that was optimized with the team. I used this to show them the proper way of defining the KPIs, cost drivers, and optimizing the process using this data,

In this lecture, I will show you an example of 1 process that was optimized with the team. I used this to show them the proper way of defining the KPIs, cost drivers, and optimizing the process using this data 

Finally, during the workshop, I showed them the timeline of the project to get confirmation that the project is doable within this ambitious timeline.

In section 4, I show you how to optimize processes in the store. I will use a real case of a company from the home improvement/DIY sector. You will also get the model we used to calculate costs.

In this lecture, I will show you some information on what we achieved during the process optimization and what the test store looked like.

Here I will show you how we optimized the process of changing prices in the store and what savings we managed to generate.

Here I will show you how we optimized the process of changing prices in the store and what savings we managed to generate.

Here I will show you how we optimized the process of shelf replenishment in the store and what savings we managed to generate

Here I will show you how we optimized the process of shelf replenishment in the store and what savings we managed to generate.

Here I will show you how we optimized the process of advising customers in the store and what savings we managed to generate.

Here I will show you how we optimized the process of advising customers in the store and what savings we managed to generate.

Here I will show you how we optimized the process of advising customers in the store and what savings we managed to generate.

Here I will show you how we optimized the process of advising customers in the store and what savings we managed to generate.

Here I will show you how we optimized the process at the cash till and info point in the store and what savings we managed to generate.

Here I will show you what other potential improvements we suggested in order to sell new projects.

In this lecture, I will show the estimation of costs and potential savings.

In this lecture, I will show the estimation of costs and savings achieved during the project

Let's see how you can optmize process in the office

In this section, I will share with you examples of operational analysis that you may have to do during consulting projects.

One of the ways in which you can come up with new business ideas is to use the 10x framework, where you resort to so-called first principles. This is the favorite method of Elon Musk

There are 3 main ways in which you can improve an existing business. This will help you come up with the proper business idea:

• Make it faster

• Make it better

• Make it cheaper

Imagine you want to drastically reduce water use. Use the 10x framework to achieve this.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

Let’s imagine that you are the owner of a bus company and you want to find a way to make the cost per 1 seat cheaper. Use the 10x framework.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In every company, you have bottlenecks that limit your ability to move forward and deliver more goods and services. Here, I will show you how to estimate the impact on the whole system and how you can remove and improve them. 

Let’s look at examples of bottlenecks in the office.

Let’s look at examples of bottlenecks in the office.

Let’s imagine that you work for a firm that operates a chain of clinics. You were asked to improve their results by optimizing the typical visits conducted in their clinics.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

Let's look at the definition of correlation

• It is a measure that helps check how 2 variables are related and whether they behave in the same way.

• Correlation also tests the strength of the relationship. The higher the absolute value of the correlation, the stronger the similarity in behavior

• We can check whether things behave in the same way, but we cannot check whether they influence each other and what the direction of the influence is

• We use the so-called Pearson correlation coefficient to measure the correlation

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

A regression model is a powerful tool you can use to analyze data, predict outcomes, and find relationships between different phenomena. I will show you how to use it in Excel.

A regression model is a powerful tool you can use to analyze data, predict things, and find relations between different phenomena. I will show you how to use it in Excel.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

One of the methods of data analysis is to compare the average results obtained from the measurements. Let’s have a look at how we can check whether there is a link between service time and selected variables by looking at average results by certain groups.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In certain situations, the links between the variables can be noticed by looking at the chart. This may be used as a method of finding the source of problems.

In this section, you will learn the process that you can apply to scale a business successfully.

Let's look at the process of scaling.

Let's imagine that you have to create a plan for how to scale the burger business. Using information from previous lectures, prepare the draft.

In this lecture, we will solve the previously introduced case study.

In this lecture, I show backward thinking/induction. This approach enables you to design the whole process, company on the basis of the expected outcome

Let’s try to practice backward reasoning to practice. In this case study, we will use it to decide what effort has to be done to 10x the current business. Some information about the retailer

• He currently has 100 stores. Each store's sales are equal to EUR 2 M

• He wants to 10x the business up to Year 5

• Estimate what LFL growth he must achieve and how many stores he must open

• Assuming EUR 1 M per store, estimate the Capex

• Estimate how many people he has to recruit, assuming 6 people per store

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In the last section, we will see how to scale operations, as well as recruitment and training.

Let’s have a look at the scaling operations framework

• Improve the efficiency of existing assets

• Add assets

• Change technology

• Add partners

• Add products that require less assets

Let’s see how Amazon has scaled its operations.

Beer production is dominated by 3 groups: Heineken, Carlsberg, and AB InBev. They have used similar tactics in scaling operations.

Now let’s see how meat producers scale their operations. As an example, we will use a chicken meat producer.

Let's imagine that an airline company is considering scaling the business. Help them estimate what it will mean for them.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

In this lecture, we will solve the previously introduced case study.

Let’s have a look at the general framework for Scaling Recruitment & Training.

Let’s have a look at what top retailers are doing when it comes to scaling recruitment & training.