Course syllabus

MECHENG 759 Management of Professional Services

INTRODUCTION TO THE COURSE

This course is designed to meet the needs of engineering and technology specialists delivering professional services who are moving into management roles. Over the past two decades the professional services environment has undergone significant changes in response to external pressures from governments, the community, the legal system and the global economy. High expectations regarding ethical practice have been coupled with a trend for individuals and organisations to institute civil actions in the courts when professionals have been perceived to be negligent. In this increasingly litigious society, many professions are placing a much greater emphasis on risk management in the delivery of services. The privatisation of government instrumentalities and the restructuring of governments at all levels have led to the outsourcing of some of their professional service business units, and the requirement for others to be financially accountable.

Professional service groups in private industry have been affected by similar trends, and as a result an increasing number of professionals have moved out of organisations and established consultancies to provide services. The development of a national competition policy for industry has seen political pressure brought to bear on the professions to be more open and competitive in the interests of national economic efficiency. Globalisation has added a new layer of economic pressures, as organisations increasingly find themselves competing internationally for business. It has also placed greater demands on organisations to be innovative and achieve best international practice. In this climate, skilled and intelligent management is vital to the survival of organisations. This course offers professionals the opportunity to reflect on the challenges facing their industries, and gain new insights into how to best respond to ensure success for their organisations and personal satisfaction in their careers.

LEARNING OBJECTIVES

After studying this course you should be able to:

•  describe the changing nature of the professions and the professional service environment
• explain the importance of effective communication and describe how different communication techniques can be applied to situations encountered in the management of professional service organisations
• explain how quality management and risk management can improve the operations of professional service organisations
• discuss the steps involved in establishing, operating and developing a successful professional practice
• discuss the key issues involved in recruiting and making effective use of staff and maintaining their skills and motivation
• explain how marketing informs the strategic planning process and outline the basic tools and techniques used in marketing professional services
• describe a range of negotiation techniques and explain how these can be used to negotiate with staff, clients, contractors and authorities
• explain how to establish and maintain good client relationships, provide clients with excellent service and ensure that the practice is adequately rewarded
• describe a range of methods, tools and techniques that can be used to manage projects
• critically review management practice in your organisation with a view to initiating positive improvement
• develop a management philosophy that will assist in coping with change.

COURSE OVERVIEW

The study guide contains ten topics which are grouped into four parts.

Part A The Professional Practice Context covers the first three topics. We begin by examining the characteristics of professional practice today and the environment in which professional services are delivered. The idea of design as a general activity is also developed. A topic on communication is included to encourage candidates to hone their skills in this area and to assist with the presentation of the assignment. The section concludes with a topic on quality and risk management to emphasise the importance of these matters in both the management of the practice and the management of the affairs of the client.

Part B Managing the Practice comprises two topics that deal with the critical factors involved in the management of the practice. Establishing, operating and developing the practice explores a range of practice models and structures, and examines the financial and operational issues involved in running a successful practice. The importance of project management is emphasised. HRM in the practice covers the particular requirements of HRM with emphasis on team building and staff development.

Part C Attracting, Winning and Managing Clients comprises three topics that deal with the issues involved in securing clients and managing the client relationship. Marketing and promotion discusses effective methods that can be used to identify potential clients and promote the practice. A 2 topic on negotiation discusses techniques that can be used to facilitate mutually agreeable relationships with a wide range of people. Managing the client relationship covers the importance of establishing and maintaining a sound client relationship and discusses how to establish contracts and set fees.

Part D Managing Delivery of Services comprises two topics that cover the basic principles of project management, and are directed towards the needs of professional offices where projects are the principal instrument for the delivery of services. Project planning covers the classification of projects and the steps in the earlier stages of managing a project. Project implementation and review presents effective methods for executing and controlling projects with emphasis on sound contract administration. The topic concludes with a discussion of the importance of project, practice and career review.