Eagle Enterprises Manufacturing

1
Eagle Enterprises Manufacturing

• Case Study Expectations and Introduction
• October 11, 2002

This document contains information and data
related to a fictional client.
2
Agenda

• The Assignment
• The Two Pieces
• Written response to the RFI
• Presentation of your findings
• Role of RFIs in Consulting
• Responding to the RFI
• Case Introduction
• History of Eagle Enterprises Manufacturing
• Eagle Enterprises mission and organization
• Eagle Enterprises expectations of consultants
• Getting started
• Team organization
• Team member roles and responsibilities
• Case timeline

3
What is your assignment?
There are two pieces to your assignment

• Response to the RFI
• Written response to the information contained in
  this presentation and in a Memorandum you will
  receive after meeting with you coach
• Should respond the issues raised in the RFI
• Should be 8-10 pages in length
• Graded by Prof. Heim as a midpoint evaluation to
  ensure the group understand the assignment
• Due 11/1
• Presentation of Findings
• Create and deliver a PowerPoint presentation to
  present your solution to your class and
  evaluators
• Your Role Consultant Firm Responding to RFI
• Evaluators Role Potential Clients (Eagle
  Enterprises)
• Elaborate on your response to the RFI
• Graded by Prof. Heim and a group of Deloitte
  Consulting evaluators
• Due 11/22

4
What is an RFI and why should you care?
RFIs are the lifeblood of the consulting industry

• A RFI is a Request for Information that companies
  issue when they want help with a problem they
  cannot or do not want to resolve themselves
• RFIs include a rough description of the companys
  problems and some underlying facts about the
  companys business.
• RFIs come in either of two forms
• Formal A company issues an open RFI to the
  business community for help with a business
  problem
• Informal An employee indicates their company
  may need help with a business problem
• The RFI process typically proceeds through the
  following steps
• Company issues RFI
• Consultants respond to the RFI in a written
  format
• Company evaluates the responses and invites the
  firms with the best response to give a
  presentation
• Consultants deliver a presentation showcasing
  their solution
• Company awards a contract or asks for more info
• Formal RFIs usually adhere strictly to the
  structured process above from RFI issuance to
  contract award
• Informal RFIs usually require the same level of
  response, but can be less structured and/or less
  competitive
• The case you have been assigned for Eagle
  Enterprises is an example of an informal RFI

5
How to do respond to an RFI?
Responses to RFIs indicate that the responding
Consultants understand the companys problems and
have an idea of how to resolve those problems

• Here is a suggested approach for responding to an
  RFI
• Read the case individually and then meet as team
  to discuss specifics
• Identify and categorize the issues presented in
  the RFI
• Assign one team member to each category of issues
  
• Research the category you are assigned to and
  formulate possible solutions
• Meet as a team to share your possible solutions
  by category
• Pick the solutions you like best as a team and
  formulate them into an integrated approach to the
  companys problem
• Devise a plan to implement your approach.
  Include estimates of your required resources such
  as time, money, number of people, and access to
  company employees in key areas
• Document your responses in a organized paper. It
  should include an insightful description of the
  problems faced by the company, not just a
  regurgitation of the facts, how you intend to
  resolve those problems, and how you would
  implement those solutions.
• Hint Put yourself in the RFI issuers shoes.
  Will the issuer read the response and think,
  these are exactly the problems my company faces
  and here are solid resolutions to those
  problems. If so, you are on the right track.
  If not, analyze what is missing and add it!

6
Who is Eagle Enterprises Manufacturing?
The company has a proud history

• Highly successful, 80 Year old New England-based
  office equipment manufacturer.
• The company manufactures, rents, and leases
  diversified types of office technology, including
  copiers and postage meters. Products range from
  custom-built machines targeted for the
  large-scale applications to mass marketed
  machines targeted for home offices.
• Eagle Enterprises invests significantly in
  research and development and has recently begun
  to look toward Web-integrated postage metering
  solutions.
• Eagle Enterprises is regarded as one of the best
  places to work in America. This is largely due
  to the fact that the company consists of a loyal,
  non-unionized, family-oriented culture. It is
  not unusual to walk into a meeting at Eagle
  Enterprises and find spouses, brothers, sisters
  and cousins around the table.

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What is Eagle Enterprises business?
The company is in the business of empowerment

• Eagle Enterprises products, solutions, and
  people power our customers businesses, everyday.
  The brand is known as the leader in mail and
  document management solutions. The companys
  mission statement drives everything it does to
  power business
• Eagle Enterprises products and service offerings
  empowers its customers by helping them to
• Acquire their own customers and build customer
  loyalty
• Improve transactional activities
• Manage cash flow
• Manage order fulfillment
• Manage costs and productivity

Eagle Enterprises will deliver shareholder and
customer value by providing leading-edge global,
integrated mail and document management solutions
for organizations of all sizes.
8
How does Eagle Enterprise go to market?
Products and services offered by Eagle
Enterprises are either Leased or Rented by
customers.

• The rental and lease business units traditionally
  have not worked closely in making management
  decisions or building common practices for doing
  business.
• The leasing unit is kept structurally separate
  because it is organized and legally chartered as
  a bank. As a result, the two organizations have
  different information technology platforms,
  business rules, cultures and facilities.

Eagle Enterprises Business Units
Leasing
Rental

• Banking Division
• IT Infrastructure
• Inventory
• Billing
• Customer Service
• Business Rules
• Account Management
• Employee Management

• IT Infrastructure
• Inventory
• Billing
• Customer Service
• Business Rules
• Account Management
• Employee Management

9
Why does Eagle Enterprise need help from
consultants?

• Eagle Enterprises is losing existing customers
  because of its service, the organization is not
  structured to meet customer needs
• The call center success rates are at an all time
  low of 20.
• In addition, they are losing potential customers
  because of the sales and marketing organizations.
• Sales are slipping and incentives to gain
  additional market share are non-existent.

Eagle Enterprises Business Units
Leasing
Rental
Marketing Collaborative Marketing Efforts by
Leasing and Rental Business Units
Sales Sales reps offer rental and leased equipment
Service
Service
Field Service
Call Centers
Field Service
Call Centers
10
What are Eagle Enterprises challenges?
Eagle Enterprises has already identified some of
its most critical issues

• Growth is slower than the industry average for
  office products
• Market share is being lost to some new entrants
  to the home office market space
• Profits come from lt 50 of our 1000 products,
  which are being purchased by lt 5 of its
  customers
• The business units maintain separate customer
  databases
• Their state of the art data-warehouse does not
  meet its full potential because it is loaded with
  meaningless or dirty data
• The sales organization needs to be overhauled
  lack of quotas for salesmen is beginning to hurt
  the company
• The sales force is having trouble selling because
  they do not have the right customer data and
  because the product lines are too complex
• The call centers are hurting our customer
  satisfaction ratings
• The Company does not currently use the Internet
  as a distribution channel.

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Eagle Enterprises Case Study Team Structure
The case study team structure will consist of
approximately 9 teams of 5. Each team will be
assigned a Deloitte Consulting Coach to guide
them through the Response Development Process.
Each team will also meet once with an Eagle
Enterprises client to obtain more specific
insight and to ask questions.
Client
Coach
KEY
Project Leadership
DC Resource
BC Student
Business Strategy
Business Transformation
Sales/ Customer Service
Technology
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Eagle Enterprises Case Study Roles
Responsibilities
There is no I in team, but there is a me!
Work together to develop an effective solution.

• Organize meetings with the Coach (3 meetings
  suggested) and the Client (1 meeting only)
• Prepare materials for meetings with the Coach and
  Client
• Oversee the integration between the various
  subject areas when developing the solution
• Challenge the subject area experts to reach a
  solid approach and recommendation
• Assure quality finished assignments

Responsibilities of the Project Leader

• Complete the research in your subject area
• Present research results to your team
• Provide expertise to the team when developing the
  solution
• Create deliverables and content specific to your
  subject area

Responsibilities of the Subject Area Experts

• Provide guidance on how to attack the case
• Give general feedback on assignments
• Provide an experienced view without revealing the
  answer
• Meet with the team 3 times

Responsibilities of the Coach
The first meeting with your Coach must be
within the first 7 days after the Case is
presented.
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Eagle Enterprises Case Study Timeframes
The total project is only 8 weeks long, but 2
have already passed! Set project milestones with
your team and work to meet them!
Key Dates
Intro to Consulting, CRM and BT
Meet with Coach
RFI Due
Presentation Due
Meet with Client / Receive RFI
Client and Coach Meetings
Deliver Presentation
Intro to Case
Research Case
Develop Approach
Suggested Timeline and Methodology
Draft Recommendation
Get support and create recommendation
QA Final Deliverable