MBA Group Consulting Projects
The Center for Excellence in Service strives to deliver flexible,
wide-ranging, and multifaceted solutions to the service strategic challenges
that many businesses face. The CES accomplishes this through utilizing its
talent base of world-class faculty and MBA students.
The MBA Consulting Project involves a team of 2-5 students, supervised by a
marketing faculty member, working on a company specific project for one
semester. The deliverables include a mid-point presentation, as well as a final
presentation and white paper incorporating all requirements made by the client.
These projects are done mostly on campus, with visits to the company as
Please contact us if you are
interested in hiring a team of MBA consultants.
2012 The Washington Center Service Blueprinting Project
The Washington Center (TWC) is the largest independent nonprofit academic
internship program in the country. The goal of the project was to improve the
application experience for undergraduates interested in TWC’s internships and
Four teams of MBA students used participant observation, a research technique
in which they posed as applicants to the program, to evaluate the process by
which undergraduates from around the world apply to TWC, are accepted, and apply
for financial aid. Each team completed and evaluated all the steps in the
pre-internship process, and made recommendations for improvement. The project
culminated with PowerPoint presentations to TWC’s staff at its new state-of-the
art residential facility in Washington, D.C. Donald Kandel, TWC’s Vice President
of Administration and Chief Financial Officer, and Carmenchu Mendiola, Vice
President of Communications, were the project champions. Mr. Kandel is a
graduate of the Smith School’s EMBA program.
Spring 2010 - IHAS
IHAS Inc. is a healthcare
service firm that has provided managed care and case management services in the
Washington area for 22 years. The firm recently launched a new managed
healthcare service, MyCareAdvocate, targeted to self-paying clients on a
pay-per-hour basis. In spring, 2010, Mr. Clyde Burke, President of IHAS Inc.,
approached the Center for Service Excellence at the Robert. H. Smith School of
Business to engage an MBA student consulting team in developing an integrative
marketing communications plan for MyCareAdvocate.
The team was comprised of Pauline Batiller, Brad Husser, Mai Theravuthi, and
Aswani Valiveti, all first year MBA students at the Smith School of Business,
supervised by Professor Janet Wagner, Director of the Center for Excellence in
Service. The team performed research on the managed healthcare industry, using
key word search on databases such as IBIS World, Mintel, and Hoover’s, as well
as on websites of government agencies such as the Bureau of Labor Statistics and
the U.S. Census Bureau. Results indicated the need for a service that caters to
individuals or caregivers with crucial or burdensome healthcare challenges.
Changes brought about by the new healthcare reform bill further underscore the
timeliness of such a service entering the market.
Preliminary interviews with stakeholders of MyCareAdvocate (physicians,
registered nurses, social workers, managed care providers, previous customers of
MyCareAdvocate, and employees of IHAS, Inc.) helped identify the target customer
as high net-worth individuals who have the willingness to pay for a service that
provides case management services, negotiates on behalf of the client with
insurance companies and healthcare providers, and forms liaison assignments
between the customer and various healthcare service providers, such as
physicians, hospitals, medical equipment suppliers, insurance companies, and
rehabilitative care services. The team identified vital collaborators, such as
medical practitioners (particularly private practitioners), nurses, hospitals,
and home health agencies; direct competitors that offer similar services, and
indirect competition from health insurance companies, corporate benefits
departments, and do-it-yourself websites.
SWOT Analysis revealed the advantage IHAS, Inc. has by virtue of its prior
experience in the industry, in launching MyCareAdvocate. In the integrative
marketing communication plan, the team provided recommendations pertaining to
the communications message, website development, logo and brand management, and
design of ad materials. To capture the personal nature of the service, the team
recommended a tag line, “Your personal healthcare ally.” The team also had
recommendations regarding customer relationship management and metrics to tie
the strategies adopted to the results obtained in terms of new customer
enrollment and revenues.