Deloitte Presentation
Transcript: SERVICE-BASED ORGANISATION PRESENTATION FARIZ IKHWAN [W22068356] > INTRODUCTION A prominent international provider of consulting, tax & legal, financial advising, audit & assurance, and associated services Expanded in size and variety over 150 years Roughly 312,000 employess in 150 countries, maintaining the same common culture Four out of every five Fortune Global 500® corporations are served by this firm Deloitte | About Us ABOUT DELOITTE. Transparency | Accountability | Reporting > COMPANY OVERVIEW Strategy Business Model Customer Segments COMPANY OVERVIEW Deloitte's Business and Operations Value Proposition Three main value propositions: Brand, Innovation, and Accessibility. Fosters accessibility by providing a wide range of choices. Expansion through acquisitions to expand its array of skills. Cleverism | Deloitte Deloitte operates under a mainstream market business strategy with no distinction between its various clientele. The business targets businesses looking for consultancy and advisory services with its solutions. Deloitte | Customer Strategy and Segmentation Five services for Deloitte's business model: Audit, Consulting, Financial Advising, Risk Advisory, Artificial Intelligence, and Analytics. Generating profits by providing high-end services to Fortune 500 corporations. Deloitte's consulting provided 40% of the company's overall income in 2021. Startup Talky (2022) | Deloitte Business Model - How Does Deloitte Make Money? Combining cutting-edge techniques with deep industry expertise to assist executives in resolving their most important choices, generating value, and succeeding in change. Management Consulted (2021) | Deloitte Strategy & Operations (S&O) Consulting BUSINESS SEGMENTS > SERVICES Audit and Enterprise Risk Services - Audit and accounting services, internal auditing, and assurance of IT control in audit services. Enterprise risk management, data quality/integrity, information security/privacy, project risk, and business continuity management services in enterprise risk services. In 2015, the two sub-segments were responsible for 38% of revenue. Consulting - Enterprise applications, strategy & operations, technological integration, temporary outsourcing, and human resources are all included in consulting services. constituted 35% of sales in 2015. Financial Advising Services - Include capital projects consulting, personal/commercial bankruptcy services, forensics, dispute, e-discovery, advisory, valuation, and other corporate finance services. constituted 9% of sales in 2015. Taxes - Federal, state, and local taxes as well as advisory services, net asset value, and transfer pricing. constituted 19% of sales in 2015. Professional services are offered by Deloitte. The business runs four distinct reportable business segments: Startup Talky (2021) | Deloitte Business Model Secrets > ANALYSIS SERVICE OFFERING ANALYSIS Analyzing an organization's service offering is important for understanding the needs of its customers, identifying opportunities for improvement, generating new revenue streams, and staying competitive in the market. Here is how Deloitte's services offering can be analyzed using the services marketing theory listed. > CUSTOMER EXPERIENCE CUSTOMER EXPERIENCE (CX) Deloitte places a strong emphasis on providing a positive customer experience to its clients. The firm has implemented various measures to ensure that its clients have a seamless and enjoyable experience. To achieve this, they provide personalized services, using technology to improve efficiency, and offering online resources and support. Deloitte | Creating Effective Customer Experience Strategies CUSTOMER JOURNEY MAPPING > CUSTOMER JOURNEY MAPPING Deloitte uses customer journey mapping to understand the various touchpoints and interactions that its clients have with the firm and to identify opportunities to improve the customer experience. This includes mapping out the steps that clients go through when engaging with Deloitte, such as filling out forms, attending meetings, and receiving reports. Deloitte Digital Malta | Customer Journey Mapping & Experience SERVICE DESIGN > SERVICE DESIGN Deloitte uses service design to create innovative and effective solutions for its clients. The firm employs a range of design techniques, such as prototyping and user testing, to ensure that its services meet the needs of its clients. Consultancy.uk | Deloitte Digital, Product & Service Design – User Experience Designer, Consultant or Senior Consultant – Defence, Security and Justice, London CUSTOMER SATISFACTION & LOYALTY > CUSTOMER SATISFACTION AND LOYALTY Deloitte is committed to ensuring that its clients are satisfied with the services they receive. The firm regularly surveys its clients to gauge their satisfaction levels and uses this feedback to make improvements to its services. In addition, Deloitte has programs in place to reward its most loyal clients, such as through exclusive events and discounts. Deloitte | Customer