www.pwc.com/nz
Research and
Information at PwC
From Knowledge Services to
Research & Insights
February 2012
Agenda
Where we were
Where we are
Where we are going
Research and Information at PwC
pwc
February 2012
Slide 2
Between 2009 and 2011
research request numbers
dropped significantly
60%
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Where we were
Knowledge Services
Research and Information at PwC
pwc
February 2012
Slide 4
Where we were
The primary focus of the team was:
• Supporting client work,
specifically responding to
research requests
• Preparing bulletins (current
awareness)
• Knowledge Management
activities
• Managing the collection and
information resources
• Training
Research and Information at PwC
pwc
February 2012
Slide 5
Knowledge Services
Knowledge
Services Senior
Manager
Knowledge
Manager (.5)
Knowledge
Manager (.5)
Information
Specialist
Research and information at PwC
pwc
Research
Manager
Research
Specialist
Information
Specialist
Research
Specialist
Research
Specialist
Knowledge
Manager/Library
(.6)
Library Assistant
February 2012
Slide 6
What happened?
The restructure
A restructure of the team was approved by the Executive
A new team manager was appointed
The team was restructured, new roles were created - including roles
focused on market research and thought leadership and new expertise
was brought into the team.
What should we stop doing?
Over 200 hours of training
An announcement to the firm
Christmas!
Research and Information at PwC
pwc
February 2012
Slide 7
Where we are
The Research & Insights team
Research and Information at PwC
pwc
February 2012
Slide 8
Research & Insights
Research &
Insights Manager
Tax Research
Manager
Market Research
Manager
Research
Manager
Research
Manager
Research
Specialist
Research
Specialist
Research
Specialist/Library
Library Assistant
(.5)
Research and Information at PwC
pwc
February 2012
Slide 9
Research & Insights
What do we do?
The primary focus of the team is:
Relationships!
Insights rather that just information
Supporting priority market and
client teams (proactive and reactive)
Research & Insights
Market research
Training
Managing the collection and
information resources
Research and Information at PwC
pwc
February 2012
Slide 10
How has this changed the work we do?
Request completion
time 2010
Request completion
time 2011
Less than
one hour
Less than
one hour
More
than one
hour
More
than one
hour
Source: Research Assist database statistics
Research and Information at PwC
pwc
February 2012
Slide 11
How has this changed the work we do?
Requests taking longer than a day to complete
100
90
80
70
60
50
40
30
20
10
0
2010
2011
Source: Research Assist database statistics
Research and Information at PwC
pwc
February 2012
Slide 12
The challenges
Maintaining “business as usual” while transitioning to a new way of
work
Saying no
Changing the culture from one of sending it off to the research fairies to
one of what can I do for myself first?
Communicating the change
Maintaining momentum
Research and Information at PwC
pwc
February 2012
Slide 13
Where we are going
The future
Research and Information at PwC
pwc
February 2012
Slide 14
Where we are going
What we want to be known for
Being a nationwide service
Being integral priority market and client team members
Having a great relationship with Business Development
Our high quality research outputs – informing decisions and
conversations
Research and Information at PwC
pwc
February 2012
Slide 15
Questions?
© 2012 PricewaterhouseCoopers New Zealand. All rights reserved. “PwC” refers to
PricewaterhouseCoopers New Zealand or, as the context requires, the
PricewaterhouseCoopers global network or other member firms of the network, each of which
is a separate and independent legal entity.
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Research and Information at PwC