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bcProfessionalStandardsMarch1998Author:PeterAmanContributors:BarbaraBjornsonLairdReedCopyright©1998Bain&Company,Inc.1professionalstandardsAgenda

ComplianceandIntroductionPoliciesCasesSourcesofadditionalinformation2professionalstandardsAgenda

ComplianceandIntroductionPoliciesCasesSourcesofadditionalinformation3professionalstandardsProfessionalStandardsCompliance

Failuretofollowdescribedpolicieswillresultinsignificantpenalties,uptoandincludingimmediateinvoluntarytermination.4professionalstandardsPolicyAreasProtecting/sharingclientinformationCompetitordatagatheringExclusivityandclientconflictHarassmentanddiscriminationInsidertradingGeneralandExpensePoliciesPolicyAreas5professionalstandardsWhatasetofworldwideprofessionalstandards(capturedinclientservicepolicystatements)whichreinforceourcommitmenttoactingwithintegrityandhonestyspecificguidelines(capturedinclientservicepolicystatements)fortrickysituationswherethereistensionbetweendoingthebestfortheclientanddoingthe“right”thing,orbetweenneedsofmultipleclientsagroupofpeopleinthecenterandinlocalofficesdedicatedtointerpretingandapplyingthepoliciesProgramDescription(1of4)6professionalstandardsWhyBain’sreputationandsuccessultimatelydependsonittoensurethattheinstinctivereactiontoatrickysituationisgenerallytherightonereinforceafirmwidecommitmentto“doingtherightthing”reinforceaculturewhichembodiesintegrityandhonestythatwecanallbeproudofprovideabusinessenvironmentconsistentwithfirmmanagementandemployeesvaluesProtectionfromlawsuitsProgramDescription(2of4)7professionalstandardsWhoeveryindividualemployee-embodiesourprofessionalstandards,thoroughlyunderstandsthemandappliesthemconsistentlyandcomprehensivelylocalofficeProfessionalStandardsProgramManager-interprets,counsels,providesfeedbacktootherofficesandtheCenterProfessionalStandardsProgramDirector(PeterAman)-centralresourcetomanageimplementationofprogramandassistdrivingofcontinuedprogramdevelopmentandimprovementProfessionalStandardsProgramOfficerandCoordinator(ColinAnderson,BarbBjornson)-centralresourcetofurtherdevelop,refine,andinterpret;mechanismformediationManagement-reinforce(actively),interpret,apply,provideincentives/disincentivesProgramDescription(3of4)8professionalstandardsHowthroughlocalresources(ProfessionalStandardsManagerscoordinatedwiththeCenter)worldwidetrainingforalllevelsrolemodelingattheteamlevellocalcommunicationsandmarketingcoordinatedbythecenter(e.g.,intranet)internal/externalmarketingincentivesanddisincentivesBVUProgramDescription(4of4)9professionalstandards

AgendaComplianceandIntroductionPoliciesCasesSourcesofadditionalinformation10professionalstandardsProfessionalStandardsPolicies

ProtectingandsharingclientinformationCompetitordatagatheringExclusivityandclientconflictHarassmentanddiscriminationInsidertradingGeneralandExpensePolicies11professionalstandardsclientidentityclientinternaldataproprietaryinsightspurchasedstudies(permissionmaybeoverarchingatcasestart)presentationsproposalsback-upinformationsuccessstoriesgeneralinsightsgeneraldevelopedinformationpubliclyavailableinformationInformationWhichcanandshouldbesharedWhichshouldbesharedoncesanitizedCannotbesharedwithoutexplicitpermissionfromtheclientNoconfidentialorproprietaryinformation(includingtheclient’sidentityandcharacteristicsoftherelationship),providedbyorobtainedfor,aclientmaybegiventoanyoneoutsidethecaseteam.InformationwhichisneitherproprietarynorconfidentialmaybesharedonlywiththeexpressapprovalofaBainpartnerontheoriginatingcase,andinmanycases,theclient.Protecting&SharingClientInformation-Guidelines12professionalstandardsWhenclientinformationisprovidedtoacompetingcaseteamorwithinaPracticeArea,thematerialmustbesanitizedbyoratthedirectionoftheOperatingVPwhoisthenalsoresponsibleforapprovingthefinalproductWhenclientinformationisprovidedtoanon-competingcaseteam,theprocessofsanitizingtheinformationmaybedonebyoratthedirectionoftheVPaskingfortheinformationbuttheOperatingVPisresponsibleforapprovingthefinalproductSanitizing(ordisguising)clientinformationandapproving/disapprovingcommunicationoftheinformationistheresponsibilityoftheOperatingVPwhodidtheworkaccordingtothefollowingguidelines:Protecting&SharingClientInformation-DisguisingInformation13professionalstandardsIstheinformationconfidential(ordoesitunambiguouslybelongtotheclient)?YesNoDoesthedevelopedinfocreateacompetitiveadvantagefortheclient(i.e.,wouldthevaluereceivedbytheclient’sbereducedbysharingtheinfo?)NoDoesthedevelopedinformationdependheavilyonclientproprietarydata/input/informationSourcedatahighlyproprietary(notpublic)Sourcedatareliantonclientinputandorinvolvement(e.g.,clientinterviews)NoDidclientpayasignificantportion(e.g.,>x%or>$x)ofthecostofBain’svalue-addedindevelopingtheinformation(i.e.,insightpaidforbyoneclient,notmany)?NoYesYesYesWouldsharingtheinfopassthe“SunshineTest”?Wouldsharingtheinfopassthe“SunshineTest”?YesNoNoYesSanitizeInformationandShareitInformationMayNotbeSharedWithoutClientPermissionInformationShouldbeSharedProtecting&SharingClientInformation-DecisionRulesforDevelopedInfo.14professionalstandards

*CopyrightpermittingProtectingandSharingClientInformation-PolicySummaryExternalReportsArticleorreportname,date,author,etc.NewsormagazinearticleLiteraturesearchReportpurchasedbyBain(notclient)BainPresentationsMethodologySlidesWorkplansIndustryoverviewdataStrategicinsights(iftheinsightsweredevelopedovermanyclientsandnotjustone(e.g.,lessonslearnedfromaretailcustomersegmentationcase))Strategicinsights(iftheinsightsweredevelopedforjustoneclient(e.g.,asequencingalgorithmfortwoautomanufacturers))InternalclientdataClientresearch/dataReportpurchasedbyclientAstudyconductedbytheclientAdataspreadsheetfromtheclientXXX*X*XXXXXXX*XXInformationthatcanandshouldbesharedClientapprovalbeforesharinginformationInformationmustbedisguisedbeforesharingSubjecttoOperatingVPapproval15professionalstandardsThegreatestamountofthehighestqualityinformationAtthelowestpossiblecostforourclientWiththehigheststandardsofprofessionalconduct(andtradeoffswillalwaysberesolvedinfavorofbusinessethicsoverdatacollectionconvenience)CompetitorDataGathering-Objectives16professionalstandardsClientconfidentialitymustbeprotected.neverrevealclientnamewithoutVPandclientapprovalAllstatements,writtenorverbal,mustbetrue.LyingisneveracceptableunderanycircumstancesRefusingtoanswerquestionsispreferabletolyingBainEmployeescannotmis-representthemselves,thefirm(nameortypeofenterprise),orthetypeofresearchtheyareperformingCompetitorDataGathering-Policies(1of4)17professionalstandardsInterviewrespondentscanbepromisednon-sensitiveresultsofresearchonlyifsuchresultsarefurnishedasdescribedandpromisedNocompanymaybecontactedbyacaseteamforacompetitorinterviewwithoutexpressapprovalfromaVPonthecase(topreventinadvertentlycallinganotheroffice’s/team’sclientbymistake)CompetitorDataGathering-Policies(2of4)18professionalstandardsOnlyVPsmayapprove/signwrittenstatementswhichdescribeforcompetitorinterviewtargetsthepurposeofthequestionsorthedestination/limitationsontheuseoftheresultingdataNon-managementemployeesmaybecontactedonlywithexpressapproval(fromaVPonthecase)Wheninterviewingsomeonecurrentlyassociatedwithourclientwhopreviouslyworkedforacompetitorofourclient,Bainstaffshouldclearlycommunicatethatweexpectthemtohonortheirconfidentialitycommitmentstotheircurrent(orprevious)employerwearespecificallyaskingthemtoavoiddivulginganyinformationwhichisproprietaryorshouldbeconsideredconfidentialweareonlyaskingforinformationthattheyarecomfortabledivulgingCompetitorDataGathering-Policies(3of4)19professionalstandardsIn三no三cir三cum三sta三nce三sm三ay三aB三ain三em三plo三yee三of三fer三an三yk三ind三of三mo三net三ary三or三no三n-m三one三tar三yi三nce三nti三ve三for三th三ep三urp三ose三of三ga三the三rin三gi三nfo三rma三tio三nBai三ne三mpl三oye三es三are三re三spo三nsi三ble三fo三rt三he三act三ion三so三ft三hos三et三hey三di三rec三tly三or三in三dir三ect三ly三sup三erv三iseOve三rar三chi三ng三tes三to三fa三ny三dec三isi三on三is三alw三ays三th三e“三Sun三shi三ne三Tes三t”三-w三het三her三th三ea三cti三on三sta三nds三up三un三der三sc三rut三iny三by三an三ob三jec三tiv三e3三rd三par三ty三(or三on三th三ef三ron三tp三age三of三th三eW三all三St三ree三tJ三our三nal三)Com三pet三ito三rD三ata三Ga三the三rin三g-三Po三lic三ies三(4三of三4)20pro三fes三sio三nal三sta三nda三rdsHow三do三we三re三pre三sen三to三urs三elv三es?Ia三m(三you三rn三ame三)o三fB三ain三&三Com三pan三y-三a三man三age三men三tc三ons三ult三ing三fi三rmIa三m(三you三rn三ame三)o三fB三ain三&三Com三pan三y-三I三am三doi三ng三mar三ket三re三sea三rchIa三m(三you三rn三ame三)a三po三ten三tia三li三nve三sto三rIa三m(三you三rn三ame三)a三po三ten三tia三lc三ust三ome三rIa三m(三you三rn三ame三);三wou三ld三you三gi三ve三me三som三ei三nfo三rma三tio三nIa三m(三you三rn三ame三)a三bu三sin三ess三sc三hoo三ls三tud三entBai三n&三Co三mpa三ny三-a三ma三rke三tr三ese三arc三hf三irmam三ark三et三res三ear三ch三fir三mAlw三aysAcc三ept三abl三eAcc三ept三abl三eO三nly三wi三th三VP三and三of三ten三cl三ien三tApp三rov三alAbs三olu三tel三yPro三hib三ite三dXXXXXXXXCom三pet三ito三rD三ata三Ga三the三rin三g-三Gu三ide三lin三es三(1三of三3)21pro三fes三sio三nal三sta三nda三rdsHow三do三yo三ur三epr三ese三nt三the三cl三ien三t?no三men三tio三nind三ust三ry三of三cli三entare三ao三fi三nte三res三tt三oc三lie三ntcli三ent三na三meany三thi三ng三els三eWha三to三rga三niz三ati三ons三do三we三co三nta三ct?cus三tom三ersind三ust三ry三ass三oci三ati三onssup三pli三erscom三pet三ito三rssec三uri三ty三ana三lys三tsAlw三aysAcc三ept三abl三eAcc三ept三abl三eO三nly三wi三th三VP三and三of三ten三cl三ien三tApp三rov三alAbs三olu三tel三yPro三hib三ite三dXXXXXXXXXXCom三pet三ito三rD三ata三Ga三the三rin三g-三Gu三ide三lin三es三(2三of三3)22pro三fes三sio三nal三sta三nda三rdsWho三in三th三eo三rga三niz三ati三on三do三we三con三tac三t?sen三ior三ma三nag三eme三ntmid三dle三an三dj三uni三or三man三age三men三tnon三-ma三nag三eme三nt三(la三bor三an三dc三ler三ica三l)Are三in三cen三tiv三es三app三rop三ria三te三for三ga三the三rin三gi三nfo三rma三tio三nmon三eyoth三er三non三-mo三net三ary三re三war三dsAlw三aysAcc三ept三abl三eAcc三ept三abl三eO三nly三wi三th三VP三and三of三ten三cl三ien三tApp三rov三alAbs三olu三tel三yPro三hib三ite三dXXXXXCom三pet三ito三rD三ata三Ga三the三rin三g-三Gu三ide三lin三es三(3三of三3)23pro三fes三sio三nal三sta三nda三rdsBai三n&三Co三mpa三ny三is三ded三ica三ted三to三he三lpi三ng三our三cl三ien三ts三ach三iev三eo三uts三tan三din三gr三esu三lts三.三As三suc三h,三we三pri三de三our三sel三ves三on三ha三vin三gt三he三mos三tr三igo三rou三ss三tan三dar三ds三in三the三co三nsu三lti三ng三ind三ust三ry三wit三hr三esp三ect三to三co三nfi三den三tia三lly三an三dc三onf三lic三to三fi三nte三res三t.Con三fid三ent三ial三ity三of三da三ta:Our三go三al三is三abs三olu三te三pro三tec三tio三no三fp三rop三rie三tar三yc三lie三nt三dat三aRig三oro三us三int三ern三al三pol三ici三es三and三pr三oce三dur三es“Ass三ign三men三te三xcl三usi三vit三y’:Ba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