What are typical operations cases (aka process improvement case) ?

Are you about to have your written case presentation interview? Lukasz shows you the main differences between the different case types and gives you a detailed overview of the five essential steps in your case interview to prepare you for the process effectively. Moreover, our expert guides you through the decisive evaluation criteria. With his longstanding experiences and smart tips, you will master your written case interview more successfully.

When faced with business challenges or opportunities, the 4C framework provides a systematic approach to analyzing the situation from multiple perspectives and formulating effective solutions. It is not only valuable in market research, product development, and marketing campaigns, but also offers a holistic and structured approach for strategic business planning. So, if you are a consultant or a candidate in a case interview, the 4C framework should definitely be a part of your toolbox. Let’s take a look at what the 4Cs stand for, how to apply the 4C framework, and what you should bear in mind when using it.What Is the 4C Framework?The 4C framework serves as a structured model for strategic analysis and decision-making. It is composed of four elements: Customer, Competition, Cost, and Capabilities. While the former two provide information on external market conditions, the later two provide information on internal aspects of the company.By systematically examining these elements, businesses gain insights into their target market, internal capabilities, competitive landscape, and potential partnerships. This holistic approach enables them to develop successful strategies that address customer needs, build on internal strengths, and realize growth opportunities.Therefore, the 4C framework belongs to the basic tools, which serve as a general roadmap and reminder of the major aspects to cover when analyzing a firm’s positioning. The 3C Framework – Customer, Competition, and Company is very similar except that the internal aspects of cost and capabilities are combined within the company.Let’s take a closer look at what each C of the 4C framework stands for and what you should consider when analyzing the different categories:CustomerBy comprehending what customers value, businesses can customize their products, services, and marketing strategies to effectively meet their demands. This requires a clear understanding of the customer first. It is also important to realize that the customer of the firm is not necessarily the end consumer who buys the product.There are many ways you can conduct a customer analysis, but all of them should have one thing in common: A structured approach. Before diving into the specifics of a company's customer base, it is important to have clearly defined the customers you are talking about.One very common way to do this is segmentation. Define customer segments (and remember the MECE Principle), prioritize them based on their relevance (Pareto Principle) and focus on the most important customer segment first.Examples for possible customer segmentations are:Demographic Segmentation: Dividing customers based on demographic factors such as age, gender, income, education, marital status, and occupation.Geographic Segmentation: Segmenting customers based on their geographic location, such as country, region, city, or climate.Psychographic Segmentation: Grouping customers based on their lifestyles, values, attitudes, interests, and personalities.Behavioral Segmentation: Segmenting customers based on their purchasing behavior, usage patterns, brand loyalty, and product preferences.Usage Segmentation: Dividing customers based on how frequently they use a product or service.💡 Pro Tipp: Visualize your customer segmentation with the help of an issue tree and demonstrate to your interviewer that you not only think like a consultant, but take notes like one as well.Once you have got a clear picture of the customer segment in focus, you can dive deeper into the characteristics, preferences, motivations, and behaviors of the customers within the segment. Gain an understanding of their needs and preferences and analyze available data to identify trends and further insights.Relevant aspects could be:Main problems, special needs and wishes: What are the main problems, challenges, or aspirations of our target customers?Loyalty: How loyal are our customers? What factors contribute to their loyalty, and how can we further strengthen it?Customer satisfaction: How satisfied are our customers with our products or services? What aspects do they appreciate the most? Where do they see room for improvement? What are the key benefits or value propositions that resonate with our target customers?Distribution channels: What are the most effective channels to reach and engage with our target customers?The goal is to identify opportunities and challenges within the customer segment and based on that give valuable recommendations for the company’s strategy.CompetitionAnalyzing the competition entails evaluating the strengths, weaknesses, strategies, and market positioning of the competitors in the market. This analysis enables you to pinpoint major competitors in terms of their market share, pricing strategy, distribution networks, and additional elements that influence their competitive edge.To find out more about the competition, further information on the following aspects may be relevant:Competitor overview: Who are our main competitors in the market? What are their strengths and weaknesses? How do our competitors differentiate themselves from each other and from us?Competitive position, portrayed through the share and relative share of the market: What is our competitors' market share, and how does it compare to ours?Growth of the last years and expected growth: What information do we have on the growth of the competition in recent years? What growth is the competition expecting this year and in the next 5 years?Performance: How does the competitor's profitability compare with ours?Marketing strategies: What strategies are our competitors using to attract and retain customers? How do our competitors distribute their products or services? Are there any gaps or opportunities in their distribution channels?Pricing strategies: How do our competitors' pricing strategies compare to ours? Are they undercutting us, or do they offer premium pricing?Other trends: Are there any other trends that the competition is taking advantage of that we haven't thought about yet?As for all analysis (and cases in consulting interviews) structure is key to success when getting an overview of the competitive landscape. It may be helpful to differentiate different categories of competitors (think of segmentation again), and compare them based on the same criteria (take a look at the 4P framework for inspiration, but remember that the ways are manifold, and it is always better to develop your own structure than use standardized frameworks). A good way to visualize the outcome of your competitor analysis is by mapping the competitive environment in a 2x2 Matrix.If you have done solid work in your competitor analysis, strengths and weaknesses of your company will become quite clear, making it easy to come up with recommendations to enhance your business’s growth.👉 For further insights, we recommend our article about Competitive Response Cases.CostsWhen looking at the costs segment, your primary goal is to compare your client’s cost structure with the competition’s cost structure. Next, you try to reduce your client’s costs if certain components of the competitor's costs are lower. We have listed the facts you can consider in terms of costs and the questions you can ask to obtain this information here:Cost structure: What are the primary cost drivers for our business? Are there any significant cost components that we need to address? How are fixed and variable costs divided?Profitability by customers, product lines, geography: What is the profitability of each product or service offering? Are there any products or services that are not contributing to our bottom line?Influence of external factors: How do fluctuations in external factors (e.g., economic conditions, regulatory changes) affect our cost structure and pricing decisions?Again, the aim is to collect relevant information in a structured manner and use that information to develop strategic recommendations. To reduce costs you will most likely look out for opportunities to streamline operations, improve efficiency, or optimize processes.CapabilitiesThe capabilities of a firm are basically the resources it can rely on. If you have a good understanding of the company’s capabilities, you are able to judge more precisely what kind of strategies the company can apply to boost its performance. Furthermore, you can decide if the company should rather make something by itself (organic) or buy the competencies from outside (inorganic - e.g., buying a new firm). Below are some examples of the company's capabilities, including possible questions you can ask to get this information:Core competencies: What are our core competencies as an organization? What do we do exceptionally well?Human resources: What is the skill level and expertise of our workforce? Do we have the right talent in place to execute our strategies effectively?Technological capabilities: How do our technological capabilities compare to those of our competitors? Are there any areas where we're falling behind?Value for the customers: What unique resources or assets do we possess that give us a competitive advantage?Financial resources: What about the company's financial resources? Are there any unused financial opportunities?Organizational culture: What is our organizational culture like? Does it support innovation, collaboration, and agility?Why Is the 4C Framework Used in Case Interviews?In case interviews for management consulting roles, the 4C framework is often used for market entry or growth strategy cases. It can serve as a baseline to structure your analysis, but make sure to adjust it individually to the case you were given.The first and easiest way to adjust it, is by prioritizing the 4Cs based on their relevance for the concrete problem you want to solve. It may then happen, that you start by analyzing the first category and the case unfolds in a way that you will not even get back to the other three categories, but stick to number one and dig deeper in your analysis. Thus, it is very important that you do not learn frameworks by heart and blindly apply them, but really understand the rationale of logical thinking and structured problem-solving. You need to be able to apply this rationale flexibly and spontaneously, so it must be truly internalized. Make sure to practice this skill by conducting mock interviews with peers (find them on our Meeting Board) or work with a coach to receive valuable feedback on your performance.However, the 4C framework is often used by candidates in case interviews, as it offers a very structured and easy-to-understand introduction to the analysis. Here are the advantages of this framework:✓ Customer-centric: The 4C framework prioritizes understanding and addressing customer needs, enhancing product, service, and marketing alignment, which boosts customer satisfaction and loyalty.✓ Comprehensive: The framework examines various factors such as customers, competition, costs, and capabilities, providing a deep insight into both external and internal business environments and aiding in strategic alignment with business goals.✓ Systematic: The 4C framework facilitates informed decision-making by methodically evaluating essential business aspects, helping identify strengths, improvement areas, and growth opportunities.✓ Adaptable: Suitable for diverse industries, the framework allows businesses to tailor their analysis to meet specific challenges and capitalize on unique market opportunities.Key Takeaways – What You Should Know About the 4C Framework Overall, the 4C Framework is a helpful tool for carrying out a strategic analysis of a business and deriving corresponding proposals for action. When using the framework, however, you should bear in mind that it divides complex business situations into just 4 areas: Customer, Competition, Cost, and Capabilities. Customer and Competition provide an external view, while Cost and Capabilities give an internal perspective. Other factors that should play a role in an in-depth analysis as well are neglected in the framework. Furthermore, the 4C framework does not provide any guidelines for implementing specific strategies in the company.You are looking for cases to find out if the 4C framework will be of use?Check out our recommended resources or browse the Case Library for all cases.👉 Company Case by RWE Consulting: Floating Wind in Japan👉 Expert Case by Alberto: Sierra Springs👉 PrepLounge Case: Fysikum