• Firm enjoys excellent national reputation in core services.
  
• Current customers demanding supplemental and related programs and services.
  
• Firm has successfully partnered with outside resources to satisfy new demands; considering adding capabilities in-house.
  
• Competitive pressure on core services threatens a commodity environment.
  
• New services offer opportunity for customization, extended contracts, higher margins.
  
• Commitment to new service offerings would require adjustments within the firm—new talent, new pricing schedules, new administrative support.

• Documented all aspects of core services to understand reasons for profitability.
  
• Outlined new service offerings to identify additional revenue opportunity, strength of customer demand, additional resource needs.
  
• Identified and evaluated competitors.

• Firm gained deeper understanding of marketplace and internal capabilities.
• Expansion postponed because of:
  Leadership changes within the firm.
  Significant expansion of resources required.
  Uncertainty of impact on core service sales and delivery.
  Insufficient projected earnings.

Executives gained confidence in critical thinking, decisiveness skills.