FUNDAMENTAL 3 – Operational Effectiveness
The aim for this area is defining the standard operating procedures for the practice and creating multiple tracking and reporting systems to measure results. A powerful client engagement process consists of the design and creation of FA service teams, client segmentation, service matrices, and existing and new client workflow systems. The fusion of these elements increases the efficiency of managing the workload while increasing the level of the client experience.
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KEY PERFORMANCE |
PROGRAM OBJECTIVES |
| Reports and Tracking Systems |
Observe current projects/processes, create reports on the current sequence of events and checklists to aid in the management and implementation of projects/processes. |
| Time Management | Gain control over the amount of time spent on specific activities, in order to increase efficiency or productivity. |
| Staff Meetings | Communication is essential for effective teamwork. Communicate decisions, discuss progress, and answer questions about actions and implementation of activity. |
| Client Segmentation | Segmentation is the first critical step towards greater efficiency and ultimately improved profitability. Distinguish clients based on financial attributes and more importantly characteristics beyond the dollars. |
| Service Matrix | Treat your clients fairly, but not equally. To make segmentation truly effective, determine the type of services and frequency to promote clear communication to clients and prospects. |
| New Client Workflow |
Define your unique process to solve problems, manage interaction, automate tasks, and provide consistency for positive and repeatable impact to the client experience. |
| Existing Client Workflow |
Define your unique process to solve problems, manage interaction, automate tasks, and provide consistency for positive and repeatable impact to the client experience. |
| Client Database | Decide what information you want about your clients. Systematically collect, organize, and store records for the most powerful and effective client interactions and campaigns. |
*Any of the above KPI’s can be combined to form the basis of a workshop, performance coaching, or project consulting partnership.
