Operations Manual Case Study - Small Business

business process manual—case study Page 1 of 4 (operations manual for small business) FORM 8-1 1 the problem… SECRETARY'S CHECKLIST FOR SCHEDULING APPOINTMENTS Inconsistent Processes A. GENERAL INFORMATION Fragmented Filing Systems 1. Appointment is for: Self Relative Other Inadequate Training Procedures 2. Client is: Single Married. Missed Opportunities If single, does client have a partner? Yes No Steve and Maegan have been partners in an 3. Name of Client ___________________________________________________ estate planning law firm for four years. Al‐ Name of Client's Spouse or Partner (if applicable) ________________________ though they have an assistant, Tracy, they rec‐ ognize that they could benefit from hiring an Street Address____________________________________________________ Office Manager as combined they spend about 40% of their time on administrative tasks. City______________________________ State_________ Zip______________ Home Phone No.__________________________________________________ However, with no formal processes in place they knew it would be difficult to attract a well‐ Work Phone No._____________________________ Fax No.____________ qualified and competent Office Manager. There Age of Client____________________________ Age of Spouse or Partner______ are four computers in their office suite and be‐ cause there is no company network, client 4. Name of Contact Person (if other than client) _____________________________ documents are often temporarily “saved” and Street Address______________________________________________________ transferred to other computers via flash drive, email, or CD. The lack of a company network City______________________________ State_________ Zip______________ has also caused them to miss important client Home Phone No.____________________________________________________ meetings and even court appearances due to mishaps in calendar scheduling. And the lack of documented processes only compounds the problem in creating a consistent, high quality client experience. Steve and Maegan have worked tirelessly to build their practice and worry that they will soon burnout if they are not able to effectively disseminate workload. Copyright © 2007-2010. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The photographs shown in this case study are the property of Equilibria, Inc. and are intended to be used for educational purposes only. Reproduc- tion and distribution for-profit is prohibited. Equilibria, Inc. | 1-888-636-5999 | www.EQBsystems.com | Twitter: @EfficiencyEngr | www.linkedin.com/in/aliciabutlerpierre

business process manual—case study Page 2 of 4 (operations manual for small business) MEDICAID PROCESS - INITIAL CONSULTATION PREPARATION 2 how we helped… 1. email calendar appointment to Steve 2. create an electronic sub2-folder for the prospective client on the network under the Workflow Observation & Interviews “Prospects” sub-folder located in the “MEDICAID” main folder and name as such: Business Process Documentation MEDICAID Prospects Operational Tools Compilation & Categorization Doe, J. – MED 1207 Computer Network Preparation 3. add the prospective client’s contact information into Microsoft Outlook We created a customized Case Management Operations Manual for Steve 4. begin assembling the packet of information to send to the potential client. The packet and Maegan (over the course of 90 days) by doing the following: should include a printed copy of the following (additionally, you may also email this information as attachments to those clients that prefer email): • Observe the workflow of every one in the office; a. Elder Law Questionnaire form • Collect all data used for each type of law practiced including check‐ b. directions to the office lists, template letters, and software; c. Welcome letter printed onto company letterhead • Develop case file nomenclature that included color‐coding, acronyms and identification of Key Performance Indicators (KPIs); d. company newsletter • Provided information for I.T. vendor to properly set up a shared cal‐ e. staff introduction document endar and new network based on the departments identified in their Business Design Blueprint. 5. remember to save an electronic copy of the Welcome Letter and name the file according to: [Client’s Last Name, First Initial – Type of CaseMonthYear of Case – Document Type] Example: [Doe, J. – MED1207 – Welcome Letter] Case Type Acronym Color 6. place all printed documents from step #4 into a purple, laminated company folder in the Estate Planning EP light blue following order: Special Needs Trust – 3rd Party EPSNT gold/yellow Left-Hand Side Right-Hand Side - Directions - Welcome Letter Medicaid (Elder Law) 1SNT purple - Company Newsletter - Elder Law Questionnaire - Staff Introduction Probate PB brown Guardianship/Conservatorship GUCO orange 7. place a business card in the folder and then place the folder into a large white mailing Veterans’ Benefits VA green envelope Special Needs Trust – 1st Party MED lime green 8. place the sealed white envelope with printed address label into the outbox bin located in the work room Small Business & Corporations CORP red 9. bring all packages in the outbox bin to the post office every Tuesday and Thursday either Business Buy/Sell BUYSELL blue 20 minutes before your lunch break or 20 minutes before your work day ends. Collect receipt for postage, bring back to the office, and place in Steve’s inbox. Copyright © 2007-2010. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The photographs shown in this case study are the property of Equilibria, Inc. and are intended to be used for educational purposes only. Reproduc- tion and distribution for-profit is prohibited. Equilibria, Inc. | 1-888-636-5999 | www.EQBsystems.com | Twitter: @EfficiencyEngr | www.linkedin.com/in/aliciabutlerpierre

business process manual—case study Page 3 of 4 (operations manual for small business) 3 value & results… ↑Owner’s Equity ↑New Hire Training Capacity ↑Operational Capacity ↑Time for Practice Development Maegan and Steve now have a Case Management Operations Manual that houses the detailed processes for handling each type of case. Each proc‐ ess was accompanied with a flowchart (see page 4) as well as record‐ keeping procedures and passwords needed to access specialty software. We made sure to train everyone on how to update and maintain their Business Process Manual and showed them how to store it on their new computer network. With this Business Process Manual, Maegan and Steve were able to: • Hire and train a new Office manager 60 days after the Business Proc‐ ess Manual implementation, • Eliminate time conflicts with scheduling client appointments • Evaluate and monitor staff performance through well‐defined and Business Process Manual Contents communicated KPIs, • Table of Contents • Leverage their documented case knowledge as assets by having some • Business Design Blueprint of their more proprietary processes valuated and included as an intel‐ • Service Delivery Blueprint lectual property asset on their balance sheet, • Electronic Records Management System • Paper Records Management System • Hired a new attorney a year later and opened a satellite office six • Work Space Logistics plan months after that bringing in another $350,000 in revenue, • Customized Business Processes • Take a month‐long joint European family vacation without a single call • List of KPIs per Business Process from the office to handle an issue. • List of Forms, Templates, & Checklists per Business Process Copyright © 2007-2010. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The photographs shown in this case study are the property of Equilibria, Inc. and are intended to be used for educational purposes only. Reproduc- tion and distribution for-profit is prohibited. Equilibria, Inc. | 1-888-636-5999 | www.EQBsystems.com | Twitter: @EfficiencyEngr | www.linkedin.com/in/aliciabutlerpierre

business process manual—case study Page 4 of 4 (operations manual for small business) BEGIN THE MEDICAID PROCESS create a labeled binder with place file in the “Initial Consultation” wall bin in lime green spine insert to house the work room client’s documents answer phone transfer e-info from “prospects” send thank-you card to referral (if applicable) to “clients” listen to caller state reason for call call to remind prospect about initial determine how to transfer assets fill out Secretary’s Checklist or open Wealth Docs consultation session to collect basic information does prospect need to LONG- CRISIS reschedule? TERM tell potential client type of case involved does the client qualify does the fund transfer for Medicaid? involve setting up a trust? tell the potential client that an initial consultation YES NO fee is involved reschedule escort prospect into YES NO YES NO does the caller want to conference room the day of appointment and schedule an appointment? initial consultation session update Steve transfer assets (if inform client that he/ draft trust documents escort client or applicable) she does not qualify using MPS in Wealth his/her personal will the prospect become a Docs representative client? into conference YES NO draft a Medicaid room to sign follow the long- escort client or his/her Application & any wills term process personal representative Miller Trust into conference room to set up an thank caller for his/her time sign any wills and trusts escort client appointment and hang up phone YES NO escort client or his/her out of office personal representative into review the Asset Transfer conference room to sign Log with the client hang up phone and enter the Medicaid Application Steve will collect half of Steve will collect the contact info into Outlook the retainer fee entire initial consultation fee escort client out of escort client out of email calendar appointment review the Document office office to Steve Inventory Checklist with client escort the client out of the office mail the signed, transfer assets create network folder for the completed Medicaid is this a crisis or long- Application to the prospect term case? PROCEED TO CLOSE- specific county office OUT STAGE fill out basic info in Wealth once Medicaid office Docs and save to network LONG- calls, schedule a date END CRISIS CLOSE-OUT TERM for qualification meeting STAGE assemble and mail packet of into to prospect set up an appointment set up an appointment prepare documents for close-out for client to sign the for client to sign the inform client about recycle binder Medicaid Application Medicaid Application meeting with Medicaid does the client want to enroll in Assemble a file folder for within the next 2 weeks within the next 3 weeks case worker the maintenance program? (for retain hard copy file prospect; include copies of all long-term cases only) for six months or twelve documents needed for initial months (for maint. tell client a higher Steve will attend consultation meeting plan), then shred fee is involved meeting with Medicaid YES NO give client a copy of transfer e-info from Medicaid will let you the Documents “Clients” to “Closed know within 45 days if scan all Received Checklist set up calendar Files” the client qualifies information in the reminder to contact client in one year client’s binder escort client out of inform client about the save electronic files the office status of his/her application Copyright © 2007-2010. Equilibria, Inc. This case study is based on actual facts and data. In our efforts to uphold client confidentiality, we disguise and sometimes eliminate revealing data. The photographs shown in this case study are the property of Equilibria, Inc. and are intended to be used for educational purposes only. Reproduc- tion and distribution for-profit is prohibited. Equilibria, Inc. | 1-888-636-5999 | www.EQBsystems.com | Twitter: @EfficiencyEngr | www.linkedin.com/in/aliciabutlerpierre

Operations Manual Case Study - Small Business

by Alicia Butler Pierre on Jul 08, 2010

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