Demand-Driven Business Services Process Map


Published on

This ebook for workforce development agencies provides a step by step guide of the job-driven, demand-driven model.

Published in: Education, Business, Technology
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Demand-Driven Business Services Process Map

  1. 1. Demand-Driven Process Map A Step By Step Guide To Engage Employers, Place Workers & Increase Outcomes Market Research Lead Generation Lead Conversion Skills Development Service Delivery Job Seeker/ Employer Success Performance Management
  2. 2. About Launchpad We help Workforce, Economic & Community Development organizations transform their programs and the communities they serve, through the adoption of cloud crm technology and by helping them align business process to improve efficiencies and collaboration.
  3. 3. 1. Market Research Labor Market Research is the starting point for business services. Every representative should conduct their own research within their market as labor trends vary area to area. Use internal data on job openings and client caseloads to determine supply and demand. Research decision makers and their pain points through meetings and discovery calls. Determine Market Supply & Demand Determine which skills are in greatest demand by looking at job openings and surveying employers. Determine what the supply of talent is by inventorying available clients. Skills Gaps - Often you will have a supply and demand gap i.e.: More jobs and few qualified workers, or visa versa. In this case try to group your workers by broad categories. Leverage OJT to get workers into positions. Top Industries Based on your supply and demand research, identify which are the top 3-5 industries you want to target. Example: 1. Manufacturing 2. Retail 3. Financial Services Employer Personas & Themes Determine who the main buyer types (personas) for your type of workers, and what their pain points (themes) are. For example: • Executives - Wants to reduce turnover, and lower costs of recruitment. • Managers - Wants to see more qualified candidates, and reduce turnover. • Human Resources - Wants to see more qualified candidates, and improved training • Recruiters & Staffing - Wants to see more qualified candidates, quick response times.
  4. 4. 2. Lead Generation Leads are employers who can “potentially’ use your services. Employer leads are the lifeblood of business services. The following activity types can help you generate new leads. Networking Networking leads are the most valuable type of leads, and the most efficient to acquire. Ask every employer client for 2-3 referrals. Inbound Marketing The next most valuable leads come from inbound marketing i.e. social media, blogging, webinars, etc. Learn more about Inbound Marketing. Use the campaign tab within WorkSource to manage and track your leads. Email Campaigns Use the mass email function of WorkSource to send out targeted email campaigns to prospects lists. Telephone Marketing Making outbound phone calls to targeted prospects can be effective, but have lower ROI compared to the previous methods. Cold Calling The LEAST effective, lowest ROI activity of the group. Averages a 1-3% ROI.
  5. 5. 3. Lead Conversion Your marketing and promotion activity will result in inbound employer leads, which need to be converted to opportunities such as job orders. Implement a standardized process for qualifying and processing these leads. Capture Leads Every lead which comes in through your marketing activities should be tracked and followed up on immediately. Unqualified Leads Qualify Leads Close Leads Not all leads are equal. This is where quality trumps quantity. Call your leads and ask them a series of questions to determine if they are qualified. If a lead is qualified, advanced the lead forward to a “Discovery Meeting/ Call” where you can learn more about the employers hiring needs, and try to secure an opportunity. Questions you want to ask are how many employees they have, how long have they been in business, and do they provide training. If a lead is qualified, move to the next stage. If unqualified, send back to marketing. Secure Opportunity The goal of every client meeting is to secure an opportunity to provide business services such as filling their job orders, providing recruiting or consulting services.
  6. 6. 4. Skills Development Skills Development is where case management and business services intersect. Case Management plays an important role in preparing a pipeline of job ready workers to fill employer positions. Make sure you have strong communication between your case management and business services teams, to ensure effective collaboration. Eligibility & Intake Assess & Triage Training Job Ready Determine eligibility for participants and enroll. All participants you plan to place in jobs should be entered into a searchable database your job developers can access. Assess your case load to determine their level of job readiness, and group into the following categories. Focus on high-impact training to get participants job ready. Work with employers to design training and give them opportunities to interview participants early. Keep a daily updated list of your job ready participants so they can quickly be referred to employers. ● Group C - Participants Not Skills Ready/ Not Job Ready ● ● Group B - Participants Skills Ready/ Not Job Ready Job Ready Not Skills Ready ● Group A - Participants Skills Ready/ Job Ready
  7. 7. 5. Service Delivery An essential component of the demand-driven model, is the business services involvement in the hiring process. The traditional supply-driven model leaves it up to job seekers to self-employ. In the demand-driven model, business services is actively engaged with the employer to manage the hiring process, through to placements and onboarding. Sourcing Job Developers and Case Manager must have the ability to search the database of available workers using a set of criteria. The best solution is to have an integrated Case Management and Business Services CRM. Referrals/ Submittals Job Developers can act as the representative to present the participant. This allows job developers to stay involved in the process, and help the employer overcome any objections they have with the participant. Avoid having participants apply to jobs without first the job developer being involved in the process. Manage The Process Secure Placements Work with your employers hiring managers and HR to manage the hiring process. Instead of emailing resumes and waiting for responses, proactively ask for interview times in advance and schedule for your participants. Use hiring events to accelerate the process. By managing the process, you increase the probability of filling a position. Work with your employers to secure hiring commitments. Pre-close with your participants so you can accept an offer for them on their behalf. Then call the participant and make arrangements for them to start. Hiring Events Well managed and choreographed hiring events increase the chances your participant will be hired by 400%. The also significantly reduce the time to hire.
  8. 8. 6. Client Success Offer maximum value and ensure customer success by providing ongoing support to the employer and participant. By staying engaged, you’re able to address challenges as they come up and deepen your relationships with employers. Onboarding Schedule regular follow up calls with the participant as well as the employer. ● ● ● ● Arrival Calls First Day Calls First Week Calls 30, 60, 90 day calls These calls can be pre scheduled in your CRM/ Case Management system and will give you opportunity to ensure success as well as secure new job opportunities. Managing Cases If you do identify a problem such as participant running late due to transportation or having interpersonal problems with coworkers, create a case record and associate specific activities to ensure follow up and resolution. Celebrate Success Celebrate every new employer success by writing a short email announcement and circulate out to your other employers and prospects. Continually promote the success you and your clients are having, to generate new opportunities.
  9. 9. 7. Performance Management Effective performance management is the key success factor for workforce development. Use your CRM/ Case Management system to run regular reports to track key performance indicators (KPI) of case management and business services. Have daily, weekly and monthly meetings to ensure staff are meeting and exceeding goals. Case Management KPI’ s ● ● ● ● ● ● ● ● Business Services KPI’s ● ● ● ● ● # New Enrollments Caseloads by stages # Job ready participants Participants by skills type # Exits Entered employment Common measures Case Report KPI Cadence ● ● ● Daily Stand-Up Meetings (Mornings) 5 mins Weekly KPI Reports - 30 Month to Goal - 1 hour Opportunity pipeline by Stage # New Job Orders Job orders by type Referrals by stage # new placements
  10. 10. Demand-Driven Process Map A Step By Step Guide To Engage Employers, Place Workers & Increase Outcomes Market Research Lead Generation Lead Conversion Skills Development Service Delivery Job Seeker/ Employer Success Performance Management
  11. 11. Contact us: Phone (949) 253-4106 Email: