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Best Practices Accelerator
This document outlines a proposed solution to standardize best practices across functions at a company to improve consistency and quality of service. It recommends identifying knowledge using a structured approach, communicating a vision and plan, and implementing processes like audits and a knowledge management system. This is estimated to cost $2.75 million initially from consultants and workforce reallocation, but save $4.75 million annually and increase profitability by better utilizing employees' time and knowledge. Roadblocks like adoption and resistance to change are addressed, and benefits include improved customer satisfaction, consistency, and profit. It promotes an ongoing cycle of identifying, communicating and implementing improvements.
Best Practices Accelerator
- 1. ABC Best Practices: Identify,Communicate & Implement Presented by: The Loud Crowd “We Put Our Ideas Where Our Mouth Is” Carlos Camargo, Robert Gallucci, Andrea Monaghan, Greg Tornga, Godfrey Unaka
- 2. Gumpism “Life is likea rubber band: harder you go forward, harder you snap back. So do not make slip-ups”
- 3. Challenge: Don’t Re-inventthe wheel! To provide a solution to properly Identify, Communicate and Implement standard best practices through standardized methodologies, across functions, across the country to deliver consistent high quality services to our customers
- 4. Threatened on allsides • Customers – Low Satisfaction – Lower Revenue – Lower Profitability • Under Utilization : Execution • Not Leveraging Knowledge • Employee Turnover due to Frustration • Lost Opportunity Costs • Time / Money / Effort in Re-inventing the Wheel = » DE-VALUATION
- 5. So What’s TheSolution? • Identify – Knowledge Capture using F.A.I.R Approach • Ideas, Processes, Examples & Samples • Current Use Practices • Communicate • Vision • Skills • Incentives • Resources • Action Plan • Implement • Current Audit Processes • Tie Mgmt Compensation to results • Knowledge Management System
- 6. The Bottom Line Wesell a service - a service based on time Time once lost is gone forever. Therefore - Any increase in our ability to fill time with service will increase our profitability
- 7. What’s It GoingTo Cost? Consultant Ramp Accelerator 1 week $4,000 x 500 Consultants $2,000,000 Workforce ReAllocator Median Salary Workforce Costs* Before Workforce Re- Allocation Costs* After Associates $30,000 5% $1,500,000 5% $1,500,000 Consultants 35,000-60,000 $50,000 75% $37,500,000 85% $42,500,000 Seniors 60,000-90,000 $77,500 20% $15,500,000 10% $7,750,000 $54,500,000 $51,750,000 $2,750,000 *1000 Consultants x % x Salary SAVINGS $4,750,000 Best Practices Accelerator Annual Cost Incentives to Volunteer Team $500 per Quarter for non-mgmt ~ half of team ($20,000) KMS, CD & Mgmt $1000 per user - average of 1000 user (1,000,000)$ Benefit to The Bottom Line $3,730,000
- 8. And How DoWe Do This? – Submission Site – Facilitated by National Directors – Analyzed by Team of Field Domain Experts – Beta Group to Test Viability of Solution – Knowledge Management System – Sign-off Receipt List in KMS – Best Practices CD – Certification to ABC Best Practices – Follow-up with Initiatives Audit
- 9. Roadblocks • Actually BeingUsed • Speed @ Which We Work / Grow • Embracement • Not Acting Like An Owner • Resistance To Change • Time To Do It / Use It • Time To Get It Down • Over Initiative - ized
- 10. Benefits • Customer Satisfaction •Service Consistency • Improved Quality of Service • Leveraging Assets • Profit & Pride!
- 11. Continual Process Improvement IdentifyImplement Communicate
Editor's Notes
- #4 Read Mission Statement Prop: Use the ball – This is our world today, Tight and ready to explode outwards If we do not manage our deliverables to insure a consistency of product and service throughout the process…….. We are going to snap back hard
- #5 That snap back may be driven by many factors From our customers: Lack of consistent services and methods will create low satisfaction This in turn will drive down revenue And negatively impact our profitability Lack of implemented best practices and methodologies will create an underutilization of our entire workforce; from corporate to consultant! We will fail to execute our ultimate objectives The truth is: we are in danger of not utilizing our most precious resource. The vast knowledge base of information in the heads of our consultants, AE’s and CCR’s. This is the true power of our organization. By not tapping this resource our employees will become increasingly frustrated by the lack of consistency of our product – this will lead to increase turnover as our staff seeks more rewarding employment Of course this will promote a loss of opportunity The time, moneny and effort wasted in lack of best practices and methodologies will lead to DE-Valuation
- #6 We need to identify best practices in all areas and convert those into methodolgies of conducting our business. We need to do this using the FAIR approach We need to We need to capture knowledge utilizing the FAIR principles which is consistent with our inverted pyramid org structure We are not including the right people in the decision making process. Everyone needs to have a say. Feedback: Identification: we are looking for feedback into the current process to close the feedback loop on existing practices. We need to create a feedback loop - where we are getting assistance and including our best resources. Respecting their knowledge - inverting the pyramid Great Game of Business - Get buy-in from all levels Leveraging the knowledge Capture - Communicate - Disseminate Any B.P. or Methodology needs to be Communicated to all levels & all personnel This communication needs to include the Vision - of why is this the right way of doing it Skills required for success Reward for practicing these skills Resources to achieve these results Action Plan to implement the practice We need to insure the implamentation of this by augmenting the current field level audit process to include capturing use of BP and Methods We need to tie success of implamentation into the compensation of all mangers from MD to Team Lead We need to utilize a knowledge management system to track and disseminate the information
- #8 To the Top: Consultant Ramp Accelerator - by reducing the ramp by 1 week we’ve gained For ease - assuming 40 hours / week at $100 1 slot is $4,000 With a planned increase of at least 500 consultants = $2 mil To the Bottom: With the implementation of best practices & standardized methodologies. We can utilize a less expensive consultant resource to achieve comp. Cust sat goals.
- #9 Ideas / samples / examples/ existing processes submitted to intranet site Compiled & assigned to current team Volunteer team consists Each office has the opportunity to contribute 1 person from each leg of the stool. Team is made up equally of mgmt & field personnel Volunteers are selected by their management and offered the opportunity to participate in the program Team serves for 3 months or completion of assigned best practices Tested by Beta Group and revised by team as needed
- #10 We do see Roadblocks Resistance to change and the pace at which we are running But with the initial implementation of a best practice KMS we believe we the bus can run these roadblocks down.