Methodology & Approach

We focus upon the alignment of the Client’s Strategy, Process, Organization, and Technology. If these are not aligned, the client will likely not achieve their goals and objectives. Each piece must complement the others to realize the desired results for the Client, its customers & shareholders. As part of the assessment process we review each component to ensure it is functioning well independently as well as confirming. For example, Process deficiencies will negatively impact delivery of value to customers which in turn will lead to disappointing sales or customer satisfaction (Strategic Goal).

Each area defined:

Strategy – for our purposes, strategy refers to the goals and objectives of the organization as outlined in the Client’s Strategic Plan. This plan should be comprised of at least two main parts:

1. Goals and Objectives
2. Key Projects / Initiatives directed towards achieving the goals and objectives

Process – refers to the operating and business processes employed by the key functional areas of the organization (Operations, Sales, Finance, etc.). Focus on key processes that most closely impact the customer experience, perception of value and payment collection. Probe for three elements, specifically in this order:

1. Quality – does the process reliably and consistently produce a good outcome free of defects, mistakes or returns?
2. Quantity – are we able to produce enough of this product or service? Are there stockouts? Is there a backlog in the schedule? Are we missing service appointments?
3. Productivity – after we address Quality and Quantity we can then look at producing while consuming the fewest resources (time, money, labor, inventory, etc.)

Organization – refers to the staffing, organizational structure and span of control. Probe for:

1. Lack of, or poorly defined, roles and responsibilities
2. Unclear ownership of tasks / duties
3. Training, Coaching and Reinforcement
4. Span of Control
   1. Too narrow – e.g. 1-to-1
   2. Too wide – e.g. more direct reports than one person can reasonable manager / support given the role and need for support

Technology – refers to systems and equipment. Probe for:

1. Efficacy – does the system or equipment work consistently;
   1. look for downtime events
   2. workarounds (e.g. does the team use the software?)
2. Data integrity – is there one source of truth?
3. Standardization – do we have uniform adoption of the chosen solution? Is there a chosen / recommended solution?