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 like a rubber band:
harder you go forward,
harder you snap back. So do
not make slip-ups”
3. Challenge: Don’t Re-invent the 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 all sides
• 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 The Solution?
• 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
We sell 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 Going To 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 Do We 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 Being Used
• 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
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
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
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
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.
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
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.