UNDERSTANDING REMOVED COMPANY NAME & LOOKING AHEAD TO SUPPORT THE DREAM TEAM

Transcription

1 UNDERSTANDING REMOVED COMPANY NAME & LOOKING AHEAD TO SUPPORT THE DREAM TEAM Initial Company Assessment with CEO, March 2012 R. Keith Hall

2 UNDERSTANDING REMOVED NAME & LOOKING AHEAD TO SUPPORT THE DREAM TEAM QUESTIONS AND STRATEGY AWARENESS Removed Company Name launched in 2010 Currently employs around 200 team members Working Micro Call Center Strategy for 1+ year What is projected kick off date for stand-up of first micro call center? At what stage or percentage of progress are we currently at in preparation for kick-off? What military installations are the first, second and third tier targets? Are there other states that are being considered as best target states whereby 1 st, 2 nd, and 3 rd tier military installations will then be identified? Are targeted installations being determined based on the income and poverty rate of the active duty military population, on the overall economy of the city where the military installation is fixed, based on the need for new jobs in a specific city where such installations are fixed, or based on cheapest locations to initiate new business? What infrastructure/real estate is currently being looked at for primary and secondary space selections to support tier 1, 2, and 3 targeted installations? Are all members of the executive team familiar with the San Antonio Inner-City Reinvestment/Infill Policy which potentially supports availability of space (particularly around Fort Sam Houston)? Are members already working with the City Manager and Special Projects Liaison to help identify best and other potential opportunities? UNDERSTANDING REMOVED COMPANY NAME GROWTH RATE Considerable growth over the past 12 months (now 19 months) What was the initial employee count at or before 90 days? employee count at 6 months? employee count at 12 months? employee count at 18 months? employee count at 2 year anniversary? Were lessons learned recorded after each major onboarding and with each mass integration of new employees? Were the corrective actions from each lesson learned inserted into a strategic implementation manual (i.e. for standup of new call centers) and then integrated into a training plan for new executive dream team members so that they can understand historical issues to then be Page 2 of 5

3 empowered to forward think beyond those errors to vastly improve onboarding and implementation at future sites? Was documentation created showing how much money, how many resources were acquired, the critical process steps, and the previous timelines that was necessary to successfully become fully operational capable so that strategic planning and implementation of new sites are vastly enhanced and streamlined (also this helps with deciding competitive contracting/contractors) i.e. redefining the standard and improving upon past performance? EXPANSION Recent space allows for expansion of another 300+ employees What is currently happening in the additional space? When will the space be completed to accommodate up to 300+ employees? Is there a service or function that can occur in the space before it is fully set for operations that can bring financial benefit to the company or intrinsic benefit to the team? CLIENT CONTRACTS What are the standard durations in time that we aim for? When do current contracts expire and what time in our strategic planning do we go full force to renew and expand contracts with existing clients? What is the main approach and/or who is the main source for business development and initiation of new clients? Has a second person been identified to also work on client contracts or is there already a position and person that supports this necessity? Who are the targeted clients that we are currently seeking and those who are high interest who we ve not yet began seeking? OUTSOURCING EPIDEMIC How is Removed Company Name capitalizing on this opportunity? How are we gaining insight of which companies are terminating international and overseas outsourcing contracts? How do we connect with those companies in a timely manner? Who is currently planning and forecasting growth based on the aforementioned opportunities? Who by position is creating relationships with real estate investors and property managers to find inexpensive opportunities for real estate to support expansion and growth strategies? THINGS THAT INSPIRE ME ABOUT THE REMOVED COMPANY NAME Investing in the leadership team (a seemingly strong focus on leadership) Focus on every contact as an opportunity to create memorable service experiences (hospitable approach and wise business and social decision) Page 3 of 5

4 Employee and family focused culture ( leads to growth for our employees not completely understood) Exciting opportunity to bring talented people in the organization o Work exceptionally hard to only bring on the best and those who have potential to be the best if given the right opportunity o Super Human/Super Performer Recognition Social o The Best of the Best Dinner Social o Hot Stuff or Go Getter Hot Line/Web Portal Extremely client focused (wise business decision) Creating jobs for the veteran community (great patriotic effort and servant-like approach) Employee-centric culture development (opportunities are included above regarding Recognition Social) o Birthday Club (average 17 birthdays per month) o Volunteer Birthday Project Officers (set up a free birthday celebration with locations where they negotiate savings for the birthday clubbers to have a united group function; also an excellence opportunity to see managerial skills and leadership abilities in junior employees) LEVERAGE GAINED FROM CALL CENTER CONFERENCE 2012 Stop the Churn! How employee turn-over hurts shareholder value o can t lose the awareness of the positive benefits of new blood What is Removed Company Name) strategy to maintain balance between the two? Turn-over problem, Check your span of control The Firestarter : Motivating the front-line agents to provide exceptional customer service. Who are the most prominent Firestarters in Removed Company Name? Is leadership training being developed or executed to help all team leaders become Firestarters? Motivating the Most Important Customer You: Stop waiting for others to lead take responsibility for your own actions to improve the customer experience. REMOVED COMPANY NAME STRATEGIC GOALS Superior call center results (Does this precisely coincide with the Director of..quality role?) Best in class operational efficiency (Does Organizational Effectiveness precisely coincide with the same role?) REMOVED COMPANY NAME SERVICES Contact Center Outsourcing Back Office Outsourcing Consulting Project Consulting Start-up Assistance Page 4 of 5

5 Executive Coaching Temporary Leadership Replacement REMOVED COMPANY NAME NEWEST DIRECTORS Director of Client Relations Removed Employee Name Director of Operations Removed Employee Name Director of Learning, Culture and Quality Removed Employee Name Director of Talent Acquisition and Management Not Yet Determined OTHER AREAS OF KEEP BUSINESS INTEREST THAT I WANT TO UNDERSTAND MORE ABOUT Sustainability Organizational Development Organizational Effectiveness (seemingly covered or partially covered in one of the director roles) Customer Experience (seemingly covered in one of the director roles) Quality Assurance Quality Management (seemingly covered in one of the director roles) Strategy and Innovation Customer Loyalty (seemingly covered in one of the director roles) Business Development Page 5 of 5