1. Executive
Chairman
Operations
Finance IT
Admin
Sales
04/07/201904/07/2019

2. Placing the Customer at the heart of what we do
What Good Looks Like
Simple
Reliable
Having a backup system
Integrated with other systems
Provides MI & trend data
High Level Processes
Tells us What To Do
Lists stages/phases
Identifies critical tasks
Identifies business owner
Back to Basics manual
Tells us how to do critical tasks
Uses checklists & diagrammes
Mission/Purpose
Placing the Customer at the heart of what we do
Skill
Knowledge
Attitude
Experience
Culture – “Treating our employees & each other like our finest customer”
Linked to our North Star
Customer-centric
Inspire & are sensible – address “Why are we doing this?”
Implementing policies, procedures, & policies
Running efficient admin procedures
A cyclical process – no set start point
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3. Policies Why do we do what we do
Have the policy link to the mission/purpose statement.
Ensure that the policy makes sense & is customer-centric
Have our policies be our “North Star”
One Idea for Policy Guidelines:
Do Your Best
Do What’s Right
Treat Others The Way You Wish To Be Treated
Enjoy Yourself!
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4. Our bottom line: Treating each other the way we want to be treated.
People (Who Does What)
Treating our employees like our finest customer by:
Challenging and rewarding work – towards a worthwhile purpose- enabling our clients to run a really successful business – we don’t provide data, we bring wisdom and knowledge that they can use. We deliver value.
Professional/Personal Development
Recruitment process
Skills Gap Analysis & 360o feedback
Core competencies
Matching Skills, Knowledge, & Attitude to each Job
Job enrichment – Getting people out of their comfort zone (Getting out of your comfort zone doesn’t necessarily make you uncomfortable.)
Encouraging individual accountability and collective responsibility.
Our bottom line: Treating each other the way we want to be treated.
© sesame Presentation Name/Ref.

5. Processes What is Done The High Level Process:
Links the process to our North Star
Identifies the Business Owner for the process
Defines what we do, not how we do it
Is divided into stages/phases
Lists those key/critical tasks that must be done under each phase.
Building in Quality Control at each stage of the process.
© sesame Presentation Name/Ref.

6. Systems Having the right tools to do the job
Ensuring that they are simple and reliable
Ensuring that there is a back up system.
Having systems manuals (Back to Basics to augment their use)
Continually improving the system
Implementing Quality Control
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7. Procedures How it should be done
A “back to basics” reference guide that anyone can use by:
Identifying who does what
Telling how they do it
Being succinct
Using checklists/diagrammes
Being “in synch” with the High Level Process
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8. Practices Doing it the right way
Formulating, adopting, and living office procedures – documentation & filing.
Personal organisation
Tidy desk philosophy
Effective time management
Team harmony
Professional outlook – Making & keeping commitments – Under promising & over-delivering – making continual deposits into emotional bank accounts.
Work as a combination of legal & social contracts – “What you are says more than what you do or say.”
© sesame Presentation Name/Ref.