optimizing business processes...optimizing business processes every business wants to make more...
TRANSCRIPT
Optimizing Business Processes
Every business wants to make more money. This
session focuses on those critical steps to take to
maximize revenues, and minimize losses.
Topics • What are the core Business Processes at a Field Service Company?
• Why Outsource?
• Risks and Benefits
• Controls
• Information Security, Quality, Training, Insurance
• Areas of Consideration
• ERP
• Outsourcing Office Work
• Bids and condition Identification
• P/L – Accounts Receivable Management, Cash Flow
Core Business Processes
• Sales, Client Management
• Sourcing, Training, and Managing
Crews
• Work distribution, Assignment and
Check-In
• Quality Control
• Reporting, Billing to Clients,
Cash Flow / AR Management
Sales Process
Invoice More Dollars
Diversification of revenue
– You can diversify in our current industry through territory and
product offering.
– You can also market to other comparable industries and verticals
with existing services.
– If you specialize cleaning you can market to VRBO or Airbnb for
clients.
Sourcing, Training, and Managing Crews
Invoice More Dollars Reduce Crew Turnover:
• Turnover in crew members results in additional time and money spent
to hire, train and replace individuals that work for your company
– Expanding into additional service lines increases work volume
– Expanding into additional zones and coverage areas increases
work volume
– Increased work volume gives your employees and crew members
the ability to complete more work and stay busy
Work Distribution
Mobile
Work distributed to crews using your mobile app
•Compliance
•Oversight
•Transparency
•Mandate your form and rules
•Tamper-proof Photos
•Check-in reports
Work Distribution
Dispatching and Routing Crews
• Utilize mapping software
• Provide work and dispatch day
before
• Have “adhoc” lists, so if work
orders take less time than
expected you can move to next
order
Work Distribution Invoice More Dollars
Utilize checklists and job aids to ensure all work order instructions, client and investor allowables are completed and conditions are bid and reported.
– Provide incentives to crews for completing all allowable work to maximize cost per initial and create an encouraging environment to ensure work order instructions are completed correctly
– Documentation from properties
Use smart forms for the vendor to lead through allowables. Make the most of your opportunity. Leave no crumbs on the table. – $75 order can become a $750 order if you maximize allowables.
– Create a list of supplies for your vendors to carry by work type or client.
Work Distribution
Bids and Condition Identification • The obvious here is fully utilizing all Work Order allowables
– Knowing allowables
– Knowing Client rules / SLA
– Leaving no crumbs on the table
• Considerations here
– Liability in what’s not bid can negatively impact
– Margins
– Score card
– Future work volumes
Quality Control
Invoice More Dollars
Proper Tools and Practices: • Perform a quality control check prior to crew leaving the property to ensure you are
maximizing the invoice and cost per initial
– Minimize the risk of reconveyances, charge backs and follow up orders by
implementing proper QC program and utilizing QC checklists and previously
discussed checklists
– Find billable allowable items before order submission
– Ensure all damages are identified and bid prior to order submission
– Hold crews accountable for incomplete work.
Reporting, Billing to Clients
P/L – Accounts Receivable Management
• Track your receivables and payables.
• We import client payment to generate reports for
receivables. Technology
Cash Flow
• Analyze P&L and determine if you have the right
client/product mix.
Why Outsource?
Risks and Benefits
Setting your expectations from the engagement
• Defining your expectations
• Consider potential failures modes and
possible course of action to be initiated
when you encounter failure
• Ensure BCP
Outsourcing Office Work
Key Considerations • How to pick a provider?
• How to control information flows to the provider?
• What to keep in house vs Outsource?
When to outsource
• Do not outsource relationships – such as client relationships
• Get the process to control stage within the organization, before you
consider outsourcing.
• Skewed up processes are not the best candidates.
Controls
• Information Security, Quality, Training
• How do you Protect Client information?
• How to prepare yourself for the transition
• Documentation – Standard operating procedures
• Process maps
• Clear definition of SLAs
• Measuring SLAs
• Governance calls / meetings
• Technology Changes
Controls Controlling liability
Not all revenue maximizing opportunities are invoiced.
• Limiting liabilities will also enhance the bottom line.
• Limiting liabilities will enhance vendor scores and provide. opportunities to gain more work.
• Leverage your tech provider to enhance your vendor network. – They can recommend a vendor in your area of need.
• Geographical
• Product line
• Specialization
– Recommendations are already familiar with your software platform. Lower training curve.
– Recruiting and advertising costs are lowered.
Controls • Track Crew insurance and licensing to minimize exposure. – Vendor management is key for dialing in profits, limiting liability and
document control.
• Track crew score by work type to ensure you are maximizing your network. – For example, a vendor may score perfect on grass cut but they may always
miss times and results for secures.
• Accounts Payable/Receivable Accuracy via system reporting – Solves payment disputes quickly
– Saves National Service Provider and Regional money in constantly battling vendor pay disputes.
– Prevent property liens.
– Everyone gets paid faster.
Controls
• Inject business rules into every order to ensure max revenues can
be realized.
• Inject business rules to ensure that bill backs are limited as much
as possible.
• Leverage mobile technology
Areas of Consideration
• Areas of Consideration
• ERP
• Outsourcing Office Work
• Bids and condition Identification
• P/L – Accounts Receivable Management, Cash
Flow
• Outsourcing vs smart sourcing
• Provide more than cost advantage?
• Make your overall process more efficient?