Compete Effectively…

Operational Plan for

Growth & Contract Readiness

Market Trends

Commissioner Priorities

Reduced fees

Security sensitive

Customer first

Value for money

Scrutiny and proof

Social value

Organiastional Needs

Reduced administration costs

Secure and robust systems

Customer journey intelligence

Cost benefit analysis

Evidence of performance

Wider Impact

5 Benchmarks for Competitiveness

1. Customer Information

2. Customer Service

3. Management Processes

4. Management Information Systems

5. Key Performance Indicators

1. Customer Information

Information to Capture1. Demographics

2. Baseline data

3. Source of customer

4. Motivations for engagement

5. Special circumstances

6. Services received

7. Preferred communication method

8. Communication methods deployed

9. Outcomes achieved with customer

10. Complaints made by customer

Best Practice Standards 360 Degree View 100% Tracking Organisational

Confidence Market Intelligence

2. Customer Service

Information to Capture1. Date of engagement

2. Expected dates of contact

3. Actual dates of contact

4. Action dates of progression

5. Dates achieved outcome

6. Actual No of Days - Start to Completion

7. Difference in days Actual v Expected

8. % Achieved in expected timeframe

9. Reasons for not achieving timeframe

10. Customer satisfaction score

e.g. Net Promotor Score

Best Practice Standards Customer Journey

Timeframe

Range of communication methods

Performance measurement Addressing challenges with solutions

Customer Satisfaction Score

3. Management Process

Requirements

1. Lean Management

2. Process Maps

3. Process Manuals

4. Job Descriptions

5. Project Co-ordination

6. Organisational KPIs

7. Team KPI’s

Best Practice Standards Cost Effectiveness &

Efficiency Process Clarity Management Performance KPIs Project Management

Methodology Quality Standards e.g.

ISO9001 Kite Mark, MATRIX, OFSTED, City and Guilds, Customer First, PQASSO.

4. Management Information Systems

Requirements 1. Customisable

2. Real-time data & analytics

3. Accessible

4. Secure

5. Affordable

6. Reliable

7. Recognised quality

8. Globally recognised

9. Upgrades

10. Integrated

11. User-Friendly

Best Practice Standards Customer management system Recognised brand Secure and reliable Secured tiered access Real-time market intelligence /

analytics

Example – Salesforce CRM

Offers free and discounted licenses to Non-Profits.

Currently used by 23,000 non-profits.

Economic Change have customised it to manage contracts funded by:

Big Lottery, EDRF, ESF, LEGI, WNF, Cabinet Office, DCLG, DWP, Local Authorities, amongst others.

1. Global Cloud Based Solution

2. Free and Discounted to Non-Profits

3. Fully Customisable

4. Easily Integrated

5. Security Profiles for Different Access

6. Flexible Reporting

7. Real-Time Analytics www.salesforcefoundation.org

5. Key Performance Indicators

KPI Requirements 1. Marketing

2. Customer Service

3. Sales

4. HR

5. Finance

6. Outputs

7. Outcomes

8. Impact

Best Practice Standards SMART Targets Evidence & Track Record Project KPI’s Organisational KPI’s Theory of Change Model Monitoring Framework Board Scrutiny Independent Evaluation

Thank you and Good Luck

Further Support & Get In Contact

Downloadable E-Guides

www.economicchange.co.uk

Twitter @economicchange

heather@economicchange.co.uk