4 Indicators That You Could Benefit From an Operational Review


By Lauren Keepers

Sales, marketing and customer support processes differ from company to company. No two businesses are exactly alike, so why would their departmental infrastructure or strategy be the same? However, there’s a fairly universal objective all companies should be working toward when it comes to day-to-day operations – creating workflows and processes that yield maximum levels of productivity and efficiency. Sound too good to be true? It doesn’t have to be. By conducting an in-depth operational review with the help of a trusted consulting partner, you can revamp outdated or inefficient processes and set up the blueprints for future success.

Here are four telltale signs your company could benefit from an operational assessment.

 

#1 | You’re Only Measuring off of Strategic KPIs, Not Operational KPIs

Determining a primary set of key performance questions (KPQs) to trigger in response to a corresponding set of KPIs is essential for organizational growth.

To clarify, a company doesn’t adopt KPIs solely to achieve an outcome. KPIs help measure the progress of a change made to a specific workflow or area of business. A common mistake here is that companies tend to establish strategic KPIs but neglect to implement operational KPIs. Asking questions like, “How does the current state of our organizational growth measure up against our future growth goals?” is a great way to begin building a suite of strategic KPIs. But failing to pose questions that examine day-to-day processes is bound to land an organization in workflow turmoil.

Check out this breakdown to understand how to identify strategic KPIs versus operational KPIs:

Strategic KPIs:  

  • Monitor and paint a clear picture of performance in reference to a company-wide objective or goal over a period of time.

Operational KPIs:

  • Can be measured hourly, daily, weekly or monthly.
  • Allows for team member, manager and executive metric analysis where data is aligned, accurate and representative of the same value to all groups.
  • Goal is to put teams and processes under a microscope to magnify areas of opportunity.
  • Have the ability to yield real-time results based on an immediate recognition of operational change.

To get a better grip on how to solidify operational KPIs, ask questions like:

  • Do our current KPIs relate to all levels and departments of my company?
  • Is the data we’re measuring valid and accurate for all team members that plan to track and record it?
  • Are we adequately equipped to ensure employees can adapt to a KPI-driven work environment?

If you answered no to any one of these questions, advocate for joining forces with a consulting partner in a pre-discovery session to pinpoint where operational deficiencies and workflow opportunities are.

 

#2 | Increased Employee Turnover

Employee turnover is proven to be lower for organizations that commit to following business process management best practices. Eliminating risk for high employee turnover can be as simple as dedicating time and resources to ongoing training programs, streamlined cross-departmental communication and employee recognition platforms. Beyond these initiatives, it’s important to arm employees with operational frameworks and processes that utilize the proper tools to:

  • Preserve and retain account-facing knowledge.
  • Automate everyday processes.
  • Minimize errors.
  • Increase accuracy and visibility in employee performance measurement.

When employee retention is lacking, the best protocol you can take is to first look in the mirror and isolate the business process aren’t working favorably. For example, if you’re a growing company that is constantly in #hiringnow mode, but aren’t posting new positions internally, you could be causing major rifts in employee professional growth expectations. When employees’ best interests are accounted for, the organization’s best interests are accounted for, especially when both professional and corporate growth are at stake. By being more transparent throughout internal and external recruiting processes, you’ll decrease the odds of employee turnover and give team members the chance to find their perfect fit.

If the causes of your employee turnover rates aren’t quite that obvious after reviewing your processes internally, it’s definitely time to bring in a trusted consulting partner to conduct an unbiased evaluation and build a go-forth plan.

 

#3 | Your Processes Are 101% Manual

There are a multitude of risk factors when it comes to maintaining stagnant, outdated business processes. If your organization still lends itself to physical paper pushing with sky-high stacks of documents, or assumes an approach that involves a massive amount of incoherent shared spreadsheets, you’re due for a business process management (BPM) evaluation. Opt for a business process update by enlisting a consulting partner that can help rid your organization of the massive tons of filing cabinet storage space and prepare you to re-enter the competitive marketplace with a fiercely productive cloud-based solution.

 

#4 | Your Core Systems Aren’t Communicating Properly

An enterprise resource planning (ERP) solution is great for businesses seeking smooth operational sailing. But ERP and CRM aren’t synonymous. In fact, their core functionalities are fundamentally different. You can find more detail on those differences here.

Essentially, an ERP is an internal tool that systematically delivers end-to-end process management, while CRM concentrates primarily on enabling unmatched experiences throughout the entire customer journey. Many companies rely on both systems. When that’s the case, integrating the two platforms is ideal in order to make sure all key information is easily accessible at all times.

If your ERP isn’t properly integrated with a well-configured CRM, operational chaos could ensue in the form of disjointed processes, duplicate efforts across teams, inconsistent purchasing or customer support experiences, confusion of responsibilities and more. And these issues aren’t unique to ERP integrations – keep an eye out for system disparities between your CRM and any proprietary or industry-specific tools your teams rely on. An experienced consulting partner can help diagnose and fix these issues in just about any solution.

 

Need help evaluating whether or not your organization requires an operational review? Connect with our consulting experts to discuss your digital transformation options today. And if you’re new to collaborating with a consulting partner, check out how to identify top qualities here.

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