To highlight the point, I will share a story of a recent operational unit we visited, a call center of sorts. I say that because these folks were responsible for data entry, answering inbound calls, and following up with outbound calls. There was a significant amount of disruption due to varied tasks and I estimated approximately 15% of labor was associated with this disruption and switching. When I asked the manager what the standard was for this group I was told 100 per day. It seemed curious because each task required a significantly different amount of time. If the employee never answered the phone the 100 in data entry would be entirely feasible, and in fact we found the highest producers, the ones being rewarded, were doing exactly that. They were setting their phone to unavailable, while the others, “low producers”, were picking up the majority of the calls and driving down their productivity.

We worked with the teams to derive individual standards for each function and provided daily employee feedback.  At first the management was reluctant and somewhat skeptical.  We proposed this simple separation of duties would in fact save the group over 12 people or 13%.  The savings was even higher in actuality due to the increased monitoring, feedback, and clear objectives.  After the realignment was completed, they were able to handle the same volume with 28% less people, saving of over $1.1 million a year.

There in was the first lesson.  Make sure that each function a particular role performs can be independently measured and a feedback loop has been established.   You will find significant expense reduction opportunity, improved morale and lower turnover if you get it right.

In subsequent discussions, we will cover how to establish meaningful metrics, managing to volume trends, and using capacity plans for flexible staffing and budgeting.

Darron Dickinson of GlacierForce is hosting an exclusive Poker Networking Event.

TPC Twin Cities
Friday, September 16, 7 p.m.

You are personally invited to a Texas Hold ‘em Tournament by Darron Dickinson. No Limit Texas Hold ‘em with a $100 buy-in. This is a social event for business professionals and a great networking opportunity. Plus, a chance to match your wit against other self-professed poker gurus.

RSVP
Email your RSVP, to rsvp@glacierforce.com. All registration is on a first-come, first-served basis to fill approximately 25 seats.  Please invite others that you think would be suitable.  Attire is business casual.

DIRECTIONS
TPC Twin Cities
A PGA TOUR Club
11444 Tournament Players Parkway
Blaine, Minnesota 55449

GlacierForce Launches Total Productivity Toolkit Designed to Take Operations Management to a Much-Needed Next Level

For Immediate Release
Minneapolis, MN

GlacierForce, a Growth EngineringSM consulting firm is proud to offer a much-needed operations management course, titled the “Total Productivity Toolkit.” As GlacierForce has consulted for various organizations, findings conclude that companies are in dire need of operations management improvement. Thus, this program was designed to fill that gap.

Organizations usually take one of two paths, hire consultants or invest within the existing team. There are benefits to both, and there’s now a unique way to combine the two and push internal teams to the next level. Imagine an environment where organizations can anticipate volumes, plan staffing, provide exceptional performance feedback, recognize and reward top employees, develop budgets in hours instead of days, and lower departmental costs. The internal operations manager is in control instead of constantly reacting to the current unproductive environment and hiring outside consultants to fix critical problems.

The Total Productivity Toolkit comprehensively educates up to six operations leaders, gives them the production management tools necessary to succeed, assists in the development of programs and reinforces all of this through individual monthly meetings over the course of a 6-month specialized program.

Darron Dickinson, chief executive officer, says, “After partnering with various companies over the years, I’ve found companies are good at implementing tools, but many stop there, thus creating a gap. Reports aren’t fully analyzed, budgets aren’t realized or forecasted to their fullest and productivity models and ratios aren’t measured or entirely understood.

We have developed a comprehensive Operations Management course to update and get the team on the fast track to Total Productivity. Clients typically see cost reductions from 15, 20, or even 40 percent through the establishment of these principles. This does not require any new technology. It is simply just solid management techniques. I am so confident about this program, I will personally guarantee your business will improve or we will refund the cost of the program.”

To learn more about the guaranteed Total Productivity Management program, visit www.glacierforce.com and click on the Products and Tools page.

GlacierForce is a Growth Engineering firm that integrates and transforms systems and processes for companies in the financial services industry, private equity firms and their portfolio companies, as well as small to mid-sized businesses nationwide. The speed, accuracy and efficiency of our clients’ operational and information systems are essential to their market leadership and they know it.

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Darron Dickinson of GlacierForce is hosting an exclusive Poker Networking Event.

TPC Twin Cities
Friday, July 8, 7 p.m.

You are personally invited to a Texas Hold ‘em Tournament by Darron Dickinson. No Limit Texas Hold ‘em with a $100 buy-in. This is a social event for business professionals and a great networking opportunity. Plus, a chance to match your wit against other self-professed poker gurus.

RSVP
Email your RSVP, to rsvp@glacierforce.com. All registration is on a first-come, first-served basis to fill approximately 25 seats.  Please invite others that you think would be suitable.  Attire is business casual.

DIRECTIONS
TPC Twin Cities
A PGA TOUR Club
11444 Tournament Players Parkway
Blaine, Minnesota 55449

Darron Dickinson of GlacierForce is hosting an exclusive Poker Networking Event.

TPC Twin Cities
Friday, June 10, 7 p.m.

You are personally invited to a Texas Hold ‘em Tournament by Darron Dickinson. No Limit Texas Hold ‘em with a $100 buy-in. This is a social event for business professionals and a great networking opportunity. Plus, a chance to match your wit against other self-professed poker gurus.

RSVP
Email your RSVP with count by June 3, to rsvp@glacierforce.com. All registration is on a first-come, first-served basis to fill approximately 25 seats.  Please invite others that you think would be suitable.  Attire is business casual.

DIRECTIONS
TPC Twin Cities
A PGA TOUR Club
11444 Tournament Players Parkway
Blaine, Minnesota 55449

In trap shooting and business a minimum level of equipment is required to participate.  In trap you need a shotgun, set of chokes, and some shells.  There are many varieties of each item listed but expenditures beyond the basic configuration will only give you a marginal improvement.  Until you shoot a few rounds the best equipment will not make you great.  In business, you need the basic equipment for the industry you choose.  You do not need the best or fanciest office, computers, and chairs.  They will not improve your performance.  Performance improves when you talk to people (or build relationships?) and get your first clients whether selling a service or a product. The best equipment is not a substitute for hands-on experience.

When you are new to shooting trap, psychology can get the better of you.  In a round of 25 you start out hitting the first 12 but all of a sudden you start counting.  If I hit 13 more it will be a perfect round, or I am still a beginner, who am I to score a perfect round.  All of a sudden, miss, miss, miss, and you are wondering if you will ever hit another target.  Similarly, in business you land a big client and think the hard work is over, or start second guessing why they would hire you in the first place.  Two things that can help overcome the psychological barriers are to reset your internal mental thermostat and look at each transactions (shot) independently of all the others.  If you have revenue of $25,000 a month, set your internal thermostat at $50,000 through goals and self reinforcement.  If you are shooting trap take your best and add a couple.  The second item is to consider all engagements  independently.   Treat each deal/shot as unique and although prior experience will be a great guide you should not continuously reflect on whether your last shot was a success or failure.  Each presentation is a new and unique opportunity.  Turn this one to dust and pull the next one.

You must be willing to pull the trigger with imperfect data.  If you attempt to align the sites perfectly before you pull the trigger the opportunity for a hit will be past the point of greatest return.  You may get lucky and hit an occassional target, but it will be rare.  In business, you need to be willing to pull the trigger on opportunities early before they become unreachable.  You will never have perfect information, so it is better to shoot and modify based on the feedback you receive.  We have all heard the old saying ready, aim, fire or ready, fire, aim, but I am offering the point and pull approach would improve the chance of realizing returns.

There are many similarities between being a successful business owner and shooting trap.  The best way to grow or improve in both is to get out and put some rounds down the barrel.

TPC Twin Cities
Friday, April 29, 7 p.m.

Darron Dickinson of GlacierForce is hosting an exclusive
Poker Networking Event.

You are personally invited to a Texas Hold ‘em Tournament by Darron Dickinson.
No Limit Texas Hold ‘em with a $100 buy-in. This is a social event for business professionals and a great networking opportunity. Plus, a chance to match your wit against other self-professed poker gurus.

RSVP
Email your RSVP with count by April 22, to rsvp@glacierforce.com. All registration is on a first-come, first-served basis to fill approximately 25 seats.  Please invite others that you think would be suitable.  Attire is business casual.

DIRECTIONS
TPC Twin Cities
A PGA TOUR Club
11444 Tournament Players Parkway
Blaine, Minnesota 55449
(763) 795-0800
www.tpctwincities.com

TPC Twin Cities
Friday, March 25, 7 p.m.

Darron Dickinson of GlacierForce is hosting an exclusive Poker Networking Event, a No Limit Texas Hold ‘em with a $100 buy-in. This is a social event for business professionals and a great networking opportunity. Plus, a chance to match your wit against other self-professed poker gurus.

RSVP
Email your RSVP with count by March 11, to rsvp@glacierforce.com. All registration is on a first-come, first-served basis to fill approximately 25 seats.  Please invite others that you think would be suitable.  Attire is business casual.

This year, analysts are predicting that other banks will seek buyers to help cut ties with the Treasury Department and burdensome TARP debt, http://www.labusinessjournal.com/news/2010/oct/18/banks-feeling-tarp-trapped/    rather than test capital markets and risk losing face with shareholders. Some banks will seek merger or acquisition to boost their capital ratios.

Once the deals are signed, however, banks still face the potentially daunting task of integrating staff, processes and technology. Already operating with lean staff and feeling pressure from consumers to upgrade online or mobile service offerings and maintain great service, banks must prioritize merger integration in the months ahead.

Too many banks in the past have left this process to the individual efforts of branch managers, human resources and IT after the merger. Each department follows its own lead on what is critical and what can wait for a quarter or two. An overall merger integration strategy never happens, and the downside ranges from minor disruptions in workflow to major audit violations in security protocols or compliance. When things don’t go as planned with revenue or compliance, the buck stops with the CIO or president.

Whether your bank has recently completed a merger or is considering one in the next year, there are several important areas to consider when integrating your people, processes or technology. These areas may also help you consider the best synergies and candidates for a merger — from the FDIC auction block or elsewhere.

For a copy of the Merger Potential and Integration Checklist or to take advantage of your complimentary strategy assessment, email me at ddickinson@glacierforce.com.

Traditional reengineering was about abandoning long-established procedures and looking a new at the technology and processes.    In the SMB’s, we found an overall lack of any established procedures.  Often, each worker had devised their “best” method, without a complete understanding of the ancillary impacts or expectations.  In mature companies, the operational requirements are more predictable when based on historical performance.  Working with SMB’s require a method of predicting a point in the future and enabling the operation to support that target.

The challenge for the business is to create a plan that enables the operations while balancing the constraints of limited resources.  This resulted in developing the 3 pillars of Growth Engineering: strategic plan, competitive analysis and operational enablement.  The outcome of the analysis is to  position the organization, based on market opportunity, to manage growth without over investment in people and technology that sit idle or losing customers because the technology and people cannot support the volume.

Each of the 3 pillars of success will be addressed in subsequent posts.