Core Operational Improvement Program

 

Did you know that only 13% of Operational Improvement Programs reach their goals?  Last year, did your Operational Improvement Programs reach their goals? 

There is a good chance the answer to that question is no, and that is why we are here to help!

 

Unique Coaching Style:

Based on Clifton Butterfield and HDI’s research, there are three significant requirements of a successful Operational Improvement Program:

  1. A plan or roadmap: Advanced Global has delivered the CSDI program to 121 Clients since 2019
  2. A Success Criteria: Advanced Global’s Qualitative and LEAN Process Profitability Quantitative
  3. A Champion: Advanced Global’s Side by Side, “Done With You” coaching style
 

 

Unique Delivery of the Program:

An MSP’s Operations has three components that all need to be improved in order for an Operational Improvement program to be successful. 

  1. Process Improvements: "Eighty-five percent of the reasons for failure are deficiencies in the systems and process rather than the employee." W. Edwards Deming, Deming Institute.

  2. Autotask PSA software: "No PSA comes Pre-Configured for Use" Aaron Kennedy, Cognition 360

  3. Performance Improvements as Advanced Live Reports are utilized to Benchmarked, Tracked, and Drive Continuous Improvements

From Advanced Global’s experience, these three components cannot be delivered in isolation, meaning first tools, then processes, then accountability reporting.  Instead, the Process Changes need to be delivered with the Autotask PSA software changes that support the Process Changes, and then Advanced Live Reports need to lag the Process/PSA changes until there is fresh data to report on.

When ready to have a no-pressure conversation around you Service Delivery Improvement needs, schedule the conversation here.

Core Operational Improvement Program FAQ’s

  • If you do this on your own, based on our personal experience and other MSPs that have made this choice, between 7-10 years. If you work with Advanced Global, however, we can get you through the process of full optimization in less than 18 months. But you will not need to wait that long to enjoy the results and appreciate what Advanced Global brings to the table. Every six months, there will be a check-in with a success criteria of ⅓ of the specific KPI goals having been met. This gives you an opportunity along the way to decide to go it alone if the program is not working for you.

  • We are well aware that we are bringing both process and Autotask configuration changes in a production environment. We are well aware everyone had a 40-hour work-week before we showed up. We bring small incremental changes in a Continuous Improvement program. Our goal is that the Techs pay a little bit of attention to what we are doing. We collaborate with everyone impacted by a change, making sure we are all on the same page, and they see the benefit of the direction we are going. Most of this work is done within the existing operational communications channels and without disrupting Client-Facing work.

  • First, we offer a money-back guarantee if we do not deliver on our promises including profitability tracking KPIs. Second, we review the program every 90 days, and if the program is not working for you or the partnership is not working for Advanced Global, either party can end the program and get out of any future commitments.