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- Anne will create DCAD-style Rate Models in Excel. These include detailed costs (specific FTE, etc.), units of work produced and fte allocated per line of business, etc. Revenue potential is computed, costs are tabulated, and then we can decide how much needs to be charged to actually recover costs from revenue-generating businesses.
- Rob will draw Process / Workflow Diagrams of how the work occurs.
- The team will meet with team leaders and managers from each area and see about getting the information out.
Desired Outcomes
- A suite of work documents that provide tangible proof we know what we are about and could impart it to future versions of ourselves in a reliable way.
- cost models that can be used to accurately forecast revenue potential in the current year using actual data.
- tools inventory, listing details about the databases and other systems we completely by quietly depend on.
- improved work tracking regimens, including for example adding TimeWorked to RT cases and filling it in.
- business plans for each LOB that serve to explain their continued existence or need to be expanded. Elements include annual profit & loss picture, break-even modeling, market share analysis, quality of service promises to customers, workflow diagrams in the Lean tradition, billing policies and procedures.
- working assessment of risks that have. This from the discussion of how vulnerable the laptop program is, say, to theft from within the building.
Goals We Know About
- Charge the same amount for work done by DITR SLA folks and by PC Service, so there's no false incentives to use one over the other. The difference is not in the work done but in the style of client relationship (SLAs being cozier and closer to the clients' home, PC service being more "auto repair shop" in style").
- Consistent "rules of engagement" memos per line of business, documenting in one sheet what relationship the client has entered in to with us and how to get in touch with precisely the right person to get what they need.
- Benchmark against industry standards for process performance, rates, etc. (Can we be more efficient or can we leave a certain process alone since it's doing as well as it can or better than any alternative?)
Goals