Surprise Chamber of Commerce On Business Planning

1. Surprise Chamber of CommerceOn Business Planning

2. Planning – A Three Phase Approach

3. Planning – A Three Phase Approach Processes and Procedures

4. Concepts for Improving Results • Communications • External • Marketing & Advertising • Internet Presence • Social Media Presence • Customer Relations • Internal • Company Meetings & Gatherings • Staff & Department Meetings • Internal Web/Message Board - SharePoint™ • Efficiency • Quality • Efficiency • Meetings

5. Components for Improving Results • Communications • External • Marketing & Advertising • Internet Presence • Social Media Presence • Customer Relations • Internal • Leadership • Company Meetings & Gatherings • Staff & Department Meetings • Internal Web/Message Board – SharePoint™ • Efficiency • Conduct of Meetings • Processes vs Controls • Processes vs Meeting Needs • Quality • The Quality Process • Problem – Solution Concept • Instilling TQC – (Total Quality Concept)

6. Internal Communications • Leadership • The HERO resources: • Hope. A belief in the ability to persevere toward goals and find paths to reach them. • Efficacy. The confidence that one can put forth the effort to affect outcomes. • Resilience. The ability to bounce back in the face of adversity or failure. • Optimism. A generally positive view of work and the potential of success. • Leadership - Looking For Capabilities • Leader selection & development • Attitude – Optimistic – Belief - Training. • Goal & Objective setting. • Understanding the how, why & when. • Problem management • Find pathways to solutions when A doesn’t work • Performance Feedback • Easily note accomplishments – Provide improvement suggestions. • Creating Psychological capital has universal benefits.

7. Communications • Marketing & Advertising - Traditional • Watch Your Brand • Be consistent with your branding approach. • Measure Results • Know your cost of opportunity • Know your closing ratios • Internet Presence- New Media • Website Investment • Message & Content • SEO – (Search Engine Optimization) • Inbound & Outbound Concepts

8. Communications • Marketing & Advertising • Social Media • FaceBook, LinkedIn, Twitter, Google, Pinterest, …… • Presence • Advertising

9. Communications • Customer Relations • First Contact • Phone • Personal • Serving their Needs • Fitting the product to the need • Return/Warranty Policies • Service & Maintenance • CRM – Customer Relations Mgmt • History of Customer • Follow-up

10. Communications • Internal • Very Important Aspect of Learning Company. • Employees need the current and proper information in which to make decisions you expect of them! • Communications Vehicles • Meetings and Gatherings • Company, Department & Individual • Newsletter • Internal Website (SharePoint™)

11. Efficiency - Staff Meetings • Guidelines • Keep meetings short – (less than 1 hour) • Be Prepared • Agenda – • 10 minutes on reports • 5 Minutes on Current/Possible Problems • 40 minutes on group solution participation • 5 minutes on wrapup.

12. Reports • One Page Style • 3 to 5 CRITICAL SUCCESS FACTORS Measurement • Current result compared to last reports result. • Current Data – Last Report Data = Change in Data • Note: If data is volatile in short periods (∫ over longer period ) • Record the Change as • Positive • No Change • Negative • Written Portion • Positive – Non Required • No Change – Single Paragraph on Why. • Negative – Multi Paragraph; Why and What is the plan for recovery

13. Efficiency Bringing Quality Management to the head of the table was not exactly the same as introducing black baseball players to the major leagues; but there were enough similiarities to make me feel towards Harold Geneen what Jackie Robinson felt towards Branch Rickey. In Both Cases, the motives were the same: To increase the probability of having a winning team! To quote Harold S. Geneen: “Quality is not only right, it is free. And it is not only FREE, it is the most profitable product line we have.” • Quality Initiatives • Quality is Free • But only if you invest in it. • What is Quality? • “Meets Requirements” • Quality Cycle From 1959–1977 Harold Geneen was the president and CEO of International Telephone and Telegraph Corp. (ITT). He grew the company from a medium-sized business with $765 million sales in 1961 into multinational conglomerate with $17 billion sales in 1970

14. Creating a Customer-Supplier Model Internal – Every Employee is a Customer & a Supplier External – Every Customer is also a Supplier of Requirements

15. Logging & Charting

16. Quality • Managing Elements • Commitment • Awareness • Results • Organization • Planning • Accountability • Recognition • Renewal Core Concepts

17. Select One Problem at a Time • Clearly Identify the Problem • State the Problem Clearly • Identify Probable Causes • Identify a solution to a single cause. • Measure the result. • Repeat as Necessary

18. Process to be used in Daily Operations

19. Thank You If I can be any further help, please contact me!Questions? Dick Jensen dick@strategicoutlooks.comwww.strategicoutlooks.com