Success Story
Making Business Processes More Consistent
How do you get all of your employees to follow the same approach for daily business tasks?
Challenges
Extropy Advisors, a Florida-based management consultancy, helps clients reduce costs, enhance efficiency, and improve governance.
As the business grew, so did challenges with execution. The consultancy's team members did not have a uniform approach, whether they were creating project kickoff plans, sending status updates to clients, or preparing meeting agendas. They wanted a standardized, more effective, and less frustrating way to manage client engagements.
Xavier's Approach
Extropy Advisors hired me to create a consistent and formal way for team members to communicate with their clients.
I began by analyzing the company's existing processes. As part of this work, I sat in on client-facing calls, examined project-related emails, and reviewed Extropy Advisor's project management tools.
I also interviewed the company's leadership to establish what communication with clients should look like. By comparing this end goal against my research, I was able to determine which documents the company needed and the structure they should take.
Solutions
Asana training manual for new employees
To assist with on-boarding and training, I produced a manual for the company's digital project management tool, Asana. The manual explained:
The company's process for communicating with clients.
The documents that employees should use for an engagement and the ways to use them.
The roles and responsibilities for each team member.
With this resource, team members could know how, what, and when to communicate with clients.
Branded templates for client-facing documents
The templates I designed helped Extropy Advisors gather and share the right information at the right time for a given project. They also let team members communicate clearly, effectively, and consistently with clients. Templates included the project plan, project kickoff, project status report, meeting agenda, and meeting minutes.
"Xavier quickly learned our tools and work methods, adjusted himself to support our internal team members, and delivered value-add manuals. We strongly recommend Xavier to any company looking to build and improve its internal operations."
Dor Bocian, CEO, Extropy Advisors
