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Case Study - A Plan for Action
From all of the information gathered so far from the Wellness Questionnaire, the additional Q&A and SWOT analysis, we are now prepared to develop an Action Plan. The Action Plan is an graphic portrayal of the necessary steps and tasks needed to achieve the target goal. It's in graphic form to better illustrate to all members of the team all the elements that go into accomplishing the goal. It places ownership on the team members on their roll in reaching the goal. This is the most important segment of the whole Performance Measurement process. Without a well orchestrated Action Plan, the target goal cannot be attained. The Plan chronicles in written form all the essential information gathered, lists the tasks and phases, critical success factors, challenges, team members, etc. Measurable Goals
Benefits to Owners/Team
Benefits to Customers
Action PlanFirst QuarterAction Items
Critical Success Factor: Customer Satisfaction & Acquisition Challenge: Dependency on Owners Second QuarterAction Items
Critical Success Factors:
Challenge: Growing too fast - Capacity management Third QuarterAction Items
Critical Success Factors:
Challenge: Owners must let go of day-to-day operations Fourth QuarterAction Items
Critical Success Factors:
Challenge: Lack of follow-through on Marketing Plan And then what?Do it again!
CFO As You Grow is an on-going cycle of establishing measurable goals, a plan for reaching them, and measuring performance against the plan. Of course, a plan is only good if you have some way to measure your progress against it! So, the next step was to create a dashboard of performance measurements which would allow the Rickenbachers (and ultimately, their employees) to gauge and adjust progress against the plan. The process of creating a dashboard for Medi-Bill started with understanding the basic process of their business: acquiring and servicing customers.
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