To stay competitive, you must continually strive for best-of-breed for your market, and that means defining and streamlining Service Response systems. From scheduling to building best practices, I can show you how to drive rework and duplicate work out of systems and your business. Learn to design work flows and service delivery strategies based on your company’s capabilities, strengths, and preferences.

Quality starts at the source, and your company should have it at the top of the list if you intend to be best-of-breed in your industry. I believe all systems should incorporate continuous improvement through ownership of process. I can show you how to identify the most important metrics, how to measure them, and how to set high standards that can be verified so you can produce top-quality product. Create a company culture that is set on attaining repeatability and reproducibility in your deliverables.

The process of selecting, evaluating, and learning any new line of business solution for your business or for your client can become a daunting task. Products such as your CRM, RMM, Blade Server, Microsoft Server, or VMWare all have a required mastery level before you or your client can realize your ROI. I can show you how to master the processes involved and how to design, document, and disseminate quality training programs. Most often, this Success Path is used by MSPs to optimize their CRM and RMM so they can leverage their full potential. The second most common use is for a service provider to master the process of coming up to speed on new hardware or software product offerings they intend to add to their line card.

Project management is handled differently at every company, and different tools are used throughout the industry. However, most projects are sadly inefficient. Most projects blow the time budget, labor hours, deadlines, or all three. Learn to make order out of chaos in every project by building your own internal, efficient process, from sales quoting to retrospective. Every department must have a hand in causing the success of the project, and you can make that success repeatable and reproducible. I can show you how to build a project that flows, is on time and under budget, and uses no special tools.

If you think Process Control has no place in your business, you need to think again, and hard. Process Control at its simplest is adjusting methods and inputs to align our desired outcome. Those who understand Process Control build closed-loop systems that self-correct and allow for superior performance in everything from communications to repeatability and reproducibility. Learn to close the loop and create precise, measurable processes and systems throughout your organization.

To be successful, you must not only have the right people in your company, but you must also play to their strengths. Likewise, you must staff the best talent possible for the core competencies that support what you sell to your clients. These two meet up in what I call the Core Competency Matrix. Here, you can set the expectations of every employee’s growth within their role while ensuring three-level-deep mastery of the key technologies, tools, and solutions you leverage for your solutions.

Every size company must have set standards and processes for managing and cultivating their people for their mutual benefit. It starts with the hiring and onboarding of the employee and continues through a regular and frequent review process. I will show you how to set up training programs to ensure employees are not just engaged in their careers, but also provided cross training of critical knowledge. Establish a Culture and Compass for your business that comes from the management and sets the pace for behavior and direction throughout the company.

This Success Path may have the highest Return on Investment of any here. The three biggest profit losses through time are: being interrupt driven, employees not making efficient use of their time, and not capturing all billable time in the system. I can show you how to stop the interruptions and build simple time management practices that are easy to implement, easy to follow, and set the pace for everyone in the company to flow throughout the day, week, and month. In today’s service industry, time is measured in as little as 5 and 15 minute increments, and at the best companies, it is mandatory that it be done in real-time. If you are not tracking in real-time with zero gaps, duplicate entries, or overlaps, from the beginning of the work day to the end, you are losing money. Let me mentor your key people on how to effectively set in place the standards, processes, and procedures required to master this very important skill for everyone in your company.

Stop communication failures with your clients and employees before it costs you another dollar. The quality of your communication is in the response - That means when there are misunderstandings due to communication, it is squarely on you. Too many service issues are related to horrible communication because no response was received, no one followed up, emails were lost, calls and voicemails were missed, the most important person was not in the loop, someone wasn’t clear on their part, and most of all, an assumption was made that the most important person got the message. Quality communication means mastering the skill of getting the information to the right people in a timely and effective manner, responding to information requests in a timely and effective manner, and verifying - not assuming - that the communication loops are closed.

You or your company can master a skill that most people have no idea even exists - Process Control. Process Control is not just for manufacturing and machines, it is for every process you ever touch throughout your company. From Onboarding and Offboarding of clients to employees, products, and network migrations, I can show you the subtle steps to take which will absolutely transform all of your systems almost overnight. Learn how to close the loop on processes and provide continuous improvement through ownership by the people who run them. If you are behind the curve, I can even show you how to make quick progress in building processes, procedures, and work flows for important business functions that are quality from the start.

Starting with a company standards guide and the basics of documentation management, you must incorporate set standards and procedures with the emphasis on becoming a learning company. Learning companies train their employees in a fraction of the time, conquering new issues with lightning speed compared to those who have nothing in place. Your clients expect you to have some set standard, and they demand that it shows in your work product and services. Build and own the most basic standards, the methods to disseminate them, and the ownership of process that provides continuous improvement.