BAT_MAP CORE ALIGNMENT & BOLT_ON TOOLS
needed some system that forced us into
alignment with two 50/50 partners.
When we were not perfectly aligned on
objectives and priorities, our efforts were
not synergetic.”
TECHMD used a trained EOS facilitator
for the first two sessions and then they
decided to implement on their own.
A key component of EOS was tracking
KPIs but not forty. EOS recommended
the leaders visualize they were on an
island and could only receive limited
information. Which KPIs would best tell
them how the company was performing?
They culled their KPIs, and questioned
whether they were driving decisions
and behaviors that would deliver value
to customers and increase operating
cashflow. They already measured
customer satisfaction by using Net
Promoter Score (NPS) and they measured
the length of time to complete service
requests, but they felt like something
was missing that could drive behaviors
to achieve desired outcomes. Mark
developed a new KPI to measure whether
TECHMD engineers were proactively
improving the performance of customer
networks and workstations, reducing
customer tickets before they occurred.
The new KPI improved customer
satisfaction and company profitability.
TECHMD was gaining momentum, “but
it was EOS in conjunction with Traction.
Tools that really helped us accelerate
the implementation of EOS and get the
most out of it.” Sebastian explained
how the online Traction.Tools made
administering EOS easy and saved time.
During the first six months something
wonderful happened, teams within the
company started self-implementing
EOS. They could see how the executive
team was using it effectively. There
was no directive to implement EOS but
it happened on its own. This was a true
self-implementation.
Sebastian estimates EOS has easily
generated more than a 10x ROI for the
company. Traction. Tools costs $300 per
month while saving more than 20 hours a
month of administration time at blended
$50 per hour rate. This generates more
than a 2x return for the company.
After the all hands-on deck moment,
and everyone pitching in to increase sales,
Sebastian realized the outside business
development role was more personally
fulfilling while Mark liked focusing on
making continual improvements to
operations. During one phone call, they
realized switching roles would be better
for them and the company.
Now at the end of the first quarter of
2018, the line of credit is paid down, the
sales pipeline is full, and the business
partners are in more fulfilling roles.
Sebastian is “proud of how we are running
it as a team. The difficult times were a
catalyst for the company to mature,”
Sebastian seemed to have only one
regret, “I wish we would have adopted
EOS earlier….”
(For a more detailed description of
Core Alignment Tools such as EOS and
other systems, the book Transform Your
Company, provides the first comprehensive
overview of these tools.)
TECHMD’s training
room wall tracks
its evolution since
inception.
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