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What
Mungo Dunnett Associates
delivered
Margin
and Profit Information:
assessment and recommendations as follows:
Tendency
to focus on turnover, not profit
The
key information that could allow client
profitability and recent margins to be
calculated was either missing or not being used
We
created full client profitability, indicating
true cost to service hitherto ‘key’ projects
Business
Efficiency: summary
of strategic and operational strengths and
weaknesses, with key improvement areas addressed
as follows:
Multiple
unnecessary meetings without clear agenda and
outcomes
Identified
underlying reasons for rework, failure to win
repeat business, and client dissatisfaction
Recommended
new internal communication practices, based on
specific meetings and briefings occurring at set
points and with stipulated outcomes
We
introduced new procedures allowing easier
monitoring of client work and more effective
tracking of client satisfaction
Team
structure: assessment
of the job roles, and overall effectiveness, of
Senior Partners and Surveyors, with findings and
recommendations as follows:
Ambiguity
regarding key responsibilities and deliverables
of senior staff
Activity
driven largely by habit and personal preference,
without people being allotted the tasks they
were best suited for
Recommendations
for internal streamlining, based on certain
client and administrative activities being seen
as of critical importance, and others being
relegated
New
job descriptions and personal
responsibility/accountability for Senior
Partners, cascading to Surveyors and junior
staff
Communication
with clients and prospects: assessment
of current means of prioritising clients and
prospects, and remaining in contact, as follows:
Client
communication currently limited to informal
‘networking’ by Senior Partners
Client
focus not driven by robust understanding of
their potential (and past) profitability
Created
client and prospect database to allow business
development activity to be more effectively
focused
Created
regular series of relevant, industry-specific
communications
Prioritised
clients using profitability database, allocating
clients into 3 separate tiers
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