s-learning – online module 8flowms-live.s3.amazonaws.com/module-version/11642... · a key part of...

S-Learning – Online Module 8

SmartPA Client Delivery

It is crucial to our brand and to our success within the marketplace, that you keep the SmartPA 8 roles in the forefront of your mind at all times when delivering the SmartPA service to clients or discussing SmartPA services with potential clients.

The SmartPA 8 Roles

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SmartPA Client Delivery Overview

Operational Genius

• Understands the value of processes to ensure consistency and efficiency

• Ability to review a process and make suggested improvements

• Passionate about a slick operational function

Time Protector and Keeper

• Conserves and maximises the client’s time

• Review and prioritise workload in line with client’s objectives

• Redirects, blocks and prevents distraction and unnecessary interruptions

Support Specialist

• Focuses on delivery• Passionate about making things

easier for others• Safe pair of hands• Gets things done

Communication Expert

• Listens well• Asks the right questions• Understands and translates• Extracts information• Influences, persuades and

negotiates• Diplomatic• Builds relationships at all levels

Technology Savvy

• Embraces technology• Keeps track of changes in

technology• Not afraid to use and explore

systems and technology

The Organiser

• Prioritises, schedules & plans• Anticipates dependencies• Respects deadlines• Anticipates changes• Forward thinking• Follows-up

Business Partner

• Business knowledge• Understands the goals of the

business• Works in partnership• Creates boundaries• Makes decisions

Ambassador

• 1st point, only point of contact and distribution of communication and deliverables

• What, how and quality of work is representative of the Client, Department and Organisation

You are now well on your way to becoming a fully accredited SmartPA.

A key part of your training and accreditation process is to undertake SmartPA Client Delivery Case Studies. This will include genuine client tasks received and distributed by Head Office and predefined tasks designed to ensure that we cover all key skills, knowledge and behaviours necessary to pass the accreditation process.

We will be grading you on your attention to detail, your ability to deliver the SmartPA values, knowledge, skills and behaviours as well as assessing your technical experience and knowledge within each of the Microsoft packages.

Once you have completed your SmartPA Client Delivery Case Studies and been successful in achieving the standard required you will be entitled to join our Head Office Client Support Team.

If, however, the required standard is not met you will be assisted in developing your skills in a series of further case studies and additional tasks.

Please bear in mind that this will cause a delay to your provisional launch date and joining the Head Office Client Support Team.

It’s Not What We Do, It’s How We Do It

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These sessions are invaluable for you in building your experience and confidence in delivering the SmartPA service, providing you with an insight into the kind of support and tasks that your clients will delegate to you and for us in providing you with your accreditation.

They enable you to develop the correct practices, behaviours and skills necessary to achieve the standard required of each and every SmartPA. Most importantly they offer us the perfect environment in which to promote the importance of brand consistency and specifically the SmartPA brand.

Consistency of service and its delivery are of immeasurable importance to our Brand and its strength within the Marketplace. As a result brand consistency is directly linked to your earning potential and long-term prospects.

It is important that a client have the same experience irrespective of which SmartPA might be directly supporting them at any given time.

Attention to detail and consistency are fundamental to your success, from the most complex client assignment to the very basics of applying font colour and size requirements within an email.

The Value of Client Delivery Case Studies

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Over the years we have tried and tested a multitude of different methods, made mistakes and had successes all of which has led us to this point, our unrivalled standard of Client Delivery and subsequently the defining of the SmartPA Method.

To better put it into context. You might make a fabulous Spaghetti Bolognese, your neighbour might make a fabulous Spaghetti Bolognese, they’re unlikely to be same and they might vary time to time depending on what exactly is in your cupboard at any given time.

Jamie Oliver and other high quality chefs have achieved an exceptionally high standard of Spaghetti Bolognese through a process of Learning & Development on a much wider scale than either you or your neighbour could achieve and as such when that important dinner comes up, we all reach for the recipe book rather than rely on our experience alone.

SmartPA has its own recipe book and this is where you learn to cook the Perfect SmartPA Bolognese, with an extra sprinkle of parmesan .

The Value of Client Delivery Case Studies

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Value of Client Delivery Case Studies

Throughout the entire Client Delivery Case Study process we will be reviewing your performance in the following key areas:

Knowledge

• Each of the Microsoft packages• SmartPA Brand Guidelines • Each of the skills and categories that you will deliver your clients

Skillset – SmartPA 8 Roles

• As referenced on Page 1

Behaviours

• Delivering the SmartPA three C’s• Delivering a positive customer service experience• Displaying a ‘can do’ attitude at all times• Displaying the ability to be resourceful at all times


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Outcomes of Client Delivery Case Studies

When carrying out the Client Delivery Case Studies you will be demonstrating your understanding and quality of delivery in the following areas:

• Workflow, it’s package and process

• Pricing for both retained packages and ad hoc work

• Invoicing and reporting to clients

• The SmartPA 8 Roles

• How to manage time with respect to client quotes

Submitting your work

Your Client Service Delivery Case Studies should be added to the Assignment Workbook you have already created and placed in your shared Dropbox file.

Your Assignment Workbook is a Word Document and as such any tasks that are carried out in another application such as PowerPoint or Excel must be imported into the Assignment Workbook or screen shots taken and placed in the appropriate place.

Please note that any imports or screen shots added to your Assignment Workbook must be a minimum of half or full page size and of readable quality.

The Assignment Workbook you submit is the work that we will review and as such must contain the entirety of each task, if any element is left out your review will reflect this negatively.

That being said, you must also add the original PowerPoint or Excel Document to your DropBox folder for reference where necessary.

Each task in your Assignment Workbook should be preceded by an email exactly as you would when supplying completed pieces of work to your client.

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Submitting your work

NOTE: When carrying out tasks for clients you must always think ahead and be constantly looking for opportunities to upsell. In each case think of 1-3 further tasks relevant to the work just carried out that you could suggest to your client to demonstrate the SmartPA ‘forward thinking’ and ‘thinking on behalf of the client’ mentality.

Using Workflow

Use your workflow operations manual for the following:

• Add each of your clients listed within the work experience tasks to the system

• Add each of their required tasks

• Update and note the time you spend on each aspect of the task

• Run a report for each client and insert it into your Assignment Workbook at the end of the relevant set of tasks

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Workflow

As part of our IT support service, we carry out live Workflow demos, these are executed using screen sharing software.

These sessions are being offered for those who would like direction with system functionality or for those who have already engaged with the platform and have specific questions that need to be addressed.

Should you wish to avail yourself of one of these demo sessions please do so using our Google Calendar in the same manner as with your Accreditation review sessions, details of which can be found in the SmartPA Partner Onboarding Guide housed in your Noticeboard & Library function of the SmartPA HUB.

Available sessions will be labelled Available Workflow Demo and will be coloured yellow. Please choose an available session and populate with your UPID, followed by Workflow Demo, remembering to invite [email protected] in addition to changing the event colour to blue before saving.

Sessions will run weekly on Wednesday between 10:00 and 13:00.

Should you be unable to find an available session within a two week period, or in the event that you require urgent assistance with a billing or client requirement please contact [email protected] to enquire about further possiblities. http://www.teamviewer.com/en/index.aspx.

If and when you choose to book an available slot we ask that in preparation for your session you download TeamViewer from the following URL http://www.teamviewer.com/en/index.aspx.


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When approaching the work experience document downloadable from Online Module 8 – It’s Not What We Do, It’s How We Do It, please adhere to the following structure:

· Task 1 & Case Study 1 compulsory

· Complete either Case Study 2 or Case Studies 6 & 7

· Complete either Case Study 3 & 4 or Case Study 5

· This equates to between 15 and 20 hours depending on skillset


Successful Remote Working

One of the challenges of remote working is making it easy for clients to delegate work to you when they can’t see or talk to you face-to-face. Please see below some examples of tasks that clients may delegate, and provide solutions to completing the task remotely. Your answers should focus onbridging the gap between you and your client, ensuring accuracy, ease and convenience for your client.

Remote Working Solutions Task

Task – Typing/Creating SmartPA solution (Please provide 1+ solution of how your client can easily and efficiently manage this task remotely)

Meeting Minutes

Handwritten notes, scribbles

Flipchart

Dictation of a letter or email

A process map

A PPT slide

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Emails/diary SmartPA solution (Please provide 1+ solution of how your client can easily, efficiently manage this task remotely)

Reading, monitoring and responding to the

MD’s email

Diary management

Purchasing a Product

Your client would like to purchase a specific tutu

Amending a Document

Your client has a vast amount of changes that

they would like you to implement

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Expenses

Your client has a pile of receipts that need

inputting into a spreadsheet

Your client has a vast amount of changes that

they would like you to implement

Face to Face Meeting

Your client (based in the UK) has asked you to

arrange a face to face meeting that will last 1

hour with a colleagues based in Brazil and

another in Paris

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Client Case Study 1 – Publicity Bubble

Client Publicity Bubble

Employee/MainContact

James Dunbar

Profile James is a cutting edge media agent, specialising in new technologies. He is young, vibrant,energetic and his brand is very visible in the marketplace

Contract Monthly Retainer

Time Requirement Approximately 15 Hours/Month

Type of Business Serviced Office/Remote Working

Invoice Address Unit 3, Craigleith Industrial Estate, York, YO4 3TN

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Recreating a diagram within Microsoft PowerPoint – Brief supplied on following pages

Estimated Time: 45 mins

Organising a Meeting – Brief supplied on following pages


Recreating a diagram within Microsoft Word, Excel or PowerPoint – Brief supplied on following pages


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Create Invoice for client based on Package & Time Requirement

Using the time requirement from the client profile page and knowledge gleaned from Module 6: SmartPA Pricing please create an invoice which

reflects your suggestion of the monthly package you would be placing this client on. Bear in mind, the SmartPA Pricing Model is flexible, be prepared

to discuss a maximum and absolute minimum you would consider appropriate for this monthly time requirement. This must be accompanied by an

email adhering to Service Delivery: Mandatory ProceduresEstimated Time: 15 mins


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Create Excel Workflow Report & Covering Email for submission to Client

Run a client report in Workflow for all of the tasks laid out in this Case Study and export this report to Excel ready for submission to the client. This

must be accompanied


Notes

Brief: Your client has lost his soft copy of the diagram below and has emailed you a scanned copy for you to recreate EXACTLY. It is for insertion

into a PowerPoint presentation and it is important that angles/corners/colours etc. are all a true representation of the original. Estimated Time: 45mins

80% of Time Expended 20% of Results

20% of Time Expended

20% of Results

80% of Results

The ‘Trivial Many

The ‘Vital Few’

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Brief: Your client has a 2 hour meeting in London this Tuesday in Long Acre, Covent Garden. This meeting should finish at 15:00. Please advise

what trains he can take departing from Edinburgh, including a variety of cost options and routes. He prefers to travel with Virgin but will consider

others.


• He sometimes will pay for extra to travel 1st class, please advise of options

• There is a chance he may need to attend a meeting in Leeds the following day – could you please provide options to both travel home to

Edinburgh and also to travel onwards to Leeds, returning to Edinburgh at 17:00 the following day

• Please also draft him up a mock itinerary of how to get from Edinburgh Waverley Station to Long Acre and back

• Please draft an confirmation email for your client to send to this potential client to advise they will be attending

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Notes

Brief: Your client has delivered a training course and received feedback from the attendees. Of the 50 who attended the following responses were

gathered. He has asked that you find a way to record and convey this data in a 3 dimensional and/or interactive manner to be inserted into a

feedback presentation.


• 9 described it as “excellent”

• 11 described it as “very good”

• 25 described it as “average”

• 5 described it as “poor”

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Notes

Client 123 Consulting


Emily Forsyth

Profile Emily is a career driven woman with no children, she is a consultant in leading software solutions the pharmaceutical industry. She attends a large number of international meetings/events.


Time Requirement Approximately 35 Hours/Month

Type of Business Satellite office model

Invoice Address Melrose Avenue, Southgate, London, N14 8RT

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Client Case Study 2 – 123 Consulting

Research – Brief supplied on the following pages


Organising an Event – Brief supplied on the following pages


Organise Emergency Travel – Brief supplied on the following pages


Compare, Contrast, Report, Recommend – Brief supplied on the following pages

Estimated Time: 60 mins19






email adhering to Service Delivery: Mandatory Procedures Estimated Time: 15 mins

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must be accompanied by an email adhering to Service Delivery: Mandatory Procedures


Notes

Create a Newsletter – Brief supplied on the following pages


Brief: Your client has asked that you research CRM (client relationship management) systems. They require a system to manage sales leads.


• You must provide your client with the benefits of a CRM

• A selection of 3 CRM options that may be of interest

• Highlight the differences within each option and your reasons for choosing the 3

• Specify any that can be used to manage existing client accounts as well as sales leads

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Notes

Brief: Your client has asked that you arrange an international sales event in a central location.


People will be travelling from the following locations:

Geneva – 1 delegate, Brussels – 3 delegates, London – 3 delegates, Edinburgh – 1 delegate, Paris – 4 delegates

Please advise on location based on ease for these people to travel to and from (any country is acceptable)

The client would prefer a 10:00 meeting start however this can be moved to accommodate travel arrangements. The meeting must be 7 hours

Find a venue for meeting room and arrange a time that all can fly in and stay overnight if need be (other modes of transport are acceptable)

Organise all relevant meals and accommodation depending on duration of trip, this must include meeting refreshments

Please draft an email to send to each of the attendees, you must detail all of the arrangements to make them aware of the full itinerary

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Notes

Brief: You have previously arranged an international sales event to take place in London and have just been notified of a terrorist alert in Gatwick

airport, all flights in and out of London have been cancelled. 11 of your 12 delegates have been stopped prior to boarding their outbound flights. Your

Brussels delegate has already arrived. You must arrange for him to get home using alternative modes of transport


• Paris airports have also closed due to the threat

• Its 10:15am you need to arrange for him to to be home in the quickest possible time

• Cost is not a concern at this point

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Notes

Brief: Your client has asked that you supply a report comparing and contrasting 2 email campaign platforms, Campaign Monitor and Mail Chimp.

In your accompanying email you must make your recommendation. Once you have made your recommendation you must set up a free account

within your chosen platform.


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Notes

Brief: Using your chosen campaign platform create a 1 page newsletter on ‘Disruptive Technology’. On completion you must email this to

[email protected]


Please include:

• What is disruptive technology?

• Provide examples of brands, products and businesses that fit this description.

• What is the perception of disruptive technology?

• Is this perception good, bad, effective…etc.?

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Notes

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Client Case Study 3 – Bob the Builder

Client Bob the Builder


Robert Blain

Profile Robert is not your classic British builder. He isyoung but well trained, mobile/home based, efficient keen to progress and attain high standards

Contract Project

Time Requirement 3 Hours

Type of Business Mobile or home based

Invoice Address Po Box 400, Canterbury, Kent, CT2 0AR

Research


Create a Database


Create a Document


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Create Quote & Invoice for client based on your estimate of Task Requirements

Using our suggested time requirement from the client profile page, knowledge gleaned from Module 6: SmartPA Pricing and your own estimate of

how long you feel each of the tasks will take YOU, please create an email quote for this project. Make sure your communications and layout adhere

to Service Delivery: Mandatory Procedures at all times.


Set-up Inbox/Create Email Template


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must be accompanied by an email adhering to Service Delivery: Mandatory Procedures at all times. How accurate was your initial estimate? Be

prepared to discuss how you arrived at your suggestion in your next review session.


Notes

Brief: Your client is embarking upon the creation of a small construction business and has asked that you research all relevant HSE requirements,

certificates or processes that he must adhere to or have in place prior to beginning operations.


• Present your findings in a word document

• Where relevant detail all necessary instructions

Brief: Your client does not use online accounting software like Harvest and Xero but would like to keep track of all creditors and debtors in an

organised fashion. You must create a database using an excel spreadsheet to record information in an intelligent and logical manner.


You must include at least one column that utilises a drop down menu and include programmed total columns.

This is an accounting document and as such you should format the financial cells accordingly

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Notes

Brief: Your client has asked that you find 5 providers of PPE and report your findings


• You must outline company names, contact details and websites

• You must include the minimum requirements according to HSE regulations

• Additional information to include is price and where necessary any quality versus cost information

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Brief: Your client is getting lots of sale enquiries and is unable to properly keep track, potentially loosing business as a result. He has asked that you

set-up an enquiries inbox to manage the issue.


• Create a how to guide for your assignment workbook to show your understanding of how this process works

• Create an email template as a holding response for sales enquiries and suggest this to your client in an email explaining why you feel it is

important and the benefit of doing it in this way

Notes

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Client Out of the Box


Rupert Galbraith

Profile Rupert is an eccentric gentleman with eclectic tastes. He is an entrepreneur who arranges and runs innovative brainstorming and successful business solution events.

Contract Project

Time Requirement 90 mins

Type of Business Owns a modern office space/antique furnishing

Invoice Address Galbraiths, Lothian Road, Edinburgh, EH1 6NN

Client Case Study 4 – Out of the Box

Research – Brief supplied on following pages


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Notes

Brief: Research an innovative and imaginative meeting space and complimentary eatery.


Your client is an entrepreneurial gentleman who likes to conduct all of his meetings in new and interesting spaces that do not conform to traditional

meeting parameters.

Money is no object for your client and the stranger the better.

Offer two suggestions and include options for an evening meal and drinks, your choice of eatery should reflect the eccentricities of your client.

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Notes

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Client Paper to Vapour


Elizabeth Williams

Profile Elizabeth is an old school business woman, a provider of life coaching with fully grown children.She took time out to raise her children and hasreturned with no current technical expertise.

Contract Project

Time Requirement 4 Hours

Type of Business Small Independent Rural Office

Invoice Address 1 Queens Crescent, Linlithgow, EH1 6NN

Client Case Study 5 – Paper to Vapour

Research and report – Brief supplied on following pages


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Create 2 x How To – Brief supplied on following pages


Brief: Research tech savvy sales software, online document filing tools and accounting packages with specific reference to expenses, make

recommendations and outline next steps.

Estimated Time: 60 mins (Sales) 60 mins (Accounting/expenses)

Your client is an old school business woman, till now everything within her business has been paper driven. She would now like to take all of her

document filing, sales and accounting needs online to create a greater efficiency within her day to day operations.

• You need to be sensitive to the fact that she has never used online tools like these before

• Her biggest must when looking at sales software is to able to keep track of what communications she has had with each of her sales leads

• She has a high level of expenses and random receipts

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Notes

Brief: Create a How-To’s for your suggested software options from the previous brief.

Estimated Time: 60 mins (Sales) 60 mins (Accounting/expenses) 30 mins (Email – Screen sharing content)

Remember to be sensitive to the fact that your client has very little current technical awareness.

When creating your email to the client with How-To attachments please include suggestions for a screen sharing option including why this might be

useful to the client and how she should go about set-up.

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Notes

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Client Case Study 6 – JC Training Ltd

Client JC Training Ltd


John Collins

Profile John is the CEO of this international managementtraining company. A harsh but fair businessmanwith a lot of travelling and events to incorporate into family life. He has young children.


Time Requirement 5 days/month

Type of Business Global Company/Multiple Branches

Invoice Address Unit 6, St Stephen’s Industrial Estate, Luton, LU3 4PO

Diary/Travel Organisation and Management – There are 4 elements to this task – Briefs supplied on following pages


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Set-up a client google calendar – Brief supplied on following pages


3rd Party Authorisation – Brief supplied on following pages


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Notes

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Brief: Set-up a client google calendar


• Once you have created your client google calendar you must populate it with all of the meeting arrangements from the remaining briefs within this

Client Case Study

• Where relevant create reoccurring or one off meetings

• You must attach all itineraries in Word or PDF format to the relevant meetings

Notes

Brief :

• Client wishes to travel to London from Edinburgh for a conference starting at 09:00am on a Wednesday morning

• After the conference he wishes to travel to Southampton, stay 2 nights then travel to Cardiff on the Friday afternoon (with 2 other staff members

via a hire car), the hotel is already arranged for the Friday night

• He would then fly back to Edinburgh on the Saturday morning

• Present travel options and costs for the travel, hotel stays and car hire

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Notes

Brief :

• Your client wishes to fly from any London airport (except Gatwick) with a colleague to attend a conference in Munich at the Dolce Munich

Unterschleissheim on 7th (any month) to 9th, then on his own fly to Frankfurt on the 9th, spend the day in Frankfurt on 10th and fly back to London

that afternoon, arriving at the airport for 16:00. Your client’s colleague has flown back to the US arranging his own onward flight

• You are required to present options for a hotel in Munich (including the Dolce Munich) and options for flights leaving London mid-morning

• Once the options have been provided to the client he decides to book the hotel and the flight from Munich to Frankfurt himself leaving you to book

the other flights

• On the morning of the 9th you receive a call from the client in Munich asking for his flight details from Munich to Frankfurt! After explaining that

you had not booked this flight – present options to get the client to Frankfurt (not arriving too late) and change his flight Frankfurt to London for an

earlier flight as he mentioned that his business would be completed much earlier


Notes

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Brief :

• Using relevant diary tools explain how you would begin to arrange a 2 day meeting for 14 people ensuring that everybody was free to attend

• 4 of these people will be travelling up to Edinburgh, 2 from Southampton, 1 from Cardiff and 1 from London

• A room will be required for the meeting; overnight stays for the travellers and dinner on the first night of the meeting

• Put together a checklist of things you might have to consider arranging this meeting

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Notes


Brief :

Client wishes to carry out 3 training sessions at 1 venue on the same day of 8 consecutive months, each is a morning session between 08:30-12:00.

Location: Maidstone

How would you begin to look for venues?

Budget is tight and the requirements are for room hire, refreshments may be additional but the room hire should include all equipment necessary for

a training session.

Provide minimum of 2 venue options.

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Notes


Brief :

Create an email to your client explaining 3rd Party Authorisation. Authorisation forms will vary from hotel to hotel so there is not a standardised form

please acquire one from the web, complete for this client and include in your workbook.

Include your suggestions of how to best deal with the need for your client’s signature when travelling or in the absence of a scanner etc.


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Notes

Client Case Study 7 – Language Learning

Client Language Learning


Angelique Coquerelle

Profile Angelique is a young single woman with a desire for marriage and family in the near future. She has set up as a French tutor within a franchise to offer her the flexibility of independent home working.


Time Requirement 8 hours

Type of Business Remote/Home Working

Invoice Address 48 Boulevard Jourdan, 75014 Paris, France

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How-To – Briefs supplied on following pages


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Research – Brief supplied on following pages


Client Case Study 7 – Language Franchise





Brief : As a remote working language tutor, your client will need to conduct learning webinars and conduct conference call group tutorials. You are

required to research, report and recommend 1 option for each type of activity along with reasons for your recommendation.


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Notes


Brief : Your client has asked that you create a How To set-up guide for each of your recommendations to aid her in running these sessions in your

absence.


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Notes


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