FOLLOW-UP WHIT OUR OWN STAFF

30/5/94

INTERNAL FOLLOW-UP.

(with our own staff).

If our staff is sufficiently self-motivated/inspired/achievement-oriented,

then Internal follow-up should be entirely UNNECESSARY!

This may take some time.

It also presupposes that every member of the staff knows "What is expected of him/her."

This means goals/objectives/Targets are well-defined for each member of the staff and fixed in a definite TIME-FRAME.

Then, these have to be clearly Communicated, so everyone knows

$\# 1$ - What is expected of him (Qty)

$\# 2$ - of What quality

$\# 3$ - When (Time).

These 3 are Performance-Criteria.

These criteria must be laid-down

for each TYPE of activity.

If we do not have the NORMS, we can evolve them historically, by keeping OUTPUT-RECORDS on a daily basis - for each staff member, even if he is doing different type of work on different days.

An Operator/Officer/Manager must sign "ON" before starting an activity and sign "OFF" at the end.

Each ACTIVITY (TYPE) itself will be CODED/NUMBERED, which he will enter while starting.

And record/history will be Cumulative as also the hours spent cumulatively.

So $\frac{\text{Cumulative Records}}{\text{Cumu. Hours}} = \text{Average Productivity}$

This will be low in the beginning and improve as each staff member acquires Knowledge/Skill.

After a time, it will taper-off and stabilize.

Any improvement (in a person's productivity-level) beyond this stage can only come through.

• change in Methods
• change in Technology (eg. Voice Recognition)

I have digressed abit. Let us get back to "follow-up".

At the beginning (or the end) of each day we need to look at the Screen and find out,

1. Bio-datas remaining to be entered (at each of the SIX/SEVEN levels which I have defined elsewhere)
2. Bio-datas remaining to be converted (treating this as a different level.)
3. ESR remaining Unattended (i.e. searches yet remaining to be conducted against ESR recd.
4. Shopping Baskets against which "offers" yet to send.

NOW ESR itself could be recognised at different levels such as:

$\# 1$ $\circ$ a "remark" heard at a party that XYZ co. is looking for ABC vacancy to be filled.

$\# 2$ $\circ$ an "Inquiry (oral)" at a meeting/party by an officer/Manager of any Company that he is looking for such-and-such person

$\# 3$ $\circ$ an "oral request" from a regular client (Could be telephonic)

$\# 4$ $\circ$ a "letter/fax" request from any Company (including a regular client) - may or may not know/accept our TERMS

$\# 5$ $\circ$ an ESR recd. from a client (without advance)

$\# 6$ $\circ$ an ESR with advance recd.

These are arranged in ASCENDING ORDER of IMPORTANCE and COMMITMENT.

Till volumes of requests, falling under $\# 6$ & $\# 5$ is substantial enough to keep us busy, we will have to attend/entertain

other types of requests as well. This is the only way we can build-up a healthy clientele.

So while Entering the request in the Computer we must define its LEVEL.

At the end of the day System must tell us, at each level, how many requests have remained UNSEARCHED.

4. Having been "Searched" how many ESR we have yet to send out bio-datas/one line statement?
5. How many (Which) Interview-call letters remain to be sent-out?
6. How many "Invoices" remain to be sent out? for which appointments? for which out-of-pocket expenses?

7. How many "Payments" remain to be collected? from whom?
• Chronologically
• Value-wise
8. How many bills (of suppliers) remain to be paid? How many are overdue? (beyond credit extended by supplier)
9. How many "Mailers" remain to be despatched?
10. How many letters (from Clients/associates/candidates etc) remain to be answered?
11. How many papers/bios/Regi-forms remain to be "filed"? whether manually or electronically.
12. How many bio-datas remain to be CODED?

Critical activity because without coding, a bio-data will remain outside the SEARCH-ORBIT!!

13. How many Adut remain to be entered?

14. How many letters are pending typing?

Basically, we are trying to define the WORK BACKLOG SITUATION.

Idea is to minimise "arrears" - if possible eliminate altogether.

Idea is to drastically reduce our "Response-Time". This has to be our USP (Unique Selling Proposition). This is what must differentiate us from all other Agencies.

14 activities listed above are not comprehensive. As each backlog-situation becomes apparent, we must write down that activity. This way the list will grow.

For each of this activity, we should make one person responsible. If the volume is too much for one person to handle, we should divide the responsibility amongst 2 or 3 persons - but with sharpness/without overlap or ambiguity. e.g. Enter Bio-data

Divide

• one person for level # 1 (all Crores)
• Two persons for level # 2. to # 5
• A to L $\rightarrow$ one person
• M to Z $\rightarrow$ second person)
• Bio-data Conversion (3 persons)
• A to J
• K to T
• S to Z