Business Infrastructure - Curing Back Office Blues

Sinopse

Growth is not a bad thing. But too much growth, too fast presents a set of challenges often overlooked when discussing small businesses. The emphasis tends to center on the marketing and promotion necessary to grow your business, and not on the operations and business infrastructure needed to scale your business in a sustainable manner. These back office operations can make or break your business. The Business Infrastructure show provides solutions and real life stories to owners and operators of fast growing small businesses seeking practical tips for dealing with growth spurts.

Episódios

  • 096: Using Customer Intelligence to Improve Operations with Adam Hayes

    096: Using Customer Intelligence to Improve Operations with Adam Hayes

    10/05/2020 Duração: 39min

    “If you don’t have customers, you don’t have a business,” and this is why “You have to always think about continuous improvement.” Wise words from Adam Hayes, a civil engineer who now consults and serves as an operations advisor across various industries.  In this episode, Adam reveals the three types of customers every business should consider as well as internal questions you should ask yourself as a guide to meet customer expectations, measure what matters, and ultimately increase profitability.

  • 095: Finding the Right Model to Improve Operations with Elzie Flenard

    095: Finding the Right Model to Improve Operations with Elzie Flenard

    03/05/2020 Duração: 36min

    Operational excellence and business infrastructure are common threads throughout Elzie Flenard’s career. As a former electronics engineer and operations manager, turned podcast producer, he can attest to how important company culture along with a validated improvement model is in getting things done. In this episode, Elzie breaks down the correct order in building business infrastructure as he emphasizes the importance of securing the right people first, then processes, and last the tools. Learn why he says operations can be your company’s profitable differentiator.

  • 094: Retooling Operations for Customer Success with David Ellin

    094: Retooling Operations for Customer Success with David Ellin

    26/04/2020 Duração: 43min

    As technology and customers become smarter so does the expectation for companies to be faster, better, and cheaper. Back-office workflows now go beyond order-to-delivery, procure-to-pay, and intake-to-discharge. They also include customer engagement – a task once owned by marketing. In this episode, David Ellin taps into his experiences as a COO and VP of Customer Success to give a crash course on the importance of retooling processes, measuring what matters, and conducting kaizen events to enhance customer experience and profit.

  • 093: Supporting People in Charge of Operations with Marvell Allen

    093: Supporting People in Charge of Operations with Marvell Allen

    19/04/2020 Duração: 46min

    With a background in cultural anthropology, certified coaching, and leadership development, Marvell Allen brings a distinct perspective to her C-suite clients. She has a particular knack for helping them eliminate egos and silos as barriers to getting things done. In this episode, Marvell explains how COOs (or anyone in charge of operations) can keep CEOs off the ledge. But, she says, they in turn need support in executing on strategy and keeping the entire supply chain intact. Discover the business infrastructure techniques she says can help.

  • 092: Preparing for the Unexpected in Daily Operations with Joseph Powell

    092: Preparing for the Unexpected in Daily Operations with Joseph Powell

    12/04/2020 Duração: 49min

    “Operations is the most important part of doing your business,” says Joseph Powell. As the founder of TenDollarTutors.com and the creator of the ThinkSmart Whiteboard app, he knows firsthand the importance of operational excellence. In this episode, Joseph candidly shares the story of his roller-coaster tech journey and why he decided to step down as CEO of his company and serve as the COO instead. He also provides insights on the business infrastructure necessary to brace for change and stay the course.

  • 091: Debunking COO Myths with Maria Jones

    091: Debunking COO Myths with Maria Jones

    05/04/2020 Duração: 36min

    Maria Jones describes Chief Operating Officers (COOs) as the “Innovators of execution.” Their role as second-in-command to CEOs is vital to business continuity and delivering on sales promises. Yet, many leaders don’t understand what they do and overlook operations as the core of any business.  In this episode, Maria kicks off Season 8 by debunking common myths about COOs as well as operations using analogies and examples that make their value undeniable.  She also shares key metrics every business should measure to assess performance.

  • 090: Rebounding After Disaster Strikes with Alicia Butler Pierre

    090: Rebounding After Disaster Strikes with Alicia Butler Pierre

    29/03/2020 Duração: 30min

    Disaster comes in many forms and we don’t always know when it will strike. Developing contingency plans to plan for and recover from the aftermath isn’t an easy sell, especially when companies are riding high on profits. No one likes to think about what can happen if/when things go wrong. In this episode, host Alicia Butler Pierre shares her personal story of how she forfeited income for nearly a year to help her parents after they narrowly escaped death from a major flood. Two years later, she emerged as a podcaster, one of the world’s leading experts on business infrastructure for small businesses, and the author of a 2x bestselling book. She also shares resources to minimize the impact of a crisis on your small business.

  • 089: Understanding the Value of COOs with Bill Shepard

    089: Understanding the Value of COOs with Bill Shepard

    22/03/2020 Duração: 30min

    Wingman. The No. 2. The Second-in-Command – all of these terms describe the Chief Operating Officer (COO). When Bill Shepard pivoted from a 25+ year tenure in the C-suite to independent consulting, he couldn’t find a supportive group of COOs. So he started his own. 15 years later, The COO Forum boasts 35 chapters and 18k members in their online group.  In this episode, Bill describes the three areas that drive businesses forward, debunks myths about COOs, and defines the role COOs play in driving execution.  

  • 088: Partnering for Profit with Keith L. Scott

    088: Partnering for Profit with Keith L. Scott

    15/03/2020 Duração: 38min

    Business partnerships don’t have to end badly.  K.L. Scott & Associates is proof.  When Keith L. Scott started this process management consultancy, he wanted to do everything himself. Two years in, he found himself struggling to keep up with the pace.  That’s when he decided to strategically partner, but he did his research first.  In this episode, Keith shares how law firms inspired his business model, why he prefers a team of sub-contractors vs. employees, and how to profitably structure an operating agreement.

  • 087: Growing Past Bootstrapping with Chitra Lele

    087: Growing Past Bootstrapping with Chitra Lele

    08/03/2020 Duração: 40min

    After getting blacklisted from a Silicon Valley company, Chitra Lele decided to start her own software consultancy.  She realized entrepreneurship was the only way to achieve her vision of working for profit, people, and the planet.    But it required capital and lots of it. So she and her team sprang into self-funding action. In this episode, Chitra details the people, processes, tools, and techniques she and her firm relied on to grow past the bootstrapping phase and on to scaling up.

  • 086: Selecting Business Partners with Jason Duncan

    086: Selecting Business Partners with Jason Duncan

    01/03/2020 Duração: 47min

    Great leaders surround themselves with smart people.  But when it comes to business partnerships, “Proceed with extreme caution,” warns Jason Duncan.   As the founder of a fast-growing lighting company that’s made the Inc. 5000 list twice, he has personal experience with starting and terminating partnerships.  In this episode, Jason explains why it’s important to read the fine print of operating agreements and understand all of its terms.  Discover the people, processes, and tools he now relies on to make better decisions.

  • 085: Scaling Back Before Scaling Up with Dr. Terica Pearson

    085: Scaling Back Before Scaling Up with Dr. Terica Pearson

    23/02/2020 Duração: 36min

    Dr. Terica Pearson spent her first year in business learning the ropes and getting key processes in place.  By year four, she had a full staff of people to help scale her insurance agency.  But after tracking their performance, she realized that productivity had actually declined and was negatively impacting the bottom line.  In this episode, Terica details her decision to scale back the team she built and instead focus on more hands-on mentoring and training one agent at a time.  She also shares her business growth revelations as her mindset shifted from employee to business owner.

  • 084: Niching to Scale with Meredith Moore

    084: Niching to Scale with Meredith Moore

    16/02/2020 Duração: 37min

    Meredith Moore isn’t afraid to pivot.  As the CEO of Artisan Financial Strategies, she realized she’d have to break free of the traditional financial planning model if she was to realize her dream of scaling and hiring a junior associate.  Undeterred by naysayers, she assembled a team of various experts, conducted primary research with academia, and even changed the name of her company.  In this episode, Meredith describes the process she underwent to carve out a niche for her business and its positive implications.

  • 083: Downsizing  Rebuilding a Team with Mike Moll

    083: Downsizing & Rebuilding a Team with Mike Moll

    09/02/2020 Duração: 41min

    When Mike Moll’s social media consultancy grew rapidly, he immediately hired more people. But he soon realized he didn’t have the bandwidth or business infrastructure to scale at the same rate as his clients’ varied requirements. Payroll expenses rose and, eventually, he had to downsize most of the team he built. In this episode, Mike details the specific actions he took to rebuild his team as he fine-tuned his pricing model, simplified and automated key processes, and became stricter about the clients his company works with.  

  • 082: Scaling with SEO with Don Sevcik

    082: Scaling with SEO with Don Sevcik

    02/02/2020 Duração: 31min

    Have you ever put your business on hiatus so that you could recalibrate?  That’s what Don Sevcik, CEO of MathCelebrity.com, did and it paid off handsomely.  After five years in business, his company reached a plateau of 250k visitors per month.  Although things were going well, there were certain math problems that his site could not solve.  In this episode, Don explains how the decision to take that hiatus led him to not only reach 3.75 million unique visitors but also to solve any math problem in 1/3 of 1 second!   

  • 081: Outsourcing Core Competencies with Phoebe Cornog

    081: Outsourcing Core Competencies with Phoebe Cornog

    26/01/2020 Duração: 27min

    "We just made really good money while being on the beach!” exclaimed Phoebe Cornog, CEO and Co-Founder of the Pandr Design Co.  She recounted the day she and her business partner realized the impact of outsourcing.  Determined to not be starving artists, they cracked the code for cloning their murals without a loss in quality control.  In this episode, Phoebe explains how she and her business partner cast their fears of outsourcing aside to meet the growing demand for their services and scale sustainably.

  • 080: Pivoting into a New Niche with Marco Champion

    080: Pivoting into a New Niche with Marco Champion

    19/01/2020 Duração: 40min

    Marco Champion thought he’d have to forfeit his dream of being a professional skateboarder when he was struck and run over by a car during his teens.  Told he’d never walk again, he decided rather than feeling sorry for himself, he’d train his mind to focus on walking again – and succeeded!  In this episode, Marco shares how his personal story of triumph led him to create and scale two successful businesses and how, at just 23-years-old, he guides others in moving past obscurity into influencer positions. 

  • 079: Dissolving Toxic Partnerships with Dr. Lewena Bayer

    079: Dissolving Toxic Partnerships with Dr. Lewena Bayer

    12/01/2020 Duração: 34min

    When Dr. Lewena Bayer and her friend worked in hospitality, they complained to each other about how rude people were.  They never imagined they would start a company to teach civility in the workplace. But nearly 10 years into the business, their partnership would end when Lew learned of her partner’s illegal actions.  In this episode, Lew explains how she retained most of the rights to the company since she had documented the majority of the I.P. Now her company includes over 400 affiliates in 46 countries. Listen to the advice she gives for the value of painstakingly documenting processes and why she says job descriptions are not just “unnecessary paperwork.”

  • 078: Scaling Through Tragedy with Karla Nelson

    078: Scaling Through Tragedy with Karla Nelson

    05/01/2020 Duração: 40min

    “Life is like a bleep,” explains Karla Nelson.  When the market crashed in 2008, she sprang into action and shifted careers.  A year later her husband, and the CFO of their three businesses, was diagnosed with cancer.  Together, and undeterred, they continued running operations from his hospital room. In this first episode of Season 7, Karla details her courageous decision to scale despite losing her husband and while raising an infant and a toddler.  Learn her formula for staying the course and how it led to her WHO-DO productivity model being used in 25 of the Fortune 100 companies.

  • 077: Process Mapping with Alicia Butler Pierre

    077: Process Mapping with Alicia Butler Pierre

    29/12/2019 Duração: 31min

    Process maps are more than just boxes connected with arrows.  When done correctly, they can help you understand where bottlenecks exist, how long it takes to make your product or deliver a service, and where opportunities to streamline, automate, and/or outsource may exist.  In this Season 6 finale, host Alicia Butler Pierre describes how she used process mapping to increase her company’s cash flow.  She also shares the people who can help in your mapping efforts as well as recommended tools.

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