Core Principles
We only accept client assignments that fit within the scope of our stated Business Purpose and our implementation and motivation skills to facilitate change.
We have specialist knowledge on the consumer behaviour of Mature Age Australians. We advise our clients on how to attract, develop, retain and reclaim business relationships with mature age clients and employees. Our work directs our clients to engage three categories of their clients and employees - prospective, current and former.
We have generalist knowledge on many commercial topics, based on the experiences gained from owning and operating a range of businesses for over 30 years (including current involvement specifically targeting the Seniors market), coupled with a lifelong commitment to the acquisition of business knowledge and skills.
If any aspect of a Client project requires specialist knowledge beyond our scope, we will provide the connection to the appropriate provider of that specialist knowledge.
We deliver our specialist knowledge via the most effective mode, and delivery method.
We are committed to the truism "You can't manage what you can't measure" and the need for SMART Objectives for all aspects of a client project
- Specific
- Measurable
- Achievable
- Relevant
- Time bound
The measurement of predetermined Objectives is reconsidered if the assignment is broken down on geographic or functional lines, and at prearranged review times.
We are advocates of "innovative, incremental improvement"
Particularly in the early stages of a client project, we take every opportunity to establish breakthroughs which will result in quantum leaps in performance and bottom line results.
However since 1993, we have facilitated huge increases in client performance based on the Japanese philosophy of Kaizen - continuous incremental improvement - with everyone in the client organisation contributing "many small steps". Our role is to ensure those small steps are all congruent and consistent with the direction nominated within the client's SMART Objectives.
We have added a commitment to innovation within this Core Principle to acknowledge the need to blend breakthrough thinking with incremental improvements in all business processes.
Approach to Client Projects
The specification of every Client Project is collaborative and ongoing.
One size does not fit all, or most, or even some. In fact there is no "one size".
While we are very clear on the scope of our Business Purpose, and the areas of our specialist knowledge, we do not have a standard program which we attempt to implement with all Clients.
The solutions that we ultimately identify, and implement, are as numerous and unique as the Clients with whom we work.
There is however, a basic framework we work within, consisting of the following initial steps:
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Ensure the decision makers within both businesses are comfortable with the "fit".
Is the prospective client convinced of the level of compatibility and trust that is a prerequisite of every long term business relationship?
Does the client exhibit the characteristics we have verified as necessary for us to achieve maximum effectiveness?
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Identify the client's perspective of their priority needs, and the challenges and opportunities they are confronting.
Identify specific competencies and outcomes that will represent successful achievement of the client project.
- Specify the initial SMART Objectives for the Project, and nominate the client personnel who will be responsible for their achievement.
- Nominate the most effective mix of mode and delivery method.
- Achieve agreement on milestones, timelines, success indicators and feedback methods.
- Commence the activities designed to deliver the nominated objectives.
- Review the accuracy and relevance of the decisions taken in Step 2 and modify Objectives as necessary.
We constantly balance our desire for long term client relationships with our responsibility to "work ourselves out of a job".
Like our clients, we in turn appreciate the value of our long term client relationships, and view them as ongoing proof of the Return On Investment our clients achieve.
However, we are also conscious of the dangers of open ended Client Projects that do not require specific outcomes within specific timeframes.
Hence our commitment to SMART Objectives and the review process that verifies the continued relevance of the activities we undertake with our clients.
Affiliations and Joint Ventures
Smart people learn from their experiences. Really smart people learn from others' experiences.
We often quote this statement as a reason for a prospective client to choose to work with the very experienced resources we provide, either directly or via an alliance.
Equally, we take direction from the wisdom of this quote to ensure we seek input from experienced specialists whenever their contribution will achieve an improved result, or speedier resolution, for our client.
Email Graeme Smith today to set up an exploratory chat - at no cost or obligation.
