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Does the Perfect A/R Staffing Model Really Exist?. Presented by: Michael L. Daugherty, Vice President TRMG Fall Conference, St. Louis Synter Resource Group, LLC October 10, 2011.

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does the perfect a r staffing model really exist
Does the Perfect A/R Staffing Model Really Exist?

Presented by:

Michael L. Daugherty, Vice President TRMG Fall Conference, St. Louis

Synter Resource Group, LLC October 10, 2011

starting point understand change staffing variables responsibilities
Starting Point:Understand/Change Staffing Variables/Responsibilities
  • Billing / Customer set up
    • A/P set up, billing requirements, ‘pitching’ of billing methods
  • Credit and / or Collections
    • Credit only, collections only, or both
  • Account Distribution for A/R Reps
    • Corporate/National – Non-Corporate/National
    • Region
    • Balance
  • Administrative functions
    • Retrieving / sending back up docs
    • Email
  • Dispute Resolution
    • Support or direct access to various other dept / sales
all staffing models to include
All staffing models to include;
  • Benchmark / Illustration of TODAY’s results
    • Must know where you are to improve
  • Identified “Realistic” Improvements / Goals
    • Stair-step it
  • Established & Quantitative KPI’s (key performance indicators)
    • Do not need to be complicated / KISS
  • Measurements / Illustrations of Results
    • Daily, Weekly, Monthly, Quarterly
    • Posters, graphs, newsletters, dept meetings
  • Accountability
    • Acknowledgment / recognition of good results
    • Consequences for not so good results
staffing models measurement ideas
Staffing models & measurement ideas:

1. All inclusive responsibilities staffing model:

  • Full account ownership / responsibility
    • Measurement and KPI ideas:
      • Sales, DSO, aging by customer

2. Segmented responsibilities staffing model:

  • Customer Set Up
    • Measurement and KPI ideas:
      • Bill accuracy, % of rate issues, % of increase in e-billing, # of increase in ACH/EFT payments, etc
  • Credit
    • Measurement and KPI ideas:
      • Timeliness of credit decision, reduce by days or minutes
      • Tie in aging %’s, write-offs as a % of Rev, banko’s total # of % of Rev
ideas continued
Ideas continued;

2. Segmented Responsibilities Continued;

  • Collections
    • Measurement and KPI ideas:
      • >60’s, Avg-Days-to-Pay, calls, contacts, audits
      • See sample scorecard
  • Dispute Resolution
    • Measurement and KPI Ideas:
      • Volume and timeliness, accuracy, kick-backs
  • Admin support
    • Measurement and KPI Ideas:
      • Volume and timeliness of doc retrieval, # of checks applied & accuracy
what does all this mean
What does all this mean?
  • To help understand the most appropriate staffing model:
    • Identify/clarify staff’s responsibility – clearly document what you want them to do
  • To retain good employees, drive down costs, and measure your success:
    • Illustrate / acknowledge where you are today
      • Might be good, GET BETTER - Might not be good, GET BETTER
    • Illustrate / accept where you want to go
      • Rome wasn’t built in a day
    • Establish / monitor ‘easy to follow’ KPI’s
      • Take the thinking out of it, keep it simple!
    • Measure, Measure, Measure results
      • Plain and simple
    • Performance
      • Recognize/reward GOOD results - Recognize/deal with NOT GOOD results

Employees will appreciate and work harder for you by doing these things and you will hit your expectations!

motivation recognition reward ideas
Motivation, Recognition, Reward Ideas:
  • Flex-time
    • Arrive anytime between 8:30-9am, PTO vs sick, vaca, etc
  • Facebook
    • Post pics, good for recruitment, family feel, fun
  • Themed Meetings
    • 1 per month, based on season, news
  • E-Newsletters
    • Events committee
  • Pick on Management
    • Cookouts, Balloon Toss, Dunking Booth
  • Rewards
    • Employee Choice, Managers, Performance
  • And why do folks leave? See:http://pattyinglishms.hubpages.com/hub/Quit
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