November 18, 2024

You’re the Boss Blog: How We Train Employees to Analyze the Business

Building the Team

Hiring, firing, and training in a new era.

“Be direct.”

This is one of our core values at H.Bloom. It stems from another one of our values, which is to care deeply about our colleagues, and from the shared ambition to become as good as we can possibly be in this business. The only way to achieve this is to be direct with each other about areas of improvement. Otherwise, how will any of us know what to improve?

In my last two posts, I have written about the importance of practice, the formal training that we have set up, and shared the details of a specific management class that I led recently on data-driven decision-making. In this post, I want to walk through some of the projects our managers presented as part of the assignment from that class, and the direct feedback that I gave them so that they could work on the continued development of their skills.

After the training class, I gave the following assignment to our market managers and sales managers:

  1. Identify a problem or opportunity in your market.
  2. Analyze any available data about that problem or opportunity.
  3. Use the evaluation of data to draw a conclusion.
  4. Present your findings to the group.

The class participants could work on this assignment individually, or in teams, and they were given two weeks to complete the project. Here are four examples of what the participants presented, and how we used the presentations as an opportunity to give direct feedback on the skills they had learned.

Automate a Process

One of our market managers presented the need for a new piece of software that would automate the process of fulfilling same-day orders. Today, these orders are guided to completion in a relatively manual way. There is no question this process needs to be automated. However, as a three-year-old start-up, almost everything we do still needs to be automated. The presentation skipped over the data analysis and jumped right to the conclusion. While the conclusion was sound, the presentation missed the mark because of the lack of supporting data.

In our company, there is tremendous opportunity to derive competitive advantage by automating manual processes, but the trick is in deciding which processes to automate first. I gave this market manager direct feedback: First, when the assignment is data-driven decision-making, don’t forget the data! Second, and the important lesson in this interaction, was that because everything needs to be automated, the only way to determine what to do next is to compare the potential return of one project to that of another. With this filter, we work on the highest-value projects first, and eventually, we will get to everything. I asked this market manager to redo the presentation.

Buy Some Equipment

Another presentation, this time from a current SEED participant, suggested that we purchase a piece of equipment to deliver a particular corporate service in a more efficient manner. The numbers were sound: the presentation showed cost, a detailed potential return, and months to break-even. The return on investment was compelling, except for one other piece of data – this new business, one we had just introduced, was not yet profitable. I suggested to the presenter that we should drive the business to profitability first – which was only a couple of months away – before investing further in the line. While the presentation analyzed data, I thought it missed the analysis of contextual data (in this case, the profit and loss of the business line itself). The presentation provided a good opportunity to share with this future market manager my philosophies on investing limited capital, introducing new lines of business, and investing in those businesses for scale and efficiency.

Eliminate Wasted Effort

Two sales managers presented a detailed analysis of our sales pipeline. They enumerated activities by account executive, conversion rate and closed deals. They conducted an in-depth survey with current account executives, and identified a situation in which our sales people were duplicating efforts by entering the same data into two different systems. They calculated the potential uplift in sales if this wasted effort were removed and concluded that our engineering team should build the required functionality. My reaction was not what they expected. In the process of presenting their findings, they highlighted the number of activities that our account executives complete on average per day. When I asked the sales managers if they thought it was conceivable that our account managers could do more activities per day, the answer was a resounding, “Yes.”

In fact, these sales managers believed that our sales people could execute twice the number of activities per day even without implementing their suggestion. When I then asked them to compare the potential value of a) increasing the number of activities per account executive per day to b) removing the duplicative process, they saw that the former would provide a much larger return. My feedback to them was simple – if the data is there, make sure to draw the most rewarding conclusion. As a result of the presentation, the sales managers met as a group and instituted a new minimum number of activities a day, supported by our incentive program, and that has now been introduced to our entire sales force.

Try a Loyalty Program

One of our most seasoned sales managers analyzed our corporate subscription business. She proposed the introduction of a customer loyalty program, whereby we would systematically deliver something extraordinary to our customers as a thank-you for their loyalty during the previous year. This program could do two things: 1) surprise and delight our customers and 2) help ensure that they continue their subscription. The team compared the cost of this program to the potential benefit and proposed a pilot program that would contain our costs while enabling us to see any positive results in just two months. I gave the sales manager my feedback: it was a great presentation; a thorough analysis of the data; and a thoughtful decision to propose a pilot program. As a result of the presentation, I approved the program, which is in process right now. We will be able to assess the results in a couple of months.

Bryan Burkhart is a founder of H.Bloom. You can follow him on Twitter.

Article source: http://boss.blogs.nytimes.com/2013/05/23/how-we-train-employees-to-analyze-the-business/?partner=rss&emc=rss

Economic View: An Automatic Solution for the Retirement Savings Problem

But some problems are frustrating in another way: we know how to fix them and we can afford to fix them, but we drop the ball. That’s the situation with a crisis facing many Americans: saving enough for retirement.

Here is one measure of the problem: A Boston College economist, Alicia H. Munnell, and her colleagues have estimated that more than half of Americans are saving too little to support an adequate lifestyle if they plan to retire at 65. Why is the situation so serious? One reason is that traditional pension plans — in which employees have almost no decisions to make — are being supplanted by defined-contribution plans like 401(k)’s. In these plans, employees have to decide for themselves how much to save and how to invest their money. For many people, being asked to solve their own retirement savings problems is like being asked to build their own cars.

To fix this, we need to do two things. First, make payroll retirement savings plans available to everyone. Then, add empirically proven design features to them, making it easier for workers to make good choices. In other words, improve the plans’ choice architecture.

Payroll savings plans are vital because they are essentially the only way that middle-class Americans reliably save for retirement. Your grandmother probably knew that the best way to save is to put money aside before you have a chance to spend it. That approach has always worked — and is a core idea embedded in these plans.

In the past, homeowners used another form of forced saving, building home equity by paying off their mortgages. But the ease of refinancing has eroded the norm that people should pay off these loans by the time they reach retirement age. Among households with someone over 60, mortgage debt has grown drastically in recent decades. (Here’s a savings tip: If you are over 45, use today’s low interest rates to refinance with a 15-year mortgage.)

Given the importance of payroll savings, it’s alarming that only about half of the American work force has access to a retirement savings plan in the workplace — and that number falls to 42 percent in the private sector, according to Boston College research.

The Obama administration has proposed a simple solution to this problem: the automatic I.R.A. This plan, originally proposed by scholars at the Brookings Institution, would require any employer that doesn’t offer its own plan to enroll workers automatically into individual retirement accounts, with the option to opt out. The burden on employers would be tiny, and the benefit to workers could be life-changing.

The concept puts to work part of what we behavioral economists, along with industry experts, have learned about effective 401(k) retirement plans over the past couple of decades. The operative word common to many best practices is “automatic.”

When employees are first eligible for a retirement savings plan, they should be enrolled unless they choose to opt out. This solves the procrastination problem that keeps roughly a fifth of workers who are eligible for a plan from joining, even when the employer is matching some of their contributions. Companies that adopt automatic enrollment find that few employees opt out initially, or later.

But we should move beyond automatic enrollment alone. That’s because most companies set a low default savings rate for new enrollees, often at just 3 percent of their income. Of course, employees can choose a different, higher rate, but many just accept the default percentage and stay with it indefinitely.

My colleague Shlomo Benartzi, a business professor at the University of California, Los Angeles, and I devised a successful solution to this problem that we call Save More Tomorrow. Under it, a worker can join a plan in which their savings contributions are increased, say, one to two percentage points a year, each time the employee gets a raise. In the first company that tried this plan, the savings rate more than tripled in three years.

Some companies find that linking savings increases to pay increases puts a burden on their payroll and human resource departments. Such companies can avoid this problem by using a generic version of the plan, called automatic escalation, that steps up savings rates each year until the employee hits a predetermined maximum.

In a recent report in Science magazine, Professor Benartzi and I estimated more than four million people were using some form of automatic escalation, and had collectively increased annual savings in the United States by over $7 billion a year. This is significant progress, but we could do much better.

Many employees don’t know that their workplace has such an option, and finding out how to enroll can be hard. This helps explain why only 11 percent of eligible workers have signed up for it.  Promoting automatic escalation and making sign-up easy, or even automatic (with the ability to opt out, of course), could greatly increase enrollment. In our original study, in which a financial adviser was available to explain the plan and, importantly, fill out the appropriate forms, nearly 80 percent of workers who were offered the plan took it.

THE third piece of the automatic plan involves investments. Retirement savers tend to be relatively passive investors, often sticking with whatever asset allocation they selected on the day they joined the plan. But those who do make changes often do so at exactly the wrong time: they buy high and sell low.

Although the stock market has doubled in the past few years, 401(k) investors have collectively been selling stocks to buy bonds during this period. (Note that in January this year, there was a sharp reversal, with investors pouring money into stocks. This might make some trend watchers nervous about future stock market returns!)

A solution to bad market timing is to offer a default investment vehicle, like a target-date mutual fund, that automatically rebalances an investor’s portfolio, both cyclically as the market rises and falls, and as the client ages, reducing stock holdings as retirement approaches. Of course, it is essential that these target-date funds have reasonable fees.

For evaluations of how corporate plans stack up, consider the ratings offered by services like BrightScope.com. If you aren’t happy with what you find, complain to your company’s management. And if you are part of management, get busy.

Richard H. Thaler is a professor of economics and behavioral science at the Booth School of Business at the University of Chicago. He has informally advised the Obama administration.

Article source: http://www.nytimes.com/2013/04/07/business/an-automatic-solution-for-the-retirement-savings-problem.html?partner=rss&emc=rss

Media Decoder Blog: Andrew Sullivan Leaving Daily Beast to Start Subscription Web Site

3:06 p.m. | Updated Andrew Sullivan, the prolific writer who has built up his following for his blog “The Dish” first at the TheAtlantic.com and then at the Daily Beast, announced on Wednesday he is striking out on his own with a Web site dependent entirely on subscription revenue.

Mr. Sullivan said in an announcement posted on “The Dish” that starting on Feb. 1, he plans to charge readers $19.99 a year or whatever they might want to pay to subscribe to his site. He said that he spent the last dozen years blogging and trying to figure out how to make his venture profitable. He tried pledge drives for six years and then shifted to partnering with larger institutions like the Atlantic and the Daily Beast. He said he decided to make this change now since his contract with the Daily Beast was finished at the end of 2012.

“We felt more and more that getting readers to pay a small amount for content was the only truly solid future for online journalism,” Mr. Sullivan wrote. He added “the only completely clear and transparent way to do this, we concluded, was to become totally independent of other media entities and rely entirely on you for our salaries, health insurance, and legal, technological and accounting expenses.”

Mr. Sullivan is starting his new company, Dish Publishing LLC, with his two colleagues and executive editors, Patrick Appel and Chris Bodenner. Mr. Sullivan said that he has received the support of Tina Brown, the Daily Beast’s editor in chief, and Barry Diller, its owner, to keep “The Dish” on the Daily Beast Web site through Feb. 1. Then the site will shift to his old address, www.andrewsullivan.com.

Mr. Sullivan said in an e-mail message that he could have remained at the Daily Beast under a new contract. But he said that as he and his two partners started negotiating, they “began to see the overpowering logic of real independence.”

He added that the Dish is going to stay in New York City, where he and his two business partners are based, “for the foreseeable future.” He added, “We need to be together as a group.”

In his announcement, he wrote that the new venture had decided not to depend on advertising for revenue because of “how distracting and intrusive it can be, and how it often slows down the page painfully.” He added that advertisers also require too much effort for a small company. “We’re increasingly struck how advertising is dominated online by huge entities, and how compromising and time-consuming it could be for so few of us to try and lure big corporations to support us,” he wrote.

Article source: http://mediadecoder.blogs.nytimes.com/2013/01/02/andrew-sullivan-leaving-daily-beast-to-start-subscription-web-site/?partner=rss&emc=rss

Italian Appeals Court Acquits 3 Google Executives in Privacy Case

The ruling, by a panel of three judges, nullified a 2010 decision in which the executives were found guilty and sentenced to six-month suspended sentences by a lower court judge who said they had been too slow to remove a video from a Google-owned Web site in which teenagers bullied an autistic boy.

The original verdict raised alarms about threats to Internet freedom in Italy. Google and many other Internet companies have consistently maintained that they cannot, and should not, be required to review the content of user-generated material before it is posted on their sites.

Google insists that it acted swiftly to take down the video in question after being alerted to it, on grounds that the content violated its terms of service. Google said Friday that the successful appeal had vindicated its position. “We’re very happy that the verdict has been reversed and our colleagues’ names have been cleared,” Giorgia Abeltino, the policy manager at Google Italy, said in a statement. “Of course, while we are delighted with the appeal, our thoughts continue to be with the family, who have been through the ordeal,” she said, referring to the autistic boy.

The company said the ruling also affirmed the assumption that Web sites that merely play host to user-generated videos and other homemade material were not performing an editorial function. Under E.U. law, hosting services are not held responsible for content, even though courts across the region have sometimes disagreed on what constitutes a host. “The decision is welcome in that it removes a substantial threat to digital platforms and to the contributions to speech coming from them,” said Marco Ricolfi, co-director of the Nexa Center for Internet and Society in Turin.

While Google has often been asked or ordered to take down videos, it says this was the only case of criminal convictions on charges stemming from a video’s content.

The three executives were convicted in absentia. Pending the appeal the three — Peter Fleischer, chief privacy counsel; David Drummond, senior vice president and chief legal officer; and George Reyes, a former chief financial officer — had been suspended.

The company had nonetheless been concerned about the possible precedents from the decision. And guilty verdicts could have had other ramifications, like making it difficult for the executives to serve on corporate boards or to fulfill other functions that require a clean record.

The video was posted on a Google site, now defunct, that predated the company’s acquisition of YouTube, the world’s most popular video sharing service. After the ruling, there had been talk that Google might have to go so far as to shut down YouTube in Italy, because the company said it would be impossible to vet the 72 hours of video content that are uploaded onto YouTube around the world every minute.

More generally, the original verdict had fueled concerns that Italy was out of step with its peers in the Western world in its approach to the Internet. Besides adverse court rulings, there are perennial proposals from Italian lawmakers, for example, to rein in bloggers by requiring them to post corrections of their errors. And the television company Mediaset, controlled by former Prime Minister Silvio Berlusconi, has been fighting a long-running battle with Google over copyright issues.

In the past year, with a new prime minister, Mario Monti, in place there have been signs that Italian institutions and society are growing more comfortable with the sometimes messy aspects of the Internet. In May, for example, Italy’s highest court, the Supreme Court of Cassation, overturned the conviction of a Sicilian blogger, Carlo Ruta, on charges of publishing a “clandestine newspaper.” The law in question, which dates to 1948, requires newspapers to be licensed, but the appeals court determined that a blog did not constitute a newspaper.

Corrado Passera, minister for economic development, has promoted a digital agenda that has included measures to digitize Italy’s public services, to ease regulations and to decrease the tax burden for start-ups. The government also provided €750 million, or nearly $990 million, to create broadband connections in remote areas.

“Our hope is that both on the political side and the legal side, things are going in a more progressive direction,” said Luca Nicotra, campaign director at Agorà Digitale, a group that lobbies against restrictions on the Internet.

While the appeals court released its decision in the Google case on Friday, its reasoning was not immediately clear, because Italian courts publish detailed explanations of verdicts several weeks or months after the actual decision.

Gaia Pianigiani contributed reporting from Rome.

This article has been revised to reflect the following correction:

Correction: December 21, 2012

An earlier version of this article misidentified Giorgia Abeltino, the policy manager at Google Italy, as a man. She is a woman.

Article source: http://www.nytimes.com/2012/12/22/business/global/italian-appeals-court-aqcuits-3-google-executives-in-privacy-case.html?partner=rss&emc=rss

You’re the Boss: One Way to Simplify Phone Chaos

Tech Support

What small-business owners need to know about technology.

Andie JonesCourtesy of Be Well NutritionAndie Jones

Four years ago, Andie Jones found herself overweight, out of shape and feeling generally unhealthy, thanks in large part to the demands of a high-powered career in marketing. After figuring out a new set of eating and exercise habits that got her health back on track, she started helping family, friends and colleagues do the same — and got so much satisfaction out of it that two years ago she walked away from her job for a career reboot. After taking some certification courses, she put up a shingle for Be Well Nutrition, a nutrition and weight-loss coaching service specializing in helping time-strapped business executives and parents.

A virtual shingle, that is. Because while Ms. Jones sees clients in two different Los Angeles offices (her own and one she shares with a physician), and has a home office to boot, she estimates she does about half her counseling over the phone. “A lot of my clients are in other parts of the country,” she said. “And most of the rest don’t want to fight the Los Angeles traffic. Plus I travel a lot myself to conferences and to visit family.”

But the convenience of phone-based service comes with its own set of problems. Any of the 20 or so clients who at any one time are on Be Well’s intensive three-month program can call Ms. Jones whenever they feel the need to brag about progress or confess to slippage, and any of the 150 or so clients who have completed the program can call her for a pep talk, too. Given the dicey nature of cellphone calls, Ms. Jones prefers to take the calls on land lines — but given her multiple offices and traveling, which number would she give out to clients?

One solution to this sort of mobile-home-work phone-line chaos is a “follow-me” or “virtual” phone service that lets you give out one number that can be set up to ring on whichever phone you want, or on all your phones. These services have been around for years, but the prices have come down recently — to zero, in some cases — and the features and ease of use have gone way up. The best known services offering virtual phone numbers are Skype and Google Voice (the latter being free). But one service that’s been gaining traction with small businesses is Toktumi (tok-tu-mi — get it?). And that’s the one Ms. Jones chose.

Part of the reason Ms. Jones picked Toktumi, which costs $14.95 a month, is that the service lets you set up a toll-free number, while Google Voice and some of the other services do not. But Toktumi had a range of other features. For example, it lets Ms. Jones go to a Web site to determine which clients get routed to which phone lines at what times. That way she can make sure everyone who wants to reach her can get to the right phone, or she can choose to route only clients who need special attention right to her, while the rest might get her assistant or a message. When she’s on the phone with a client, a second client calling in is asked by an automated greeting to announce his or her name to the system, so that Ms. Jones can find out who’s trying to get through and decide if she should interrupt the first client — a more reliable approach than depending on caller ID, which often fails to identify callers.

Like Skype and some other virtual phone services, Toktumi also provides a mobile app (called Line2) that essentially gives the cellphone a second phone line, allowing Ms. Jones not only to receive calls made to the virtual number on her mobile phone, but also to make calls from that number, using the cellphone’s data connection rather than over its phone connection. (Google Voice doesn’t do that — it relies on your mobile line.) She gives the incoming Line2 calls a different ring tone than her regular cellphone calls, so she can tell instantly if it’s a client calling. When she calls out on Line2, the receiving phone’s caller ID registers the call as coming from the virtual number. (Oddly, Google Voice does do that.)

Ms. Jones has one complaint: Toktumi doesn’t do videoconferencing, which she relies on for group meetings and some one-on-one consultations. For that, she relies on Skype, but she’d rather do it all through one service. “It would be a great next step for me,” she said.

As more business owners try to juggle being untethered from the office with needing to stay in close touch with customers, employees and suppliers, services like Toktumi, Skype and Google Voice are likely to become increasingly popular — and will probably keep providing more for the money. That should hold us until the day we’re really waiting for arrives: Namely, when cellphones provide such clear, reliable, full-featured, reasonably priced phone connections that we can just take all our calls on them and dump the land lines and additional services.

You can follow David H. Freedman on Twitter and on Facebook.

Article source: http://feeds.nytimes.com/click.phdo?i=a85a583f3dd2b366eb090c4750008ac4