The E-Myth Mastery Program Your Client Fulfillment Baseline The E-Myth Mastery Program Your Client Fulfillment

r Client Fulfillment Baseline The E-Myth Mastery Program Your Client Fulfillment Baseline
Module 5: Foundations of E-Myth Client Fulfillment Module 5: Foundations of E-Myth Client Fulfillment
Page 5
Business Development Process: CF-0020 Business Development Process: CF-0020

Process Identification Worksheet Establishing the Baseline for Your Production, Delivery and Customer
service Processes
YOUR PRODUCTION PROCESS
Let’s have a step by step look at how you establish your baseline.
Identify the process. You’ll begin identi-
My production process, the way I make the idea of my product or service a reality, is: (write
one or two sentences)
Evaluating Your Major Client 1 fying the elements of your three main
Fulfillment Processes client fulfillment processes (production,
delivery and customer service) by listing the
Evaluation is done without looking at the internal work-
ings of the process itself, but rather at its inputs, outputs, beginning point, the ending point and, per-
and costs. haps, some of the key components within each
CLIENT process. The place to start is the systems dia-
INPUT FULFILLMENT OUPUT
SYSTEM
gram and systems development plan from
Your Business Systems Strategy (Module 4,
COST MG-0010). The individual systems that col-
INPUT: Output from other processes plus the lectively make your product or service a reali-
The production process begins with:
resources used in the process, including: ty are your production process. In the same
Staff manner, identify your delivery process – the
Space and Facilities systems that are needed to put your product or
Materials service into your customer’s hands. Finally,
Supplies identify your customer service process, which
Information
consists of the systems you have in place to
OUTPUT: What is produced by the process: add additional value to your product or service
Result above what’s promised. Use Process Identi-
By-products fication worksheets to keep track. Remember,
and ends with: Waste for baseline purposes, you won’t be looking at
COSTS: The costs directly attributable to the process the individual systems within the production,
Total direct cost delivery, and customer service processes, but
Cost per unit at the way each process operates as a whole.
Inputs, outputs, and costs must be described in detail and
Describe the process inputs. Identify the
quantified in terms of their key indicators:
QUANTITY
QUALITY
2
main resources needed for this process to
function, and describe them in terms of their
TIMING
and the key steps in between are: INTANGIBLES
key system indicators. If it’s labor intensive,
how many man-hours are required? If it’s a
See Systems Evaluation (GN-0020) for a full description of the function of facilities, how much space, tools or
system evaluation process. equipment are needed to ensure that the
process can do its job? If the process relies on
raw materials, what sort of supplies need to be
available and in what quantities? If the process is data
driven, what sort of information is needed? You may want to
refresh your memory about “resources” and the role they play in
designing business systems. (See Module 4: MG-0090 Systems
Design and Documentation.) Use Process Baseline worksheets

This document is confidential and proprietary to E-Myth Worldwide and cannot be used,
disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an unpublished work protected
This document is confidential and proprietary to E-Myth Worldwide and cannot be used, disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an by federal copyright laws and no unauthorized copying, adaptation, distribution or display is permitted.
unpublished work protected by federal copyright laws and no unath rized copying, adaptation, distribution or display is permitted.
The E-Myth Mastery Program Your Client Fulfillment Baseline The E-Myth Mastery Program Your Client Fulfillment Baseline
Module 5: Foundations of E-Myth Client Fulfillment Module 5: Foundations of E-Myth Client Fulfillment
Business Development Process: CF-0020
Page 4
Business Development Process: CF-0020

n In-business production. You create a product or service at

your location and transport it to your customers (pizza deliv-
Process Identification Worksheet
ery, mail order businesses, manufacturers of all kinds, news- YOUR DELIVERY PROCESS
papers, magazines, door-to-door sales business.) The toy kit
manufacturer might deliver his product by way of mail, ship-
ping (air, rail or sea). My delivery process, the way my product or service passes from me to my customer, is:
(write one or two sentences)
n On-site production: You go to the customer’s location to cre-
ate your product or provide your service (carpet cleaners, in-
home nursing care, janitorial service, electricians, contractors,
management consultants, etc.).
Many companies use several forms of delivery. For instance a
furniture store will usually allow you to take your purchase with
you like an inbound business, but may also provide outbound
delivery services with their own trucks and crew or through third
parties such as Federal Express or local trucking companies. The delivery process begins with:
Customer service: is what you can and do provide over and
above the minimum requirements the customer expects as honest
value for his money. Customer service is what causes your cus-
tomers to perceive your product or service in a better light. The
customer is not paying for these “extras,” and they are not “nec-
essary” in order to acquire or use your product or service. A
good rule of thumb is that if it’s not an inherent element of your
product or service, it’s probably customer service.
and ends with:
It can be difficult to define what falls into this category because
there are so many possibilities. Opportunities for customer service
can happen whenever any part of your business interacts with a cur-
rent or potential customer. Customer service might include any of
the following types of service: attitude, assistance, information and
advice, training, maintenance, and credit/financial arrangements.
n The grocer might offer recipe cards to spotlight seasonal pro-

duce, trim meat to customers’ individual specifications, carry

groceries to customers’ vehicles, or feature a nutritionist offer-
ing menu suggestions for selected food items.
and the key steps in between are:
n The toy manufacturer might provide a toll-free number to
help with assembly problems, in-house demonstrations of the
full capabilities of the finished toys, or an insert which sug-
gests games and activities for those children ultimately
receiving the toys.
n The carpet cleaner might provide handouts on dealing with
stains, offer suggestions for protecting carpets in the future, or
perhaps offer a free “carpet life analysis.”

This document is confidential and proprietary to E-Myth Worldwide and cannot be used,
disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an unpublished work protected
by federal copyright laws and no unauthorized copying, adaptation, distribution or display This document is confidential and proprietary to E-Myth Worldwide and cannot be used, disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an
is permitted. unpublished work protected by federal copyright laws and no unath rized copying, adaptation, distribution or display is permitted.
The E-Myth Mastery Program Your Client Fulfillment Baseline The E-Myth Mastery Program Your Client Fulfillment Baseline
Module 5: Foundations of E-Myth Client Fulfillment Module 5: Foundations of E-Myth Client Fulfillment
Business Development Process: CF-0020 Page 3
Business Development Process: CF-0020

Process Identification Worksheet

production and the number of steps there are from beginning to
end vary widely from one type of business to the next. But every
business has at least one production process.
YOUR CUSTOMER SERVICE PROCESS
Look at your organization chart and your business system listing
(from Your Business Systems Strategy, Module 4, MG-0010).
The customer service features I provide to my clients include: Identify those systems that are part of your production process.
Where does the production process begin and where does it end?
It begins at the point where your product is no longer an idea, but
begins to take some tangible form. And it ends when you have a
complete product or service ready for sale or delivery to your
customer.
n If you’re in the retail grocery business, your production

process might include identification of vendors, purchasing,

and receiving.
n The production process for a company manufacturing kits for
children’s toys might incorporate testing, purchasing, assem-
bly, quality control, and packaging .
I identify new customer service opportunities by: n For a carpet cleaning business, production might involve
recruiting, providing necessary training, purchasing or leasing
equipment, buying cleaning supplies, and of course the actual
cleaning process itself.
Delivery: is getting your product or service from your business
to your customers. It begins where your production process
leaves off. Delivery always has the element of transportation.
During your production process, you took raw materials and
added value to those materials with the end result being your
actual product or service. Delivery transfers the value of that
product or service to your customer.
It’s helpful to think of delivery options in the same terms we dis-
My employees practice good customer service by: cussed in Module 2 – Your Trading Area. Essentially, there is
inbound delivery and there are two kinds of outbound delivery:
Inbound: For an inbound business, your customers become an
active partner in the “delivery” of your product or service. Even
though they come to your location, you still accomplish delivery
to them. For inbound businesses (e.g. grocery store, amusement
park, restaurant, department store, gas station, airline, barber
shop, dentist), the focus is less on the physical transfer of a prod-
uct or service, and more on the experience of the transfer itself.
Outbound: With outbound delivery, the physical transfer of value
to the customer is more prominent, but the experience should still
not be ignored. There are two types of outbound delivery:

This document is confidential and proprietary to E-Myth Worldwide and cannot be used,
disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an unpublished work protected
This document is confidential and proprietary to E-Myth Worldwide and cannot be used, disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an by federal copyright laws and no unauthorized copying, adaptation, distribution or display
unpublished work protected by federal copyright laws and no unath rized copying, adaptation, distribution or display is permitted. is permitted.
The E-Myth Mastery Program Your Client Fulfillment Baseline The E-Myth Mastery Program Your Client Fulfillment Baseline
Module 5: Foundations of E-Myth Client Fulfillment Module 5: Foundations of E-Myth Client Fulfillment
Business Development Process: CF-0020 Page 2 Business Development Process: CF-0020

care very much where you’re going, and a baseline – by telling

you exactly where you are right now – will provide the point of Process Baseline Worksheet
reference from which you can set goals and measure your
progress. By documenting your current baseline and tracking
changes over time, you’re going to have a clear sense of how INPUTS: PROCESS: OUTPUT:
effective your improvements to those processes have been.
That’s what this business development process, your Client
Fulfillment Baseline, is all about – evaluating the major compo-
nents of your client fulfillment process and establishing the base-
line from which you’ll set goals and measure your progress.

What, Exactly, Is Client Fulfillment?

First things first. What is the client fulfillment process?
Client fulfillment consists of the product itself plus three major
processes – production, delivery, and customer service – the com-
bined result of which is to put your product or service into the COST:
hands of satisfied customers. You dealt with your product in the
previous booklet (Your Product Strategy and Design), and now
you’ll focus on the three major processes of client fulfillment.

PRODUCTION
PROCESS QUANTITY QUALITY TIMING INTANGIBLES
INPUT
CLIENT
DELIVERY
FULFILLMENT
PROCESS
PROCESS

CUSTOMER
SERVICE
PROCESSES

Production: is what it takes to make your product or service a OUTPUT

reality. It starts where product design leaves off. In other words,
once you’ve identified the product or service you want to offer
for sale and have specified its particular attributes – what will
make your product different and better than anyone else’s – pro-
duction is how you actually create, make, or acquire that product
or service so you can sell it.
What does production look like in your business? If you have
more than one dissimilar product or service, you probably have
more than one production process. The kinds of things you do in

This document is confidential and proprietary to E-Myth Worldwide and cannot be used,
disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an unpublished work protected
by federal copyright laws and no unauthorized copying, adaptation, distribution or display This document is confidential and proprietary to E-Myth Worldwide and cannot be used, disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an
is permitted. unpublished work protected by federal copyright laws and no unath rized copying, adaptation, distribution or display is permitted.
 The E-Myth Mastery Program Your Client Fulfillment Baseline The E-Myth Mastery Program
Module 5: Foundations of E-Myth Client Fulfillment Module 5: Foundations of E-Myth Client Fulfillment
Business Development Process: CF-0020 Business Development Process: CF-0020 Page 1

Your Client Fulfillment Baseline

Determining “where are we now?” in client fulfillment
Current Period “If you don’t do your homework, you won’t make your free throws.”
– Larry Bird, professional basketball player
DATE

In Your Customer’s Eyes, Client Fulfillment Is the Heart of Your Business

While all of the Seven Centers of Management Attention (leader-
Previous Period

ship, marketing, money, management, lead generation, lead con-

version, and client fulfillment) are important and deserve your
attention, client fulfillment is what your customers care most
about. It’s the one that gives them what they want from you – the
Key Indicators Worksheet

one they’re paying their money for. It’s the ultimate proof that
you did what you promised to do.
For your customers, nothing about your business is as important
as client fulfillment. It’s what will put you ahead of your compe-
Baseline

tition and allow you and your business to thrive.

So client fulfillment deserves special attention because it’s the
only sure way into the hearts and minds of your customers.
Customers don’t really care if your financial systems are in place,
if your leadership is inspired, if your lead generation is attracting
just the right people, or what style of management your key peo-
ple practice. What they do care about is whether you manage to
consistently provide them with a quality product that meets their
needs, whether you’re able to get that product into their hands
quickly, reliably, and at an attractive price, and whether your cus-
tomer service processes are helpful and efficient. That’s what
they care most about, and if you want to keep them as customers,
that’s what you need to care about!

Your Baseline Tells You Where You Are and Lets You Measure Progress
The key question, then, is how do you establish the very best pos-
sible client fulfillment process for your business, or more accu-
rately, for your customers? You’re going to do this by looking at
the three major processes that make up client fulfillment (produc-
tion, delivery, and customer service) and evaluating the input,
Key Indicators

output and costs for each of those processes, which will enable
you to clearly and specifically document your current perfor-
PROCESS

mance level – your baseline.

Why do you need a baseline? If you don’t know where you are
now, it’s rather difficult to figure out where you’re going! You

This document is confidential and proprietary to E-Myth Worldwide and cannot be used,
disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an unpublished work protected
This document is confidential and proprietary to E-Myth Worldwide and cannot be used, disclosed or duplicated without the prior written consent of E-Myth Worldwide. This is an by federal copyright laws and no unauthorized copying, adaptation, distribution or display
unpublished work protected by federal copyright laws and no unath rized copying, adaptation, distribution or display is permitted. is permitted.