{"id":119129,"date":"2023-11-07t11:59:26","date_gmt":"2023-11-07t16:59:26","guid":{"rendered":"\/\/www.g005e.com\/?p=119129"},"modified":"2024-08-27t17:00:44","modified_gmt":"2024-08-27t21:00:44","slug":"creating-a-back-office-support-playbook","status":"publish","type":"post","link":"\/\/www.g005e.com\/2023\/11\/07\/creating-a-back-office-support-playbook\/","title":{"rendered":"creating a back office support playbook"},"content":{"rendered":"

\"process<\/strong><\/p>\n

how to develop procedures every client can follow.<\/strong><\/p>\n

by penny breslin<\/i>
\nit\u2019s not just the numbers<\/i><\/a><\/p>\n

as back office support, you assist your clients in making timely and accurate business decisions. in the past, you worked on hourly billing doing compliance management. everything was about time.<\/p>\n

more: <\/b>tech tips for back office support<\/a> | accounting tech tools to minimize your pain<\/a> | do your apps play well with others?<\/a> | it\u2019s ok to have favorite clients<\/a> | ten questions for teamwork<\/a> | yes, you can be an outsourcer<\/a> | how back office support adds value<\/a>
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when you did work for a client, you may have billed out an $18-per-hour employee at a rate of $60 per hour. when your employee took the time to call the client for the documents, walked down the hall to ask someone how they had previously handled a transaction, then waited for a document to show up with nothing to do until it showed up \u2013 all of this time was billed hourly.
\n
\nflat-fee pricing is the logical way to go for bos services. this means you need to reduce the amount of time it takes your team to track down information stored throughout the firm. how can you do this? the answer is by:<\/p>\n

    \n
  1. setting the anticipatory set with your clients via the service level agreement (sla)<\/li>\n
  2. documenting your procedures<\/li>\n
  3. following your procedures<\/li>\n
  4. adapting the procedures when they no longer work<\/li>\n<\/ol>\n

    another key to efficiency is having robust search capabilities in your dms or your workflow management tool or both. make sure you check out the search capabilities of any program you invest in. training, support and onboarding are also critical to the decision-making process. those three, working hand in hand, will allow your team to enjoy the efficiencies of any of these applications. if they like it, they will use it more.<\/p>\n

    always keep in the back of your mind that you may have to move off the application. before committing to one, know the policy for extracting your<\/strong> data, should you choose to switch applications.<\/p>\n

    what is an anticipatory set?<\/strong><\/p>\n

    in education, an anticipatory set is a brief portion of a lesson given at the very beginning to get a student\u2019s attention, activate prior knowledge and prepare them for the day\u2019s learning. also known as advance organizer, hook or set induction. this sets expectations so everyone is on the same page.<\/p>\n

    benefits of documenting your procedures<\/h3>\n

    we document each client\u2019s specific procedures in a document we call a playbook. some side benefits of making sure there is a playbook for every client are:<\/p>\n