{"id":80729,"date":"2020-12-02t12:00:30","date_gmt":"2020-12-02t17:00:30","guid":{"rendered":"https:\/\/48e130086c.nxcli.net\/?p=80729"},"modified":"2020-12-03t21:02:08","modified_gmt":"2020-12-04t02:02:08","slug":"avoiding-projects-hung-up-in-process","status":"publish","type":"post","link":"\/\/www.g005e.com\/2020\/12\/02\/avoiding-projects-hung-up-in-process\/","title":{"rendered":"avoiding projects hung up in process"},"content":{"rendered":"
<\/a>how to climb out of \u201cdone but\u201d hell. by frank stitely a project hung up in process is one when there is a disagreement as to the status between people involved in a project. for example, a client thinks he has answered your tax return questions, while you believe he has not. another example is when a tax return preparer believes a return is ready for review while the reviewer does not believe it\u2019s ready.<\/p>\n more:<\/b> when clients create errors<\/a> | how to reduce tax return errors<\/a> | why your firm needs to attract more millenials<\/a> | the fool in the room<\/a> | the 3 biggest tech failures of accounting firms<\/a> | wip-ing clients into shape<\/a> | maximize your role as visionary<\/a> the result of a hung-up project is a dead project \u2013 one that\u2019s not moving to completion. if a tax return gets hung up, eventually your client calls you, and you get to waste time determining why the project stopped moving. by now, you know this increases wip and thus decreases turnaround time. a couple of days ago, my wife, laura, placed an order with one of our favorite restaurants. because we are still in covid lockdown mode, she chose to pick up our order rather than have it delivered. the restaurant is only five minutes away, and the delivery services tend to deliver cold food.<\/p>\n during our lovely little pandemic, restaurants have developed two meal pickup models: curbside pickup or pickup in the lobby. in the curbside model, you sit in your car and a restaurant employee brings the food out to you. in the lobby model, you park your car, enter the restaurant and pick up your food.<\/p>\n i asked laura which model this restaurant followed.<\/p>\n her answer was, \u201ci assume it\u2019s curbside. i didn\u2019t have a choice when i ordered.\u201d<\/p>\n we have the genesis of a project hung up in process. the orderer (laura) didn\u2019t give the pickup person (<\/u>me) a clean handoff from the ordering step in the workflow process to the pickup step.<\/p>\n i have a choice that potentially will result in wasted time and cold food. first, i could assume curbside pickup. i could park in front of the restaurant and wait. but what if that\u2019s the wrong choice? after pointlessly waiting at the curb, i then have to drive to the parking garage, park and walk back to the restaurant. all the while, my prime rib sandwich gets colder.<\/p>\n or, i could assume lobby pickup. i park in the garage, walk to the restaurant and try to enter the lobby. there, i\u2019m stopped by a mask-wearing employee telling me that i can\u2019t go in the restaurant. i have to walk back to the car. then i must drive to the curbside to pick up the food. i hate a cold prime rib sandwich.<\/p>\n because the handoff from order to delivery was not cleanly accomplished, the process requires more time (wip) and results in a bad result \u2013 cold food. the person performing the order status step didn\u2019t provide the necessary information to the delivery person. more wip once again results in worse turnaround time.<\/p>\n obviously, laura will never read this, or i\u2019ll be consuming all of my prime rib sandwiches from a hotel.<\/p>\n let\u2019s convert this example into a common tax preparation experience.<\/p>\n a tax preparer, bill, sends jane, the reviewer, a corporate tax return for review with the following comments:<\/p>\n has a preparer ever done this to you? we call these \u201cdone but\u201d returns. the returns are done, but they\u2019re really not. they are not ready for review with open points. as you can see, a couple of the points require client input that should have been sought at an earlier stage of the project.<\/p>\n thus, our review is not a review, but a re-preparation combined with a review. this is a project that will stall in process as the reviewer knows this one will require a lot of time. it falls into the abyss of hung-up projects. the client will eventually call about the status, and we get to experience all of the joy of \u201cwhat\u2019s the status of\u201d hell.<\/p>\n another one of my least favorite return-reviewer situations is the court brief. a court brief happens when the preparer sends a project to review with voluminous notes that would make johnnie cochran smile. if you don\u2019t remember johnnie cochran, he was o.j. simpson\u2019s attorney famous for the glove quote, \u201cif it doesn\u2019t fit, you must acquit.\u201d<\/p>\n from a project management standpoint, johnnie cochrane stopped that trial cold the way your preparers stop tax returns with court briefs.<\/p>\n here are some examples of items from court briefs written by preparers:<\/p>\n help me god. i have seen so many of these. these are all attempts to evade responsibility for the final product to be delivered to the client. captain obvious would have made a wonderful tax preparer. we have yet another \u201cdone but\u201d return.<\/p>\n the solution to \u201cdone but\u201d projects is a change in the mindset and behavior of both the preparer and reviewer.<\/p>\n first, the preparer\u2019s mindset must transform from data entry clerk to some more advanced state of enlightenment. the preparer is accountable for providing a completed project that can be delivered to the client. the preparer must not deliver a \u201cdone but.\u201d<\/p>\n second, kick \u201cdone but\u201d projects right back to the preparer. do not reinforce the behavior of delivering junk to the reviewer.<\/p>\n you probably noticed that some of the preparer notes scream out for more training and some are just laziness. the training has to occur. hopefully, you are doing this before tax season. but if you have assigned a return to someone without the skills to successfully complete the return, the training must happen before<\/strong> the return gets to review. pushing the training ever later into tax season from the preparation stage to the review stage is just stupid time management.<\/p>\n you address the laziness with a baseball bat.<\/p>\n change the behavior of your reviewers as well. they must kick the \u201cdone but\u201d returns back to the preparer. fixing the mistakes reinforces bad preparer behavior. if an incomplete return is coming back to them, preparers learn that completing the return is more efficient for them than delivering a \u201cdone but\u201d and getting to fix it later.<\/p>\n next, let\u2019s discuss projects hung up between clients and preparers. after 31 tax seasons, i swear to god that some clients enjoy the tax preparation process so much they want it to last forever. here\u2019s how they do that.<\/p>\n first, they answer questions with questions:<\/p>\n preparer: how much did you pay in personal property tax?<\/p>\n client: how much should i have paid? did i pay too much?<\/p>\n remember the movie, \u201ccool hand luke?\u201d \u201cwhat we\u2019ve got here is failure to communicate.\u201d<\/p>\n you were expecting a number and you got a series of questions. how much closer is this return to completion? arguably, it went backward. you get to ask the question again, and you get the bonus task of answering a stupid question. this is what causes cpa suicides during tax season.<\/p>\n then, they answer with non-answers:<\/p>\n preparer: how much did you pay for that ford stock that you sold in june?<\/p>\n client: i\u2019ll get back to you. (clicks on the submit answers button.)<\/p>\n you get excited when you get the notification that, after three weeks, your client has answered your questions. you\u2019ll be able to bill this return sometime before you die. then, you find out that you got a non-answer. normally, you get more than one of these non-answers.<\/p>\n the status is right back where it was \u2013 nowhere. you prepare another questions list consisting mostly of unanswered questions from the first list. more wip. slower turnaround time. worse yet, you could have used this wasted time on another return.<\/p>\n the long-term solution to this is blowing up our public education system by recruiting teachers who can teach the valuable real world skill of answering questions. however, that won\u2019t help us next tax season. also, don\u2019t hold your breath waiting for educational reform. my teacher clients give non-answers as well.<\/p>\n i wish i had the perfect, simple answer to fixing client behavior, but i don\u2019t. here are some ways to reduce the impact short of murder.<\/p>\n
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\nlet\u2019s dissect an example from the real non-accounting world.<\/p>\n\n
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