standardization

069: Calvin Williams’ Service Delivery Process

Calvin Williams, Jr. is on a mission. He believes wealth management services should be accessible to everyone, not just the uber-rich. As such, he started Freeman Capital – an award-winning FinTech company with rapid expansion goals and high visibility. In this episode, Calvin details the service delivery process he implements to maintain a positive customer experience while managing a 100% remote team. He also shares the different technologies he leverages to keep it all together.

Special Guest: Calvin Williams, Jr., Founder & CEO – Freeman Capital

Location:  Charlotte, NC  USA

Show Notes:

Watch the Video Version of this Interview (COMING SOON!):

 

Related Episodes:

    • Episode 030: Connecting Your Software for Maximum Productivity with Garrett Massey
    • Episode 032: Running Your Business by the Numbers with Charles H. Green
    • Episode 040: Lowering Overhead and Increasing Revenue with Forrest Tuff
    • Episode 042: Automating the Sales Process with Tim Bornholdt

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068: Anne Sugar’s Hiring to Scale Process

Positioning your company for hyper-growth requires “leveling up” people as well as processes and tools. Many leaders (and investors) interpret leveling up as replacing existing personnel with more qualified people. But the onus is on these leaders to create a culture of continuous education rather than blaming people when things go wrong. In this episode, Anne Sugar, an executive coach for the Harvard Business School Executive Program, provides an in-depth case study of a hiring process she coached an H.R. executive through as she set out to answer four key questions in preparation for expansion.

Special Guest: Anne Sugar, Founder & CEO – Anne Sugar Coaching & Consulting

Location:  Boston, MA  USA

Show Notes:

Watch the Video Version of this Interview (COMING SOON!)

 

Related Episodes:

  • Episode 007: Staffing Up While You Scale Up: Getting the Help You Need When You Need It
  • Episode 023: Attracting Top Talent to Your Business with Jim Stroud
  • Episode 037: Leveraging Culture to Drive Business Transformation with Lakeisha Poole

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067: Trace Blackmore’s Documenting SOPs Process

When Trace Blackmore started getting information out of his head and onto paper, great things happened in his business. His 16-year-old industrial water treatment company has defied the small business failure odds and he attributes some of that longevity to having procedures that remove guesswork and promote high standards. In this episode, Trace shares his process for identifying and documenting key standard operating procedures (SOPs) and more importantly, hacks for getting people to actually follow them.

Special Guest: R. Trace Blackmore, Founder & CEO – Blackmore Enterprises

Location:  Lawrenceville, GA  USA

Show Notes:

How to Make Toast TED Talk by Tom Wujec:

Watch the Video Version of this Interview (Coming Soon!):

 

Related Episodes:

  • Episode 006: How Can I Implement Business Infrastructure in My Company?
  • Episode 039: Using Processes for Structure & Consistent Results with Paul Nicholaides
  • Episode 042: Automating the Sales Process with Tim Bornholdt
  • Episode 048: Automating Human Resource Compliance with Jason Cavness

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049: Vetting Doctors to Promote Patient Safety with Dilsa Bailey

Trust, but verify.  There’s a reason certifying and accrediting agencies exist – to protect end consumers and ensure quality.  This is especially important when it comes to our health!  No one is above reproach or investigation, including medical professionals.  Dilsa Bailey has 30 years of experience developing policies, processes, and training to keep healthcare providers compliant.  In this episode, she shares how she uses business infrastructure to build sustainable credentialing foundations so that healthcare providers can vet doctors and grow without compromising patient safety.

Special Guest: Dilsa Bailey, Founder & CEO – The Right Credentials Network

Location:  Atlanta, GA  USA

Show Notes:

  •  trcn-training.com: Dilsa’s online credentialing training courses
  • The National Committee for Quality Assurance (NCQA): the leader in health care accreditation.
  • American Medical Association: largest organization of physicians and medical students in the U.S. dedicated to promoting “the art and science of medicine and the betterment of public health.”
  • HealthGrades.com: provides “trusted information that helps consumers and providers make meaningful connections.”
  • Centers for Medicare & Medicaid Services (CMS): a U.S. federal government website managed and paid for by the U.S. Centers for Medicare & Medicaid Services providing information that “empower[s] patients to work with their doctors and make health care decisions that are best for them.”
  • Office of Inspector General: federal organization dedicated to combating fraud, waste and abuse and to improving the efficiency of Health & Human Services programs.
  • Federation of State Medical Boards (FSLB): this organization keeps patients safe by “supporting America’s state medical boards in licensing, disciplining and regulating physicians and other healthcare professionals.
  • National Association of Medical Staff Services (NAMSS): an organization “committed to enhancing the professional development of and recognition for professionals in the medical staff and credentialing services field.
  • System for Award Management (SAM): “a [U.S.] government-wide portal that is consolidating the capabilities of multiple systems and information sources used by the Federal government in conducting the acquisition and financial assistance…processes.”
  • Dr. Death Podcast: a cautionary tale featuring the “story of Christopher Duntsch, a Texas surgeon who was convicted of gross malpractice after thirty-one of his patients were left seriously injured after he operated on them, and two patients died during his operation.”

BONUS: 

Check out this FREE healthcare review app:CareSay connects you directly to your healthcare provider and empowers you to communicate and interact in real-time.”

Related Episodes:

  • Episode 008: The Lean Methodology: What It Is & How to Apply It To Your Small Business with John Kamp
  • Episode 021: Improving Quality in Healthcare Operations with Jarvis Gray
  • Episode 039: Using Processes for Structure & Consistent Results with Paul Nicholaides

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