Case Study Business Health Check
“Taking the business health check been an incredibly interesting process to go through
in each discipline our
results are much more positive than the industry average which is very encouraging”
Ellie Allseybrook, Head of Business Growth at Inform Billing
Inform Billing -
Under the Microscope
Most people who know Inform Billing will also know how passionate the team are about ensuring they provide
quality products and services to customers. The team recently went through Totem’s Online Business Health
Check to highlight where they need focus as a company
Since the business was
formed 10 years ago,
founders Shaun Bodsworth
and Darren Salisbury
installed a drive and tenacity
to keep talking and listening to
customers and nding new ways
to enhance their product range.
Billing is a critical part of any
resale business and the Inform
Billing team take great pride in
their work.
With this in mind, the Totem
Online Business Health Check
was opened up to the whole
of Inform Billing to complete.
e team were requested to
take the 10-minute health
check, where the questions are
randomly presented, but behind
the scenes they all t nicely into
six key business principle areas;
Purpose, Performance, Process,
Product, People and Promotion.
e results are collated into a
unique health check score card
report which is emailed to the
individual participant within
minutes, and along with their
score also highlights any areas
of development within the six
key principle areas of business
success.
Shaun Bosworth, Managing
Director of Inform Billing said
“Year on year we continue to
grow as a business and improve
as a team, so this was a great
opportunity to gain feedback
from the whole business and
measure how we are doing
against our own internal
development programme.”
e Totem Consulting Group
then took all the employees
scores, sectioned them into
Board, Management and
employee teams and analysed
the results through cross
referencing, mapping, spider
graphing and using many other
methods.
e information was then
presented to Inform Billing in a
workshop, that highlighted key
questions around the results,
where they are on target, and
also where development areas
need to be analysed further.
e analysis review process
covers all the key business
principle areas and delves into
all the questions and the results
for every employee within
the business. e results are
then categorised into three
areas; “the great”, “needs
improvement” and “needs
immediate attention”.
With signi cant strengths in
both Product and Promotion,
the results reinforced some
things the management team
already knew, but in other areas
the results identi ed that more
analysis was needed to help
focus on improving awareness
and perceptions of what the
business was striving to achieve.
is is understandable for
a business that has grown
signi cantly over recent years.
As a business grows there are
certain functions that inevitably
change and therefore need
reviewing at regular intervals to
ensure they remain aligned to
the overall business goals and
objectives.
Ultimately, the greatest
outcome of the health check is
the ability to help continue to
Derek Owen, CEO of Totem Consulting Group
shape and improve a business.
e tool can be used again and
again to monitor and compare
between di erent periods and
teams whilst ensuring the key
business principles are aligned
with the company goals.
Ellie Allseybrook, Head of
Business Growth at Inform
Billing says “Taking the
business health check been
an incredibly interesting
process to go through - in
each discipline our results
are much more positive than
the industry average which
is very encouraging. It has
also highlighted some areas
that we now want to explore
further to understand how we
can continue to improve our
internal processes. e whole
process has been invaluable.”
e next stage is to drill
down into each of the di erent
questions results, compare
against the di erent business
functions and identify what
internal collaborative activities
we can focus on to ensure we
are delivering outstanding
quality of products and services
to our customers.
Derek Owen, CEO of Totem
Consulting Group says “It’s
been great working with Shaun,
Ellie and the Inform Billing
team. ey have been very open
and driven to understand more
from the analysis results and
workshops. Inform Billing were
fully engaged throughout the
process and are now looking to
apply the learnings that help
them get the best they can out
of the 6 key business principle
analysis results. We are looking
forward to running the process
annually with them.”
If you would like to take
your team through the Online
Business Health Check – then
drop the Totem team a note at
info@totemcg.org
46 | Comms Business Magazine | January 2020 www.commsbusiness.co.uk
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