Qualifying Questionnaire

Sales

• Is all customer info centralised, readily available and accurate?
• Do you have a high sales staff turnover leading to a loss of corporate information?
• Is it difficult to analyse activity by account and activity by salesperson?
• Can you dynamically view and report on live Sales forecasting/pipeline by representative, client, month, year etc?
• Are you happy with your company’s image on all quotes and faxes?
• Is staff using different document templates library for proposals, letters, quotations, price lists, product and services catalogues?
• Is it easy for you to manage Event processes, from identifying invitee responses, and scheduling facilities, catering venues, Christmas cards etc?

Document Management

• Is it hard to locate current versions of documents?
• Is it difficult to track where a document is in its review cycle?
• Are your important documents on a central server making it difficult for remote users to access?
• Do employees store documents on their local PC’s that cannot be shared and are susceptible to loss?
• Are some documents that are produced lacking consistency or not adequately representing the company’s image?
• Can you readily access superceded documents?

Marketing

• How easy is it to keep people apprised of the latest product offerings?
• Is your marketing "hit and miss" because you do not know your customer buying patterns?
• Are printing costs prohibitive?
• Are you making the best use of technology to reduce costs and increase response?

Customer Support

• Do customers ever complain that their inquiries or issues are not dealt with quickly?
• Do your salespeople take ownership of customer problems and address the issues?
• Do you hear of customer issues after they have become a crisis?
• Can you accurately measure the performance of your support/service people?
• Would a centralised knowledge base improve support efficiency?

Human Resources

• Do you have up to date records on employee job responsibilities and duties?
• Do expense claims/leave requests need to be approved by someone before HR?
• Are changes in staff details recorded in a timely manner?
• Are staff reviews completed on a timely basis using a standard appraisal form?
• Do employees provide feedback on the effectiveness of training undertaken?
• Can you monitor, track and manage performance review outcomes/training/accreditations etc?

Help Desk Management

• Do you have a centralised repository of customer or IT issues?
• Do customers ever complain tat their inquiries are not dealt with quickly?
• Do your sales people take ownership of customer problems and address the issues?
• Do you hear of customer issues after they have become a crisis?
• Can you accurately measure the performance of your support/service people?
• Would a centralised knowledge base improve support efficiency?

Quality Assurance

• Do you have a centralised repository of all customer Processes, Policies, Working Instructions, and Procedural Forms etc.?
• Are you managing the documentation of compliance processes?
• Are you managing the facility of documentation for all Policies, Procedures, and Working Instructions & Procedural Forms?
• Can you systematically track Requests for Change (RFC)?
• Do you have a formailsed system for Archiving (Superceded) documents?
• Can you provide Quality Improvement Reporting?
• Can you manage Scheduled Audits, actions and compliance adherence?

Service

• Is it difficult to determine accurate status of “Jobs” in Progress?
• Are you billing all hours efficiently?
• Can you appraise customers on job status easily?
• Is it easy to determine the profitability of the Service Dept?