Business Infrastructure - Curing Back Office Blues

Business Infrastructure - Curing Back Office Blues

Scaling a fast-growing small business can seem daunting, especially when you’re cut off from operational resources normally reserved for larger enterprises. As a world-renowned business infrastructure expert, Alicia Butler Pierre has dedicated the past 15 years of her career to closing this knowledge gap. Each Sunday, she and her guests pull back the curtain of their successful businesses to share the people, processes, and tools to scale. If you’re an ambitious entrepreneur seeking actionable tips and resources to structure and scale in a profitable and sustainable way, this is the podcast for you!... Show More

Episodes

September 13, 2020 46 min

Digital technology is great for streamlining various back-office operations. With it being in abundance, validating ideas to offer software as a service (SaaS) is critical. Yet, Ronan Walsh warns, “Many SaaS companies set about creating an MVP [Minimum Viable Product] before ever speaking to a customer.” As the founder of a leading digital marketing company, he’s seen many people make this mistake. In this episode, he verbally maps...

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COVID-19 leveled the playing field of veteran and neophyte teachers alike. The sudden pivot to remote instruction forced technology adoption at a record pace. But the steep learning curve hasn’t slowed Rachna Nath down. As a STEM and entrepreneurship educator, she’s used to thinking innovatively. In this episode, she describes her unique process for expanding her network beyond the traditional high school ecosystem to offer student...

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When Kimberly Fennell graduated from college, she had trouble finding a full-time job. A chance reading of Entrepreneur magazine sparked the idea to start a business support company. 17 years later, her company continues to offer remote administrative services that support back-office operations. Her foresight has paid off, especially during the pandemic, as demand for converting offline activities to online grows. In this episode,...

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Being amicable doesn’t mean you can’t get the job done. And Christine Yeager is living proof. She’s quickly moved up the ranks at one of the world’s most recognized brands and leads large-scale data projects across their supply chain. In this episode, she compares and contrasts two of those projects and reveals how developing technical acumen is only part of her success equation. The other part involves her HAP process. Visit https...

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Content is the currency of choice in the Digital Age. You must have a system for consistently producing and distributing it. And not just any content, but content that attracts leads and converts them into customers. The challenge is finding the time to do so. Nigel Washington has the antidote. His company, ContentMates.com, has a streamlined process for delivering quality content in just 2-3 days! Find out how they do it. Visit ht...

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Providing excellent customer support is just as important as the goods and services you offer. Effective communication is vital to creating a positive customer experience. Despite your team’s technical acumen, language nuances can erode that experience. This is further complicated when you have an international customer base. That’s where Marianne Rutz comes to the rescue. As Europe’s leading multi-lingual contact centre expert, sh...

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Joseph Garfield knows what it means to work his way up from the bottom. His entrée into technology started as an I.T. help desk operator. Over time, he advanced from being a “doer” to a strategist when he created his 3D Project Process. This framework not only consistently delivers I.T. projects on time and within budget, it’s even more streamlined than Agile and Scrum! Discover what makes it unique and how you can apply it to your...

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“Know your workflows!” Sage advice from Susan Blais as she described her experience in choosing the best technologies to optimize her sales and client engagement processes. As a Long-Term Care Professional (LTCP) she knew her decisions must be rooted in data security and HIPPA compliance. Now, she has a strong foundation in place to handle surges in demand for LTCP insurance. Learn how Susan reached this point and expand your knowl...

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After years of climbing the Wall Street corporate ladder, financial advisor John Stoj became disillusioned with false promises of outperforming the market. He eventually started a sushi delivery company only to return to his first love – financial planning. But this time, things are different.  Not only did he go rogue with his pricing model, but he also digitized his services without compromising security or personal touch. Learn ...

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Eagerly anticipating the release of another podcast episode, one day Berthine Crèvecoeur West found herself forgetting some critical steps.  So this award-winning podcaster and global diversity and inclusion expert took a page out of her own book.  She decided to not only document her process for producing her podcast, but she streamlined it too – and magical things started to happen!  Get the full scoop in this episode about takin...

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Being in the Army taught Bill Kurzeja the importance of leadership as he quickly moved up the ranks.  Upon transitioning back to the civilian world, he realized his ability to lead was only as good as his ability to communicate effectively.  In this episode, Bill details the process for how his company successfully improved production by 10-20%, increased customer satisfaction, and transitioned from a culture of “your” customer to ...

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This Season 8 finale is different – it’s not Alicia Butler Pierre’s typical monologue.  She’s joined by her 13-year-old goddaughter, Maegan Lane - a budding teen entrepreneur and COO of a clothing startup, Karma Collections.  In this episode, Alicia answers questions submitted by listeners throughout the season, and, in the process, tells Maegan how it applies to her business.  The result is answers that not only address the specif...

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Mohammad Ali may not float like a butterfly or sting like a bee, like the famous boxer by the same name, but he is a champion – a champion of operations. With over 37 years of combined experience as a high-ranking military official, chemical and industrial engineer, COO, and board member, he recognizes problem-solving as the cornerstone for continuous improvement.  In fact, he started the first auto manufacturing company in Jordan....

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According to Jay Hassell, “Getting things done requires a culture of learning.” As the COO of Novologic, he advocates for people and company culture as the key ingredients for improving operations.  His H.R. background gives him a strategic advantage in driving learning and training initiatives. In this episode, Jay explains how a focus on people, products, and processes leads to increased profit and performance. He also announces ...

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We did it – this is our 100th episode!  And joining us to celebrate this milestone is Jared Easley, the co-founder of Podcast Movement.  In this episode, Jared reveals how his military experiences and background in project management served him in helping to build the world’s largest community of podcasters. He not only shares the behind-the-scenes operations of their annual conference, but we also talk about the history of podcast...

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Marshall Freeman is the COO of the Atlanta Police Foundation (APF), a non-profit organization on a mission to make Atlanta America’s safest large city. In this episode, he details why the APF’s public-private partnership model enables them to pivot and act quickly leading to one of the lowest reported cases of COVID-19 for police officers. Discover what goes on behind-the-scenes as Marshall describes the crime prevention playbook a...

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TV Producers have more in common with COOs and Project Managers than you might think. As Emmy-nominated producer Janice Jensen explains, “We’re all responsible for putting together the pieces” to deliver a profitable product on time and within budget. In this episode, Janice draws from her experience in producing hit shows like Tiny House, Big Living to explain what goes on behind the scenes in coordinating the people, processes, a...

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Jon Reid’s exposure to operations, auditing, and finance began during his tenure at General Electric. That experience serves as the cornerstone of his longevity as a C-suite executive and advisor. In this episode, Jon draws from his experience working with various Fortune 500 companies to give small business owners an operational model to aspire to. He explains why introverts make great COOs, why you should surround yourself with p...

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“If you don’t have customers, you don’t have a business,” and this is why “You have to always think about continuous improvement.” Wise words from Adam Hayes, a civil engineer who now consults and serves as an operations advisor across various industries.  In this episode, Adam reveals the three types of customers every business should consider as well as internal questions you should ask yourself as a guide to meet customer expect...

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Operational excellence and business infrastructure are common threads throughout Elzie Flenard’s career. As a former electronics engineer and operations manager, turned podcast producer, he can attest to how important company culture along with a validated improvement model is in getting things done. In this episode, Elzie breaks down the correct order in building business infrastructure as he emphasizes the importance of securing ...

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