1.5 - About University

3.6S TRATEGIC R ELATIONSHIPS: ANALYZINGY OUR C LIENT B ASEInspired by a number of sources, including the work of the Novations Group.Every leader provides products or services to someone—clients or customers, internal or external.Yet not all clients or customers are of equal value. Leaders and their workgroups need toregularly examine their client or customer base—those to whom they provide services—toensure they are offering the highest value-added services and products to the right people. Agood generalization is that 20 percent of your clients will require 80 percent of your time andenergy. Which clients or customers are getting your group’s high valued-added work? Whichshould be getting this work? These are important questions for workgroup success. This toolwill help you rethink your products and services, and your client or customer base.This tool starts with the assumption that you and your workgroup have already figured outhow to focus on high value-added work. [If you haven’t, use tool ☛ 3.4 Business-Unit Strategyor 3.5 Strategic Resourcing.] Given this assumption, consider these questions:✔✔✔✔Currently, who are your major clients or customers?Who should be your major clients or customers?Is the type of work that your group does for your major clients or customers high valueaddedwork?What work should your group be doing that it is not presently doing?This matrix will help you and your workgroup rethink strategic relationships with currentand desired clients or customers. (In italics is a partial example for a Finance Department in amedium-size organization.)I NCREASING VALUE- ADDED WORKNecessary, but Activities Current High valuenonstrategicthat we do, high value- added workLow value current but should be added that we need toactivities activities done by others activities market activelyYourcurrentclients/customersAll departments:lease car administrationBudget ProcessManagementAccounts PayableAccounts ReceivableAll departments: expenseclaim auditingExecutives: monthlyfinancial health reportsCurrent Business Unitmanagers:Financial informationand decision toolsClients/customersyou shouldhaveProcurement: Inventoryfinancial managementExecutives: Futureactivities evaluationNew Business Unitmanagers and all projectand team leaders:Financial literacy86 SECTION 3 TOOLS FOR STRATEGIC THINKING