Executive Chairman Operations Finance IT Admin Sales 04/07/201904/07/2019

Placing the Customer at the heart of what we do What Good Looks Like Simple Reliable Having a backup system Integrated with other systems Provides MI & trend data High Level Processes Tells us What To Do Lists stages/phases Identifies critical tasks Identifies business owner Back to Basics manual Tells us how to do critical tasks Uses checklists & diagrammes Mission/Purpose Placing the Customer at the heart of what we do Skill Knowledge Attitude Experience Culture – “Treating our employees & each other like our finest customer” Linked to our North Star Customer-centric Inspire & are sensible – address “Why are we doing this?” Implementing policies, procedures, & policies Running efficient admin procedures A cyclical process – no set start point © sesame Presentation Name/Ref.

Policies Why do we do what we do Have the policy link to the mission/purpose statement. Ensure that the policy makes sense & is customer-centric Have our policies be our “North Star” One Idea for Policy Guidelines: Do Your Best Do What’s Right Treat Others The Way You Wish To Be Treated Enjoy Yourself! © sesame Presentation Name/Ref.

Our bottom line: Treating each other the way we want to be treated. People (Who Does What) Treating our employees like our finest customer by: Challenging and rewarding work – towards a worthwhile purpose- enabling our clients to run a really successful business – we don’t provide data, we bring wisdom and knowledge that they can use. We deliver value. Professional/Personal Development Recruitment process Skills Gap Analysis & 360o feedback Core competencies Matching Skills, Knowledge, & Attitude to each Job Job enrichment – Getting people out of their comfort zone (Getting out of your comfort zone doesn’t necessarily make you uncomfortable.) Encouraging individual accountability and collective responsibility. Our bottom line: Treating each other the way we want to be treated. © sesame Presentation Name/Ref.

Processes What is Done The High Level Process: Links the process to our North Star Identifies the Business Owner for the process Defines what we do, not how we do it Is divided into stages/phases Lists those key/critical tasks that must be done under each phase. Building in Quality Control at each stage of the process. © sesame Presentation Name/Ref.

Systems Having the right tools to do the job Ensuring that they are simple and reliable Ensuring that there is a back up system. Having systems manuals (Back to Basics to augment their use) Continually improving the system Implementing Quality Control © sesame Presentation Name/Ref.

Procedures How it should be done A “back to basics” reference guide that anyone can use by: Identifying who does what Telling how they do it Being succinct Using checklists/diagrammes Being “in synch” with the High Level Process © sesame Presentation Name/Ref.

Practices Doing it the right way Formulating, adopting, and living office procedures – documentation & filing. Personal organisation Tidy desk philosophy Effective time management Team harmony Professional outlook – Making & keeping commitments – Under promising & over-delivering – making continual deposits into emotional bank accounts. Work as a combination of legal & social contracts – “What you are says more than what you do or say.” © sesame Presentation Name/Ref.