Glazers Key Issues Diagnostic

Client Name: Date:

Below are the key areas that you must
-5 to +5 have under control in your busines. We
25 Questions - How would you rate the following in your business? scale have specific Solutions containing tools
and processes to improve your
1 The level of satisfaction and loyalty of our Customers? 1 performance in each of these areas
2 Our knowledge of our costs, particularly our product costs? 1
3 The reward system we use for our sales team? 1
4 The contact program we have for Customers and Prospects? 1 Indicates a problem
5 Our understanding of our cash at bank, debtors and creditors? 1 Means Caution
6 The morale of our staff? 1 No problems
7 Our sales and marketing documentation (brochures, web sites)? 1
8 The quality and frequency of the feedback we provide our staff on their performance? 1 10 Key Success factors
9 The level of cooperation and trust between "departments"? 1
10 The documentation and understanding of our sales process? 1 Business Planning -6.00
11 The quality of the documentation of our standard operating procedures? 1 Leadership -6.00
12 Our processes for setting and maintaining our prices? 1 Profit -6.00
13 Our ability to grow the business through existing Customers? 1 Marketing -6.00
14 The control of waste in our business? 1 Personal Development -6.00
15 Our ability to check at any time profit, sales, expenses and cash flow? 1 Continuous Improvement -6.00
16 Our understanding of the needs and perceptions of our Customers? 1 Sales -6.00
17 Our database of customers and prospects? 1 Morale -6.00
18 The amount and quality of training we provide for our staff? 1 Waste Reduction -6.00
19 Our ability to deliver on time, on budget and with specified quality? 1 Customer Service -6.00
20 Our documentation of a clear vision and competitive advantage for the business? 1
21 Our mechanism for benchmarking our systems against best practice? 1 Select the factor below to see which
22 Our ability to record our sales per product, per market segment? 1 questions relate to your result
23 Our continuous improvement of our internal processes? 1
24 Our ability to attract and retain high quality staff? 1 Key Success Factor?
25 The quality and capability of our sales force? 1

10 Key Success Factors

0.00
-1.00
-2.00 1 1
-3.00
-4.00
-5.00
-6.00
Business Planning

Leadership

Profit

Marketing

Personal Development

Continuous Improvement

Sales

Morale

Waste Reduction

Customer Service
Doesn't matter -5
Awful -4
Terrible -3
Could be better -2
Needs attention -1
OK 0
Reasonable 1
Good 2
Very Good 3
Excellent 4
Couldn't be improved 5

Workings

Business Planning -6.00 #VALUE! Red ### Now

Leadership -6.00 #VALUE! Red ### Where
Profit -6.00 #VALUE! Red ###
Marketing -6.00 #VALUE! Red ###
Personal Development -6.00 #VALUE! Red ###
Continuous Improvement
-6.00 #VALUE! Red ###
Sales -6.00 #VALUE! Red ###
Morale -6.00 #VALUE! Red ###
Waste Reduction -6.00 #VALUE! Red ###
Customer Service -6.00 #VALUE! Red ###
Overall -6.00 #VALUE!
 s that you must
our busines. We
containing tools
ove your
these areas

ow to see which
o your result
 Glazers Multiple Submission Diagnostic

Client Name:

1 The level of satisfaction and loyalty of our Customers?

2 Our knowledge of our costs, particularly our product costs?
3 The reward system we use for our sales team?
4 The contact program we have for Customers and Prospects?
5 Our understanding of our cash at bank, debtors and creditors?
6 The morale of our staff?
7 Our sales and marketing documentation (brochures, web sites)?
8 The quality and frequency of the feedback we provide our staff on their performance?
9 The level of cooperation and trust between "departments"?
10 The documentation and understanding of our sales process?
11 The quality of the documentation of our standard operating procedures?
12 Our processes for setting and maintaining our prices?
13 Our ability to grow the business through existing Customers?
14 The control of waste in our business?
15 Our ability to check at any time profit, sales, expenses and cash flow?
16 Our understanding of the needs and perceptions of our Customers?
17 Our database of customers and prospects?
18 The amount and quality of training we provide for our staff?
19 Our ability to deliver on time, on budget and with specified quality?
20 Our documentation of a clear vision and competitive advantage for the business?
21 Our mechanism for benchmarking our systems against best practice?
22 Our ability to record our sales per product, per market segment?
23 Our continuous improvement of our internal processes?
24 Our ability to attract and retain high quality staff?
25 The quality and capability of our sales force?

Manager
Key Success Factors 1 2 3
Business Planning
Leadership
Profit
Marketing
Personal Development
Continuous Improvement
Sales
Morale
Waste Reduction
Customer Service
Workings

Business Planning
Leadership
Profit
Marketing
Personal Development
Continuous Improvement
Sales
Morale
Waste Reduction
Customer Service
Overall 0.00 0.00 0.00

Green Green Green

Green Green Green
Green Green Green
Green Green Green
Green Green Green
Green Green Green
Green Green Green
Green Green Green
Green Green Green
Green Green Green
Date:

1 2 3 4 5 6 7 8 9

Indicates a problem
Means Caution
No problems

Managers
4 5 6 7 8 9 Average
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
#DIV/0!
 0.00 0.00 0.00 0.00 0.00 0.00

Green Green Green Green Green Green

Green Green Green Green Green Green
Green Green Green Green Green Green
Green Green Green Green Green Green
Green Green Green Green Green Green
Green Green Green Green Green Green
Green Green Green Green Green Green
Green Green Green Green Green Green
Green Green Green Green Green Green
Green Green Green Green Green Green
 0.00
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
9.00
10.00
Business Planning

Leadership

Profit

Marketing

Personal Development

Continuous Improvement

Sales
Average Scores for Managers

Morale

Waste Reduction

Customer Service