???????? ???? ???????? ???????????????? ?????????????? ???? ?????? / ???? ?????????????? ???? ?????? / ???? ?????? ????????????????????

My discussions on the exciting aspects of working on CRM/CX projects versus BAU operations. It's intriguing to see how different our preferences and skills can be, with leaning towards the dynamism of project delivery or finding a groove in optimising BAU processes.

To help an organisation avoid breaks or errors in your BAU end-to-end campaign design and execution, it's crucial to focus on key areas where problems typically arise and establish strategies to mitigate these risks. Below was my advice for a structured approach to address these potential pitfalls:

1.?????????????????????? ?????????????????? ?????? ???????????????????? ????????????

??????????????: Insufficient or incorrect information can lead to unrealistic estimates, impacting campaign timelines and SLAs.

????????????????????: Develop a detailed briefing template that captures all necessary information upfront and implement a review process. Regular training sessions to improve estimation skills based on past campaign data.

2.???????????? & ???????????? ???????????????????? ????????????????

??????????????: Ineffective prioritisation and intake processes can lead to bottlenecks and resource allocation issues.

????????????????????: Establish a governance forum specifically for demand arbitration to prioritise and approve campaign projects based on value and resource availability. Balance strategy with financial impact. Utilise project management software to visualise and manage workload and capacity.

3.?????????????? ???? ???????? ?????????????? ?????????????????????? / ?????????????? ???? ???????????? ?????????????? ??????????????????????

??????????????:? Poorly given instructions or non-compliance can lead to outputs that do not meet initial requirements, requiring costly reworks.

????????????????????: Use a reverse briefing process where the executing team restates the requirements and planned approach to ensure alignment. Regular training on the importance of adherence to instructions and detailed documentation of the process.

4.?????????????????????? ???? ??????????????????

??????????????: Variability in understanding and following instructions across the team.

????????????????????:? Develop a playbook containing standardised processes, templates, and tools. Regular workshops to train team members on the playbook and ensure uniform understanding and execution.

5.?????????????? ??????????????????

??????????????: Inadequate quality checks lead to errors in the final output.

????????????????????: Implement a structured quality assurance checklist and involve multiple layers of checks. Schedule periodic audits of completed campaigns to identify common errors and adjust QA processes accordingly. Establish an accreditation process on who can QA and to what level of complexity.

Last and most important, establish regular feedback mechanisms where team members can discuss what is working and what isn’t and suggest improvements. Encourage continuous professional development to enhance skill sets across the board.

By addressing these areas systematically, your organisation can reduce the incidence of errors and improve the overall efficiency and effectiveness of campaign management. This holistic approach ensures both proactive and reactive measures are in place.