2.7 steps to outsourcing your life

7/28/2019 2. 7 Steps to Outsourcing Your Life

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7 Steps to Outsourcing Your Life Copyright 2012 PA Everyday

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Table ofContents

Introduction 3

Pinpointing the Differences 4

Step 1. Building a Solid Foundation 6

Step 2. Building the Management Muscle: Train! 9

Step 3. Giving Up Control: Delegate! 12

Step 4. Adding the Firepower: Automate! 17

Step 5. Looking into the Crystal Ball: Anticipate! 24

Step 6. Adding the Human Touch 27

Step 7. Mastering the Cultural Differences 29

Putting It All Together 34


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Introduction

In his bestselling book The Wold is Flat, Thomas Friedman suggested

that the world has transformed into a two -dimensional flat plane wherethere are no entry barriers into the labor market. Then a young

American entrepreneur named Tim Ferriss wrote 4-Hour Work Week,

a blueprint on how to earn a monthly five -figure income with zero

management. These two books studied how global virtual employment

can let you live more and work less.

Outsourcing is no longer just for Fortune 500 companies. Small and mid-sized firms, as well as busy professionals, free up their time for more

important commitments, by creatively redistributing jobs and tasks.

This eBook has been designed for those who are venturing into virtual

staffing for the first time. We hope that the insights provided will give

you the firepower you need to leverage your business and

increase your profits. When the principles in this book are applied

week in, week out, you will achieve increased profit or a shorterwork week, orfor the truly ambitiousboth. It's time for the world to

take advantage of this revolution.

(Tim Reading Founder, P AE v e ryd a y)
http://www.paeveryday.com/http://www.paeveryday.com/http://www.paeveryday.com/http://www.paeveryday.com/


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Pinpointing the Differences

One of the common mistakes that people

make when venturing for the first time intooffshore outsourcing, is using the same

management and training systems that work

only in a face-to-face environment. An even

bigger mistake is not using any system at all.

This section will pinpoint the Top 3

differences between the conventionalworking environment and the virtual working

environment.

Key Difference #1. There is no water cooler.

Depending upon where you live, you could be as far as 10,000 miles

away from your Virtual Employee (VE). That makes a casual chatat the water cooler a bit challenging. The water cooler isn t

always the best place for a manager to chat with a staff member about

the progress of tasks, but at least it ensures that the chat

actually takes place.


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This difference requires you to utilise available communication tools to

have brief five-minute chats with your virtual staff. The majority of task

allocation will need to be completed via online meetings and workflowsoftware.

Key Difference #2. You say Its blue and shesays Its green.

To remove cultural misalignment, a task or activity needs to bearticulate

din

great

detail. When working with Filipino staff, forexample, you will quickly learn to never ask close-ended or yes/no

questions. Why? The answer will always be yes.

Key Difference #3. Systemic problems arecompounded offshore .

Due to Key Differences 2 and 3, systemic problems within your

business will be compounded dramatically when taken offshore. So

much assumed knowledge can go into the completion of the most

basic of tasks. If you have been doing the task yourself for two

years, in retrospect you will be amazed by how many improvements and

variations you have made to it to get it to the level of quality that it is

today.


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7 Steps to Outsourcing Your Life Copyright 2012 PA Everyday 5


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Step1. Building a SolidFoundation

On this path, it is only the first step that

counts. (St. Jean-Baptiste MarieVianney)

Defining theRole

Writing a job description may seem like the obvious thing to do, but less

than 10% of our clients provide one for their VEs. Of those who do,

less than half quantify the role by implementing Key PerformanceIndicators (KPIs).A common complaint among employees in small-t0-medium businesses

is a lack of direction. This is not a surprise when you consider the fact

that less than 10% of them are lucky enough to be given a cleardescription of what their job entails. Only a privileged few know how

their performance is measured each month.

Human beings crave certainty and sense of control ; a simple five-line

job description coupled with three basic KPIs have a big impact onyour VEs productivity. This


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chapter will help you construct your own unique job description for

your VE and provide you with a system to quantify their performance.

Creating the JobDescription

The key to writing an outstanding job description is to keep it as

high -level as possible, but also making it all-encompassing so as

not to miss any important elements of the role. Check out

B u sin e s s Ba l l s for tips on writing effective job descriptions.

Lets take a look at a typical role in the offshore outsourcingindustry: a customer

service representative. Lets say Company ABC has hired at PAEveryday a full-time virtual assistant to handle inbound customer

service.

a. Job Title Customer Service Agent

b. Reporting to Customer Service Manager (Sydney, Australia)

c. Job Purpose Carry out daily inbound customer service activities , on behalf of

d. Key Duties Handle all inbound custome r service calls; handle all inbound

service emails and website chat ; create weekly reports for
http://www.businessballs.com/jobdescription.htmhttp://www.businessballs.com/jobdescription.htmhttp://www.businessballs.com/jobdescription.htmhttp://www.businessballs.com/jobdescription.htm


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Setting Key PerformanceIndicators (KPIs)Key Performance Indicators are the metrics by which a role is evaluated. KPIs provide the quantitative feedback that show how yourstaff member is performing. KPIs are often parallel to a companysMinimum P erformance Standards (MPSs).Not sure what MPSs are? MPSs are basic standards that abusiness agrees in advance to always exceed. For example,

McDonalds has an MPS for how long it should take them toprepare a burger. At PA Everyday, we have an MPS of

responding to all email enquiries within 4 hours of receipt.

To continue the customer service representative example, a company

may have a n MPS that all inbound customer service emails are to be

responded to within 4 hours of receipt and with no more than a total of

3 replies.

KPI #1. All customer service emails responded to within 4 hours

of receipt. KPI#1.1. An average customer service email case

handled within a 3 replies.

KPI#2. >80% of client-initiated website chat handled within 90 secondsof initiation.

KPI#2.1. 90% of all website chat handled w ithin 10 minutes per


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chat event .


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Step 2.Buildingthe ManagementMuscle:Train!

I had been told that the training procedure with cats was difficult. It's not.Mine had

me trained in two days.(Bill Dana)

You have written an outstanding,

non - ambiguous job description

with a clearly defined scope, and

you have given the KPIs forperformance measurement.

Now its time to train your staffmember.

To understand how effective

training is implemented, it is

useful to explore the psychology

of how people learn. Below are

what we know to be fact s.


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1. 20% of the population is primarily auditory: they liketo be told.

2. 40% of the population is primarily visual: they like tobe shown.

3. 40% of the population is primarily kinaesthetic: theylike to do.

4. People are more motivated when they know the purposeof their job.

5. For a person to improve in any given task, they must first be

taught, then they must teach it. When correct performance is

achieved, they must be commended.

6. The majority of companies grossly under -traintheir staff.

Assuming that the above information is correct, we can now

develop a sure -fire system to effectively train your VE.

Step

1Discuss with your VE the key outcomes and how you propose to

achieve them. Talk to them about your company and explain how their

role fits into its vision and goals.

Step2


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Show your VE how to perform the tasks. Show them several times,

consecutively. A good test of how many times is enough is when youhear the sudden bang of the VEs head on the keyboard as they passout from boredom. Only then should you stop.


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Step3

Have your VE show you how to perform the tasks. This is where the

real training begins. This is where your VE begins to build the neural

pathways and subconscious competence that result in the

automatic completion of tasks accurately and efficiently without

them needing to think or ask you for he lp. Stop only when they can

show you how to perform the task step-by-step without needing to look

at notes or manuals.

Not sure how this works in the virtual world? What you will

need are task management software, online documents and

technology that allows your VE to view your computer screen and

you to view theirs. Not sure how much time you should invest in

training? Every hour per week that they work for you, invest it into

training and do it within the first two weeks.

Tip

For online meeting software, check out Skype. It has high-

definition video- conferencing ( free) and screen-sharing technology

that allows you to show your screen to your VE and vice versa. Also

visit www.gotomeeting. com for screen-sharing software that allows

multiple users to view the screen of the presenter.
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Step3.Giving Up Control:Delegate!

Ifyou want something done right , you have to do it yourself.(A particularly unsuccessful businessman )

One of the most liberating

experiences in my business life

came when I realised that I was

not the best in the world at my

job. That may seem like a

strange comment to make, but

how

many people do you know who still say

If you want something done

right, you have to do ityourself? Last time I checked, I

wasnt cutting my own chest

open and performing open heart

surgery on myself, nor was I investing two years and $10,000 in web designschool

so I could build my own website. Its much easier to have someone else to doalmost

99% of the things that I could do myself.


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The 3 Main Blocks to Effective Delegating

1. Deluding yourself that you are the only person capable of doing your job.

How to remove this block : Ask yourself some basic questions like Why do I asksomeone else to

cut my hair? and What would I do if I had to take amonth off work ?

2. A lack of clarity about what you will do with your time once your

low -level and mid-level tasks are being taken care of by someone

else.

How to remove this block: Get a hobby . Stop being a control freak . Read thebook Blue Ocean Strategy (or listen to the audio book from iTunes); it w ill give

you ample ways to fill you r day with high-level strategic thought.

3. A lack of training and/or expertise in process building, leaving

you unsure of where and how to start.

How to remove this block : Remember that the majority of the tasks

performed wit hin your business are repetitive and trainable. These tasks canusually be noted in sequential bullet -point form. For many of these tasks, video

training files can also be created, providin g a permanent

reference point for a staff member who would like to see how a specific task canbe completed.


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The Architecture ofDelegation

As a general rule, your VE should handle tasks

that fall into all 3 of these categories:

1. Low-leveltasks

2. Repeatabletasks

3. Trainable

tasks

By repeatable, we mean tasks that need to be done on a daily/weekly

and ongoing basis. By trainable, we mean steps involved in completing

the task can be taught and documented.

By low-level, we mean tasks that do not require complex problem

solving or assumed technical knowledge. Another way to qualify if atask is low-level is if the cost is minimal if they are poorly performed.

Examples are telemarketing and invoicing.

Mid-level tasks require some assumed knowledge . A level of

importance is attached to the successful execution of the task.

Such tasks may require a specific


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qualification or level of training. Your VE may be able to complete

some mid -level tasks for you, but only after months of correct task

completion. Examples include preparing a complex sales proposal or

preparing the brief for a website.

High-level tasks require high levels of assumed knowledge in a specific

field ; a high level of importance hinges on the successful execution of

the task. Example include business planning, strategy development, and

high-level sales and operations tasks.

Traps that most small-to-medium business owners

fall into:1. Spending little or no time on high-level tasks

2. Asking highly qualified staff to perform low-level tasks

3. Spending too much time on low-level tasks when they could be

delegated or outsourced to someone for a fraction of the cost

To create a sense of being busy, managers and business ownersspend too muchtime in the bottom half of the pyramid. This is caused by 3recurring themes:

1. The false belief that bei ng busy equates to being


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2. Insufficient knowledge about the tasks in the top half of the

pyramid ( This is often the case when technicians are at the top rung of the organisational ladder. An example of this would be a

software-developer-turned-CEO who always gravitates back to

software development instead of leading the business in thestrategy area).

3. A lack of understanding of the economic principle called theopportunity cost of

time

Exercis

eImagine that, for the next 6 months, due to circumstances beyond your

control, you have only 20 spare hours in a week to allocate to work.

How would you reorganise your work week? What would you stop

doing? What would you start doing? What would you get other people

to do for you? Write down the Top 10 tasks that you know you can

delegate to a VE. Then do it!

Tip

The art of delegating is about immediately letting go of and delegating

low -level-tasks, training and delegating mid -level tasks, and filling your day

with only high -level tasks.


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Step 4.Addingthe Firepower:Automate!

The first rule of any technology used in business is thatautomation applied to an efficient operation will magnify theefficiency. The second is that automation applied to an inefficientoperation will magnify the inefficiency .

(BillGates)

Automation is to staffing what steroids are to sports. They allow

perfectly normal people to move at lightning speed with seemingly

little or no effort. You will be pleased to know that the only thing thatshrinks when you automate is your expense column.

The word automate can take on several meanings in the business

world. Often , the term will conjure up images of factories with advanced

robotics or computer screens laid out with advanced workflow software.

To a large degree, automation is created in order to remove the human

element. But we are not talking about that type of automation. Weare talking about automating the human element. A sure sign

of successful automation is when tasks are being done on time

every time, without human prompting.


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To do this effectively, you will need software. Automation can be

created within Client Relationship Management (CRM) software or

Project Management Software. This type of software can be purchased

very cheaply, often from as little as $15 per user per month.

Common CRM platforms include Salesforce, Sugar CRM, andZoho CRM .

Automation

Steps

Step1

Create a task list of Parent Tasks andChild Tasks.

Parent Tasks are closely aligned to the job description. Using ourcustomer service role as an example, the parent tasks may include (1)

responding to inbound emails and (2) engaging in website chat with the

customer.

Child Tasks are sub-tasks within aParent Task.


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Step 2

Link the tasks via flow charts.

Using the above example, below is a flowchart of the relationship

between parent and child tasks.


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Step3

Record demo videos (for PC-basedtasks).

Demo videos can also be created via a screen recording. The outputwill be a 30 - to

90-second video (with optional audio) that can be uploaded on yourown YouTube channel and linked to any Word -based document oronline WIKI. For demo creation software, check out DemoCreatorby Wondershare. It will be the best $100 you have ever spent. Oh,and a tip: dont ask your VE to create the videos. If they knew how tocreate them for your business, you wouldnt need the video in the firstplace , now would you?

Step4

Embed the automation into the

software .

If you use CRM software such as Salesforce, Sugar CRM or Zo hoCRM, workflow rules can easily be established within minutes. They

often work as follows:

A change in status of a key field triggers a task (for example, a


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lead becomes a

client). The task is communicated to key users within the CRM platform via an


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email. This email is created as a template prior to the event occurring.

The email is received by the VE and acted upon based on the

instructions contained within the email (the email can also link to any

necessary training videos ).

Alternatively, the workflow rule can trigger a series of tasks to appear in the VEstask list. You then use Step 5 to monitor the completion of these tasks.Keep in mind

that random tasks can also be added to your VEs task listmanually without the useof workflowsoftware.

Example

Your VE, as a bookkeeper, must complete repeatable weekly andmonthly tasks.

Step1

Document the parent and child tasks. Lets say the parent task is Complete themonthly profit and loss. Child task 1 could be Create manual journal entriesfor non-cash items and child task 2 could be Reconcile cash.

St


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Step2

Create a flowchart that illustrates the parent and childrelationships.

7 Steps to Outsourcing Your Life Copyright 2012 PA Everyday21


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Step3

Record videos or how-to guides for each child task and upload them to YouTube .Link the URLs to your operations manual orWIKI.

Step4

Create recurring activities that arrive on the task list of your VE on a set date every

month. Embed the link to the YouTube video in the notes section of the task so

that your VE can simply click on the link if they forget how to complete the task.

Step5

Log on to the CRM software every day and check for any overdue tasks. Monitortask completion.

Step 5 is the most crucial of the steps. If this is bypassed, the wheels

fall off and the system crashes in a heap. Monitoring of the tasks isbest performed via the use of either project management software

(such as Zoho Projects or Basecamp ) or via CRM software that

utilises tasks and activities. Personally, I find it easier to use CRM

software, as this allows me access to just about everything I

need within one software program.


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Task completion can be monitored via meetings or automated reports,

or both. The typical view of a CRM system will allow you to see exactly

what tasks are yet to be completed by your staff. You can address

these tasks one after another during an online meeting, or you can

schedule a report that will email you a list of all the completed oroverdue tasks each day. You can even have the report sent to your staff

as friendly reminder of what they have not completed yet.

Tip

Automation is key to succes sful management of virtual staff.

Utilise project management or CRM software to automaterepeatable processes. Remember to monitor the completion of

tasks as they fall due.



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Step5. Lookinginto The CrystalBall:Anticipate!

A common mistake people make when trying to designsomething foolproof is to underestimate the ingenuity of completefools .(Douglas Adams)

By anticipate, we are

referring to the need to

foresee issues that are more

than likely to arise, thendeveloping policies and

systems to ensure that they

are handled efficiently, thus

allowing for maximum time

leveraging and minimising

mistakes.

This is particularly important if

your VE has a client-facing

role (i.e. in contact with your

customers).


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The last thing you want is to have your VE asking you question s all day.

Some people call this contingency planning. They may well be right, but

this is a bit more precise than that. Contingency planning is about

b rainstorming possible scenarios and detailing how you may changecourse should they arrive. What we are talking about here is laying out

every possible scenario that your VE is going to encounter, and then

developing in advance a policy on how to deal with them.

For example, your VE is a call centre agent. You have provided

your VE with a softphone for making outbound calls. We all know

that software is prone to not working just when you need it to. In thiscase, the smart thing to do would be to give your VE the contact phone

number and email of your softphone providers support team. Thisway, when problems with the softphone arise, the damage is minimal.

Even better, your VE is now empowered to solve prob lems without

needing to bug you.

When you successfully complete the anticipation game, you will takethe monkey offyour back and put even more money in your pocket and time upyour sleeve.


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The Architecture of Anticipation

1. What could go wrong?

2. When is it likely to go wrong?

3. What can we do now to deal with it?4. Given my assumed knowledge, what would I do if this scenariotranspired?

5. What, specifically, should my VE do in this situation?

6. How can I teach and document these steps?

The end result of all of this is the following output:

1. Frequently asked questions (FAQs), particularly if your VE is

2. Flowcharts that show multiple scenarios and decision ou

www . s m a r t d r a w . co m)

Tip

Murphys Law: What can go wrong will go wrong. Just make sure you thinkof it before it does. Empower your VE to solve problems. Create a series ofFAQs or a knowledge base.


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St 6 Addi th H T h


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Step 6.Addingthe Human Touch

Catch someone doing something right."(KennethBlanchard & Spencer Johnson)

An often-forgotten

fact of virtual staffing

is that your VE is

actually a human

being.

They may not be

sitting in your office,

but believe

me, we check them

for a pulse every day.

Last time we checked,

they were all human.

The good news is the vast majority of humans are pr edictable in severalways.



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1 P l lik ki f l h i t


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1. People like working for people who communicatewith them.

2. People like working for people who provide positivefeedback.

3. People respond better to constructive criticism if given afterpositive feedback.

4. People like working for people who understand that peoplemake mistakes.

5. People work better for peoplethey like .

Good managers are able to produce amazing productivity from theirteams because they understand what drives people. We implore you

to be a great manager. Your business life and personal life will reach

new heights if you strive for continuous improvement in this area.

Tip

Schedule a 10-minute meeting with your VE at the beginning of each

week. Go through the objectives for the week. Tell them what they did

well last week and discuss with them how they can improve. Also, read

The One Minute Manager, a management classic!


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Step 7 Mastering the Cultural Differences


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Step7.Masteringthe CulturalDifferences

One of the great things about the world we live in is the diversity

between cultures. It is when cultures work with each other in abusiness environment that the differences become starkly evident.

The differences can be quite large and seem daunting at first. But

with a little practice and diligent effort, you will be able to bridge the

cultural gap.

Below are the Top 5 cultural differences between Filipinos and

Westerners.

Yes does not meanyes.

For a Westerner, yes means yes. If asked a yes/no question, a

Westerner will reply with a yes only if they really mean yes. With aFilipino, the word yes is used casually in conversation without a

firm obligation to deliver on it. Furthermore, a Filipino would rather

appease with a yes than be confronted with the prospect of a negative

reaction from a no.


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What to do about it: Never ask questions that require simply a yes or no answer


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What to do about it: Never ask questions that require simply a yes or no answer.

The answer will always be yes.

Exampl

eWRONG: Sarah, will you be able to comple te the document by5 p.m. today?

RIGHT: Sarah, please complete the document by 3 p.m. Call me by 2:50 p.m. if youthink you will not be able to finish it on time. Please go into the CRM system now

and sreate a pop-up reminder for

2:50 p.m. for you to call me if you w ill not be able to completeit by then .

Complex problem solving is a Westernphenomenon.

From all that we can ascertain, complex problem solving is well-

entrenched in Western education, but is lacking somewhat in a

developing countrys education system. The net result is that, if givena 10-step task, should a Filipino hit a hurdle at step 5, they are likely to

simply stop (with a few exceptions) rather than seek a quick remedy.


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What to do about it: It is very important that you remember this point , as it will


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What to do about it: It is very important that you remember this point , as it will

cost you dearly if you do not. You will need to change the way you ask your VE to

communicate with you . Ask them to always tell you if they are faced with a

seemingly insurmountable hurdle in the completion of a task.

If given a choice, a Filipino would rather say nothing thandeliver bad news .

Deeply engrained in the Filipino culture is a strong aversion to

conflict. While Westerners may not necessarily associate the

delivery of bad news with the possibility of conflict, Filipinos do.

What to do about it: This is one of the greatest challenges you will face when

managing your VE. This issue will need to be addressed on a case -by-case basis. We

do, however, recommend that you begin your relationship with your VE by saying

something to this e ffect: Sarah, having the information we need to run thisbusiness , when we need it, is crucial to the success of this business. You own a

crucial part of that information delivery. Whether you have good news or badnews, we need to know it. If you are unable t o finish a document on time, let me

know. If you are unable to generate

the leads due to a poor telemarketing list, let me know. There really is no suchthing as bad news,


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just news. It only becomes bad if we do not respond to it on time. I implore you to


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j y p p y

give me any type of news no matter how trivial or bad you think it may be .

Questions must be carefully crafted to get theright answer .

Although the Philippines is the third largest English speaking nation in

the world, English is still a second language to 99% of the population.

When language is not someones native tongue, specific voice tonesand sentence structures often lose their meaning when spoken to

someone of a different culture. When a Westerner asks a question,they will raise the ir tone to a higher pitch for the last few words of the

sentence. A Filipino may not pick up on this and therefore not know

that it is a question and instead assume that it is a statement. You may

find yourself asking a question during a Skype conversation, onlyto se e a blank stare on the screen as your VE waits for you to finishyour sentence.

What to do about it: Before asking a question, say Now let me ask you a question.

If asking a closed question (a question to which the answer is one of the options you

provi de), begin the question by saying O f the following options, which is correct?


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A Filipinos stress tipping point is lower than Westerners.


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Filipinos are quite a relaxed group of people. The flip side of this

(and there is always a flip side) is that the stress is felt a little faster

than in the Western world.

What to do about it: Look for signs of stress. A tell tale sign is the build-up of overdue tasks.


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Putting It AllTogether


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The steps presented in this eBook have been tried and tested and

proven effective. Step 1 is to set a solid foundation by writing a

winning job description and setting

Key Performance Indicators. In Step 2, we stressed the importance of

training . Step 3 is about knowing what and how to delegate. We

defined low-level, mid-level and high-level tasks and suggested that

you focus on delegating the low-level ones. In Step 4, you wereshown how to turn steps 1 to 3 into automated workflows and tasks,

making sure that work is completed correctly on time. Some of

you were introduced to workflow software and screen recording

software, perhaps for the first time. The focus of Step 5 was on

anticipating problems. Step 6 provided insights into the human element

of virtual staffing, offering tips for better leadership and management.

Finally, in Step 7, you were introduced to some of the work -basedcultural differences between Westerners and Filipinos, and you

were offered practical solutions.

I wish you all the best with your o f f s h o r e o u t so u r c i n gexperience!
http://www.paeveryday.com/http://www.paeveryday.com/


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2.7 steps to outsourcing your life

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