**Value Add- Blank Chart Example with Step-By-Step Instructions from Alysia:
1:12 — What is an accountability chart?
-The difficulties we have faced as a company while implementing an accountability chart
-The benefits of having an accountability chart in place
3:57 — Examples of problems companies may face if they don’t have a clear understanding of who does what
-eliminating clutter and uncertainty
-wasting time with overlap & “too many fingers in the pie”
5:27 — How disorganization affects the customer
-Avoiding delayed answers
-not appearing unprofessional
-giving your team KPI’s to get back to your customers in a timely manner
7:05 — How to communicate your accountability chart to your team
-How to get team buy-in
-Why it all “starts at the top”
8:12 — Avoiding the “cc” chain
8:44 — what does this have to do with credit and collections?
9:29 — Creating an accountability chart digitally and using it everywhere
10:55 — What to do if you are still overloaded and overwhelmed even if you have an accountability chart in place
Adopted from Traction by Gino Wickman
Application to Business
At our office we recently had a challenge with a client who requested reports and did not receive the reports.
Internally we have:
- Account manager – coordinates with the client and gets their approval for the reports and costs
- Finance – who invoices the client for the reports
- Administrator – operator who pulls all of the reports
Multiple people have different roles and responsibilities; however, getting the reports to the client was lost and the client started following up with Finance (who emailed them the invoice).
Rather than trying to solve the problem on her own, Finance reviewed the accountability chart and sent the request to the account manager (the person responsible for the client).
Map out your plan and know everyone’s role in the overall mission
While each business should have its own planning process and accountability chart as to who does what, it should be standardized so that other departments within the company understand everyone’s role and there is no confusion.
In implementing an accountability chart and plan, every leaders checklist should include the following:
- Understand the company’s overall mission and goals
- Identify the resources and time available to accomplish those goals
- Empower key leaders within the team to take action on their own objectives
- Plan for implementation time, error, and distractions or other things not going according to plan along the way
- Continually check and change the chart as needed
- Bring in additional resources if key personnel get overwhelmed
- Debrief with teams and ensure they have ownership over each activity and it is an appropriate task for them