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CASE STUDIES

360° Technology Audit

Issue Presented:

The North San Diego Association of REALTORS® engaged BCC with this goal:

“NSDCAR desires an efficient technology component for the organization which will meet the organization’s needs today AND tomorrow.”

During our due diligence discussions with Dianne McMillian, NSDCAR CEO, we learned that over the last 12 – 15 years NSDCAR has added various technology components to the organization from membership system and various upgrades, an on-line REALTOR® store, association website, on-going addition of servers and desktops, remote service centers requiring technology links to the main office to the addition of broadband internet access, etc. With the ongoing evolution of technology triggering these changes, she questioned whether all of the various components of the technology solution were configured optimally for the organization. In addition, she questioned if NSDCAR was obtaining these services in the most cost effective and efficient manner possible. Is there a better way to do more with less to better meet the needs of the organization?

These are all excellent questions for the leader of any organization to ask periodically. While existing staff and service providers can and do provide an excellent service to the organization and its members, their day-to-day focus is typically on their specific areas of responsibility. A holistic approach from an outsider’s objective analysis and viewpoint can bring to the table ways to enhance the existing level of service.

NSDCAR engaged the services of BCC to provide that objective analysis for the organization thru a 360° Technology Assessment.

Analysis:

BCC began the work with Dianne and her staff by gathering data for preliminary analysis which was the basis for an on-site meeting at the NSDCAR office in Vista, CA. The information included everything from telecommunications, printer and equipment information, to breakdown of staff responsibilities and assignments.

The on-site research consisted of two days with a combination of meetings, from the entire staff, to a leadership team meeting. We followed with subsequent individual meetings with staff members to learn how they utilize the various technologies and how they, as users of the technologies, felt they could potentially be more efficient. We asked “what do you like?” and “what doesn’t really fit your needs?” Without exception, the staff was very forthcoming in providing relevant information to BCC for analysis. Ultimately BCC was looking for the “pain points” from the staff. That information will usually provide a very clear picture of what can be implemented to enhance the efficiency of the staff.

Outcome:

The final deliverable to NSDCAR was a complete report that encompassed ALL of the various technology components of their infrastructure including data backups, asset management, IT service and delivery, system monitoring, telecommunications, printing and publishing, bandwidth, exchange services, etc. In addition, entire system security and business continuity were addressed as well as the internal staff structure of the IT department. The report included assessments, observations, and recommendations. The final component was a 12-month plan of change which included cost saving measures that intended to ultimately fund increased and enhanced service to members with little or no incremental increase in cost.

Client Comments:

With apologies to the creators of "Ghost Busters" for the play on their words - Who are you going to call ... when you don't even know what it is that you don't know? I called Beverly Faull of Business Critical Consulting and it was one of the best business decisions I've made. I knew that our technology infrastructure wasn't what was needed to carry us forward in tomorrow's world, but I hadn't the slightest idea what was needed. Beverly and her crew not only identified our strengths and weaknesses, they created a full plan to provide the platform we would need to be viable player in our field - AND they are walking us through the implementation of the plan. That's service tailored to the customer's individual need! Thanks, Beverly!

— Dianne McMillian, CEO
North San Diego County Association of REALTORS

Planning Sessions

A REALTOR® organization with a separate subsidiary MLS organization came to BCC with this question: “Our organizations are separate, but so closely aligned, how do you suggest structuring a planning session to encompass both organizations”?

In today’s turbulent environment for REALTOR® Associations and MLSs, you might think that trying to plan “long-term” is impossible with the current business conditions. However, organizations that are not just observing and avoiding the constant change, but are “embracing” the ever-changing environment are the organizations that have a clear direction on how they are going to not only survive, but thrive today and in the future. Now is the PERFECT time to make long term plans for your organization.

BCC has experience in both subsidiary MLS organizations as well as regional MLS organizations and can provide industry leading planning services to your association and/or MLS, separately or as a cohesive unit. From Customer Surveys to Focus Groups to Leadership Retreats, we have the background to facilitate the broad and detailed discussions necessary to face the challenges of today and tomorrow. With expertise in leading local associations, local MLS, regional MLS and MLS vendor organizations, we have the knowledge and insight necessary to help your organization establish a plan for today and tomorrow.