Points of Interest

0:24 – 0:54 – Show Introduction & Guest Introduction: Marcel introduces Kristen Kelly, highlighting her expertise in operations and agency profitability management.
1:01 – 1:45 – The Three-Part Profitability Management System Overview: Kristen recaps the framework discussed in previous episodes: the right data, ensuring financial, delivery, and sales data are clean; the right framework, having clear metrics and understanding relationships; and the right process, implementing structured cadences for decision-making.
1:46 – 3:07 – Why Process is Often the Missing Piece in Profitability Management: Marcel explains that many agencies mistakenly view profitability management as an event rather than an ongoing process. He highlights common pitfalls, such as assuming data will always be clean or that a one-time setup will be sufficient.
4:59 – 7:46 – Data Hygiene: Managing Messy Data in Agencies: Kristen and Marcel dive into the first major component of process—data hygiene. They discuss common data inconsistencies, such as naming conventions, incorrect project tracking, and human input errors. Marcel emphasizes the importance of an ETL (Extract, Transform, Load) process to clean and normalize data.
10:03 – 13:26 – Managing Change in Agency Operations: Kristen and Marcel discuss the second key aspect of process: change management. Changes in sales strategies, CRM systems, or project management tools can disrupt data reporting. A structured process ensures smooth transitions and prevents disruptions in decision-making.
17:01 – 20:52 – Cadence: Aligning Stakeholders for Operational Success: Establishing consistent meeting cadences ensures alignment between sales, operations, and finance teams. The right frequency depends on agency size and project nature. Monthly executive meetings should focus on key business objectives and resourcing decisions. Regular check-ins help prevent last-minute hiring crises and pricing inefficiencies.
28:51 – 33:07 – How Operators Can Manage Up and Set Expectations: Operators should proactively align reporting with leadership goals. Stakeholder management is crucial—Ops leaders should ensure data supports executive decision-making without overwhelming them with details. Simplification and consistency are key to maintaining executive buy-in.
33:08 – 36:56 – Fighting Unnecessary Complexity in Reporting: Marcel shares a common mistake: leaders often want overly detailed reporting, which adds unnecessary complexity and friction. The key is balancing detail with usability to avoid overwhelming decision-makers. Simple, actionable reports are more effective than highly detailed but impractical ones.
36:57 – 40:26 – The Real Value of Efficient Reporting: Shorter, More Productive Meetings: The success of a reporting system is measured by how quickly teams can align and take action—not by how long they spend looking at data. The less time spent in meetings discussing reports, the more time can be spent executing on insights.
40:27 – 42:40 – Final Takeaways: How to Get Started with Process Implementation: Start by identifying the key business decisions that require data support. Work backward from business objectives to define the right data and process framework. Establish clear cadences and responsibilities for maintaining data hygiene and managing change. Prioritize alignment and simplicity over excessive detail.

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The Process Behind Process Management, With Kristen Kelly

The Agency Profit Podcast