No Client Left Behind - SCORE Cleveland

SCORE Mentor Mark Krosse

With the adoption of @scorevolunteer.org, we have begun exploiting Google tools for analytics of BIRT report information. We use them daily for chapter MRE operations, and monthly to guide chapter leadership in marketing initiatives

We trained our CAT team [client intake coordinators] on tool usage via ZOOM screen share meetings. 

Cleveland's MRE conversion and backlog management performance was bottom quartile 3Q19. We are now in the top decile nationally. We have improved 'traceability' on all client non-MRE requests. We have dramatically cut our Close-Out rate: "No Client Left Behind" 

Tools and analytics are the easy part. The most difficult part of process change management is fostering the necessary culture change amongst mentors.  To support buy-in, we surveyed our mentors using a Google Form to solicit preferences, suggestions, and feedback on proposed changes. Retraining mentors on existing CORE functions and on @svo capabilities has also been challenging. We anxiously await ENGAGE in 2021.

There is a bit of irony in "mentoring" our own chapter as a 'client.'  We are now eating our own home cooking. :)