Meeting Title: BF Operation Review (End of 2-week) Date: 2025-12-19 Meeting participants: Elizah Joy, Rico Rejoso, Uttam Kumaran
WEBVTT
1 00:00:27.210 ⇒ 00:00:28.449 Rico Rejoso: Hey, Eliza.
2 00:00:28.920 ⇒ 00:00:29.840 Elizah Joy: Can you hear me?
3 00:00:30.240 ⇒ 00:00:30.900 Rico Rejoso: Yep.
4 00:00:31.250 ⇒ 00:00:32.580 Elizah Joy: How are you?
5 00:00:32.580 ⇒ 00:00:33.790 Rico Rejoso: Good. How are you?
6 00:00:34.110 ⇒ 00:00:35.410 Elizah Joy: I’m good.
7 00:00:37.440 ⇒ 00:00:41.319 Rico Rejoso: Okay, let’s just wait for, with them. Universe.
8 00:00:42.410 ⇒ 00:00:50.649 Elizah Joy: Yeah, a little bit, but I think I can manage. While waiting for Utam, is it okay if we…
9 00:00:50.660 ⇒ 00:01:03.340 Elizah Joy: So I do have this task for the amendment of the contracts. Sure. And I don’t see that. Can you just explain quickly the process that we have for that, so that I can close that off on my list?
10 00:01:03.540 ⇒ 00:01:04.900 Rico Rejoso: Yeah.
11 00:01:05.600 ⇒ 00:01:06.230 Elizah Joy: Is it clear?
12 00:01:06.960 ⇒ 00:01:08.310 Elizah Joy: Okay, go ahead.
13 00:01:08.310 ⇒ 00:01:13.599 Rico Rejoso: I’m just gonna walk you through, if that’s fine. It’s just… we have,
14 00:01:13.840 ⇒ 00:01:16.929 Rico Rejoso: I don’t believe I shared the drive yet to you.
15 00:01:16.930 ⇒ 00:01:17.970 Elizah Joy: Yeah.
16 00:01:17.970 ⇒ 00:01:23.039 Rico Rejoso: We have the drive for all the contracts and templates, so basically, as what the SOP…
17 00:01:23.160 ⇒ 00:01:29.669 Rico Rejoso: States, you just pick out the contract depending on what the state, what an employee or the client
18 00:01:29.840 ⇒ 00:01:36.280 Rico Rejoso: As currently, if they’re for renewal, if they’re new team members or new clients, we just pick out a template from it.
19 00:01:36.280 ⇒ 00:01:53.140 Rico Rejoso: And everything’s highlighted there, you just have to put in the information. Basically, those information would be given by UTAM, or would be on the SOW, presented by sales. So you just have to pick out this information, put it on the contract. Once the contract is good on your end, you send it out.
20 00:01:53.190 ⇒ 00:01:57.350 Rico Rejoso: to the legal channel for Holly and Utam’s review.
21 00:01:57.450 ⇒ 00:02:06.529 Rico Rejoso: or possibly Robert, if Robert is the one asking for the contract, send it to them for review, get their feedback, if everything’s good for them and Holly.
22 00:02:06.890 ⇒ 00:02:12.389 Rico Rejoso: We just basically put it on document, so… so you’re not invited on that tool yet, as well.
23 00:02:12.830 ⇒ 00:02:18.860 Rico Rejoso: And from then, yeah, we just send it out. It’s just basically the same as if you use DocuSign.
24 00:02:19.790 ⇒ 00:02:22.619 Rico Rejoso: Yeah, it’s the same thing, so, you know,
25 00:02:23.700 ⇒ 00:02:31.180 Rico Rejoso: All information will be given to you, or would be provided on the SOW. If it’s client or team members, it’d be provided by Utah, or Robert.
26 00:02:31.400 ⇒ 00:02:32.450 Elizah Joy: Okay.
27 00:02:32.450 ⇒ 00:02:42.599 Rico Rejoso: And you just have to confirm it to them. It’s just basically putting all the information in just the template, or creating a copy of it under the client folder, and putting all the information on that
28 00:02:42.730 ⇒ 00:02:43.470 Rico Rejoso: fun.
29 00:02:43.840 ⇒ 00:02:49.719 Elizah Joy: Alright, I, got it. I’ll create on SOP for that. I don’t think we have that yet.
30 00:02:49.720 ⇒ 00:02:52.720 Rico Rejoso: we have on the… the one I shared you.
31 00:02:52.940 ⇒ 00:03:01.889 Rico Rejoso: It’s just… it’s the step-by-step on how you create a contract. I can walk you through it after this meeting. I probably had the time today to do it, though.
32 00:03:02.520 ⇒ 00:03:04.860 Elizah Joy: Okay, that’s fine.
33 00:03:05.280 ⇒ 00:03:06.999 Elizah Joy: Hi, Utam, how are you?
34 00:03:07.000 ⇒ 00:03:08.440 Uttam Kumaran: How are you? Good.
35 00:03:09.020 ⇒ 00:03:10.120 Uttam Kumaran: How’s everything?
36 00:03:11.910 ⇒ 00:03:13.140 Elizah Joy: So fun.
37 00:03:15.840 ⇒ 00:03:17.080 Uttam Kumaran: Nice.
38 00:03:18.080 ⇒ 00:03:20.609 Uttam Kumaran: Yeah, go ahead, please.
39 00:03:20.830 ⇒ 00:03:24.150 Rico Rejoso: Yes, maybe we can have Eliza drive this meeting in.
40 00:03:24.150 ⇒ 00:03:24.500 Uttam Kumaran: That’s fair.
41 00:03:24.500 ⇒ 00:03:26.579 Rico Rejoso: representation by Eliza as well.
42 00:03:28.130 ⇒ 00:03:30.829 Elizah Joy: Alright, I’ll share my screen.
43 00:03:30.920 ⇒ 00:03:31.870 Rico Rejoso: Go ahead.
44 00:03:35.400 ⇒ 00:03:51.570 Elizah Joy: Okay, so, this meeting will just be a quick update for the two weeks that had happened, the progress that we’ve made for the past two weeks in ops, and all the, lists that I had, the two-week plan that I had.
45 00:03:51.740 ⇒ 00:03:56.210 Elizah Joy: Yeah, just feel free to let me know if you have any questions on that.
46 00:03:56.410 ⇒ 00:04:13.320 Elizah Joy: But yeah, for this one, I think we only have 30 minutes, right? So, we’ll just go through the current state of the operations, what I learned so far, with the offside of the business, the two-week progress that I’ve made, and the limitations on that.
47 00:04:13.320 ⇒ 00:04:20.009 Elizah Joy: Recommendations moving forward, and then the 30, 60, 90-day plan just for ops, and then…
48 00:04:20.010 ⇒ 00:04:21.880 Elizah Joy: The next steps after that…
49 00:04:23.090 ⇒ 00:04:33.929 Elizah Joy: Okay, so from my two weeks here, what I’ve observed with the current state of the operations here is that, we’re, the company
50 00:04:34.030 ⇒ 00:04:47.550 Elizah Joy: scales rapidly, so especially, we’ve brought in multiple clients over the past few months, right? So rapid scaling has led to fragmented systems and duplicated workflows on the backend of
51 00:04:47.760 ⇒ 00:04:55.149 Elizah Joy: Operations. So, also, there are multiple ownership gaps between, for example.
52 00:04:55.320 ⇒ 00:05:10.640 Elizah Joy: me, part-time ops, PMO, and then executive layers, and then knowledge is spread across Slack, Notion, Linear, and then there’s a few undocumented SOPs still, and policies that, yes, yet
53 00:05:10.640 ⇒ 00:05:18.499 Elizah Joy: to be created, which is normal, especially, now that we’re scaling rapidly. And then, with…
54 00:05:18.610 ⇒ 00:05:34.769 Elizah Joy: one of the things I’ve noticed most is that with operations, right, so, our execution is mostly reactive in nature, so, at the moment, I think ops is mostly admin support, so not yet, strategic partner of
55 00:05:34.790 ⇒ 00:05:48.449 Elizah Joy: reinforced, which is understandable, right, because we don’t have… we’re only, team members in the ops department are very limited, so at the moment, it’s just you and Utam, right? Rika and Utam, right, so…
56 00:05:48.650 ⇒ 00:05:50.290 Elizah Joy: Yep, just that.
57 00:05:51.420 ⇒ 00:05:56.689 Elizah Joy: Okay, so for my two weeks progress for the recruitment, let me just…
58 00:05:57.220 ⇒ 00:05:59.130 Elizah Joy: I think I can zoom this in.
59 00:06:00.900 ⇒ 00:06:09.600 Elizah Joy: Okay, let me just walk you through the workflow that I’ve, did. This is still under view of… review, of course, Udam, if
60 00:06:09.600 ⇒ 00:06:21.570 Elizah Joy: we want to change something or update, but based on my discussion with Rico, we have, at the moment, we have two channels. We’re in our,
61 00:06:22.170 ⇒ 00:06:29.539 Elizah Joy: Recruits are coming from, so inbound lead, and then outbound lead, so we, from that, we have the job ads.
62 00:06:29.700 ⇒ 00:06:35.000 Elizah Joy: The one that we have on the website, and then direct outreach, and then referrals, and…
63 00:06:35.440 ⇒ 00:06:41.740 Elizah Joy: The current process that we do is not… can I say, it’s still…
64 00:06:42.740 ⇒ 00:07:01.569 Elizah Joy: it’s not basically a process that we do, so there are too many ways that we do it, especially if we have referrals, right? So they… sometimes they don’t go through the first interview or second interview, they go directly to the call with you. So yeah, that’s… so now we have to process for that, so…
65 00:07:01.850 ⇒ 00:07:06.800 Elizah Joy: Basically, what will happen is… Patience.
66 00:07:07.880 ⇒ 00:07:14.260 Elizah Joy: So for the, there’ll be a centralized form for all the recruits that we’re getting.
67 00:07:14.350 ⇒ 00:07:19.929 Elizah Joy: So, from that, whether they’re, an inbound or an outbound, so…
68 00:07:19.970 ⇒ 00:07:36.160 Elizah Joy: So that we have them in our database, right? So, after that, the… mostly… most of these would be handled… initial phase of stage one would be handled by the ops team. So, screening of the Loom video, if we have that. So, and also, this’ll be based on different,
69 00:07:37.300 ⇒ 00:07:55.840 Elizah Joy: positions that we’re, hiring for, and then first interview, I believe Recall currently does that, so, it’ll be… still be handled by the ops team, and then stage two would be the second interview, wherein, department managers, handles the interview for that.
70 00:07:55.940 ⇒ 00:08:10.359 Elizah Joy: And then final interview, of course, would be you, and then from there, it’ll be, the job offer, or the negotiation, and then we proceed with the contract and onboarding of that new term.
71 00:08:10.940 ⇒ 00:08:13.550 Elizah Joy: Any chance?
72 00:08:15.280 ⇒ 00:08:17.999 Elizah Joy: So what’s gonna happen is…
73 00:08:18.190 ⇒ 00:08:26.210 Elizah Joy: will require Notion intake for all the candidates, so that we have that in our database, so that’s also important.
74 00:08:26.210 ⇒ 00:08:42.950 Elizah Joy: when we decide to hire them, so that they also… all their information that we need would be in our team database. So basically, our goal for the first interview and then the second interview before they go through the final interview with you, is that we have all the necessary
75 00:08:43.130 ⇒ 00:08:51.829 Elizah Joy: information, and we’ve screened them thoroughly before, they go through the final interview with you, so that’s the goal for that, especially if they’re
76 00:08:52.860 ⇒ 00:09:06.540 Elizah Joy: an inbound lead, or they’ve come from the job posts that we did. But for referral, we go, it still goes directly to you, because, you know, they’re referrals. But yeah,
77 00:09:06.660 ⇒ 00:09:16.440 Elizah Joy: what’s new, again, is that we’ll have centralized tracking, so that when we have in Notion, I believe Rico has started, doing the forms for each
78 00:09:16.980 ⇒ 00:09:25.120 Elizah Joy: Based on the previous discussion that we had, is that we’ll have separate forms, or application forms, for each
79 00:09:25.290 ⇒ 00:09:28.040 Elizah Joy: Position that we’re hiring for, so that…
80 00:09:28.090 ⇒ 00:09:39.019 Elizah Joy: It’s also organizing at the moment with the, as you can see here, with the current database that we have, it’s a bit cluttered.
81 00:09:39.020 ⇒ 00:09:56.870 Elizah Joy: And there’s no, sometimes it’s hard to keep track, especially, next year when we start the, recruitment campaign. So it’s gonna be more cluttered. So as much as possible, as early as now, we wanna, keep that database, the recruitment database that we have, organized.
82 00:09:57.180 ⇒ 00:10:10.359 Elizah Joy: So that we’re ready and prepared for the next recruitment campaign. And then we’ll have scorecards for each role, so this will be determined by the department managers still, but yeah, standard scorecards for each role.
83 00:10:11.070 ⇒ 00:10:29.360 Elizah Joy: then a patented Notion Recruitment Hub, and then centralized templates for the notes that we do. I believe if it’s Amber that, mentioned this, so yeah, templates for that, so that, the screening process for all the recruits that we have, they’re all, especially in the
84 00:10:29.410 ⇒ 00:10:36.330 Elizah Joy: First interview and the second interview, there… we have this standard for, those calls.
85 00:10:36.420 ⇒ 00:10:43.920 Elizah Joy: Basically, and then, in Notion, in our database, this one’s, once we’ve got this
86 00:10:44.100 ⇒ 00:10:48.820 Elizah Joy: It’s gonna be automated based on the owners for each
87 00:10:49.970 ⇒ 00:11:04.950 Elizah Joy: applicant, basically, for… for example, for the first interview, it’ll be tagged on the ops team, so it’s whether it’s Sirika or I, depending on that, or… and then second interview would be… it’ll be tagged to the…
88 00:11:05.090 ⇒ 00:11:07.370 Uttam Kumaran: Department manager, and then…
89 00:11:07.370 ⇒ 00:11:26.739 Elizah Joy: final interview would be yours, so that’ll be automated in Notion, based on each pipeline, or the stat, the stage in the pipeline wherein that recruit is currently on. And then we also have, any, sorry, not any, but referrals policy that we’ll be doing, because we find that,
90 00:11:27.710 ⇒ 00:11:46.800 Elizah Joy: Recently, we’ve been getting a lot of… like, not a lot, but a couple of referrals that we do, wherein we don’t do the first or second interview anymore. So, yeah, there’s, we have a new policy for that, or we’ll be doing a policy on that, so that’s basically this pipeline that we have.
91 00:11:46.870 ⇒ 00:11:48.050 Elizah Joy: in here.
92 00:11:50.000 ⇒ 00:11:50.730 Uttam Kumaran: Okay.
93 00:11:51.920 ⇒ 00:12:07.689 Elizah Joy: Just let me know if you have any questions, okay? And then, with the time tracking, accountability, what’s new here is that we’re gonna have this weekly compliance report. So this one, I’ve created this one in Google Sheets.
94 00:12:08.520 ⇒ 00:12:30.850 Elizah Joy: The weekly compliance report, so this will be automated in Zapier. At the moment, my access to Slack is limited, so that’s why it’s not set up yet. But ideally, this will be automated from Clockify. The data will, from Zapier, it’ll get the data from Clockify, put this into, the timesheet compliance report that we have.
95 00:12:31.080 ⇒ 00:12:37.899 Elizah Joy: And then it’ll be, put accordingly based to the current week that we’re on, so basically every Friday.
96 00:12:38.150 ⇒ 00:12:40.380 Elizah Joy: And then… oh, sorry.
97 00:12:40.850 ⇒ 00:12:50.749 Elizah Joy: every Friday, and then the automation or logic in here would be, depending on the hours that this, that certain, team member has,
98 00:12:50.750 ⇒ 00:13:01.310 Elizah Joy: the logic here is if it’s below 10% of the hours that they’ve put in on the actual hours in Clockify, it’ll, flag that as
99 00:13:01.340 ⇒ 00:13:10.050 Elizah Joy: they’ve not filled in their time yet in Clockify, and then from Google Sheet, it will
100 00:13:10.530 ⇒ 00:13:13.809 Elizah Joy: Create a report, or send a note,
101 00:13:14.040 ⇒ 00:13:28.079 Elizah Joy: Slack message or a Slack bot in the Slack… in our Slack channel, so it’ll be more on metrics, but, we do… I do have that in the, Notion that we’ve created, so it’ll create, send that
102 00:13:28.210 ⇒ 00:13:34.580 Elizah Joy: Numbers or compliance report, so it’s gonna be a percentage, so whether,
103 00:13:36.030 ⇒ 00:13:40.870 Elizah Joy: 81% of our team, have only filled in their
104 00:13:41.220 ⇒ 00:13:54.330 Elizah Joy: time in Clockify, so that’ll be sent through Slack, so for everyone to see. We’re not gonna send them any… everything from here would be… still be automated, and we’ll still do the daily
105 00:13:54.350 ⇒ 00:14:01.479 Elizah Joy: Messages that we do, we just have a few refinements on the messages, or the messaging that we send out to them.
106 00:14:01.550 ⇒ 00:14:12.190 Elizah Joy: We’re gonna reframe that, and then, still, we’ve… we’ve had the escalation policy now. If they haven’t filled in their hours.
107 00:14:12.550 ⇒ 00:14:18.950 Elizah Joy: for a specific number of weeks already. And then, just a few on that…
108 00:14:20.320 ⇒ 00:14:31.190 Elizah Joy: And then Friday demos and retros. From this, we’ll have, from what I understood, is most of the problem that we have in here would be just the
109 00:14:31.190 ⇒ 00:14:43.390 Elizah Joy: speaker notes, and then the creating the slide deck from the past, Friday demos and retros that I’ve had. So, I think the slide was created
110 00:14:43.670 ⇒ 00:14:46.360 Elizah Joy: Or even finished at the, like.
111 00:14:46.820 ⇒ 00:14:49.560 Elizah Joy: An hour before the meeting, so…
112 00:14:49.790 ⇒ 00:14:59.389 Elizah Joy: We’re trying to reduce that in the future so that we can also review the slides, right? So, in Notion, what will happen is we’ll have a centralized database for that.
113 00:14:59.460 ⇒ 00:15:15.310 Elizah Joy: It’s not this one yet, it’s just a guide on how we’ll set that up, but basically, it’s like a database for all the Friday demos and retros that we have, and in that, there’ll be a property for the speaker notes, and then we’ll also be linking the deck that we’ve used
114 00:15:15.420 ⇒ 00:15:23.670 Elizah Joy: For that week, and then… Yep, so that we also have that reference in Notion.
115 00:15:24.450 ⇒ 00:15:25.240 Uttam Kumaran: Okay.
116 00:15:25.980 ⇒ 00:15:36.470 Elizah Joy: And then a few additional updates. So this one, we did not, based on my conversation with Rico, we did not do much,
117 00:15:36.570 ⇒ 00:15:51.870 Elizah Joy: changes in the current process that we have in here, especially with the team onboarding, the Donut app engagement, and then the operating app. So let me walk you through that very quickly. So for the team onboarding, based on my experience with the onboarding.
118 00:15:51.890 ⇒ 00:16:10.900 Elizah Joy: So far, I think the onboarding process that we have is good. Marika did a good job on, you know, doing also the orientation at the first day of when I started here, and that’s… I believe that’s also what we’re doing with the other team members that we have, new team members that we have, right?
119 00:16:10.900 ⇒ 00:16:21.289 Elizah Joy: But then, with the issues or challenges that we have, especially with the time tracking accountability, right? So another… I’m just going to be adding an additional step in there.
120 00:16:21.580 ⇒ 00:16:25.090 Elizah Joy: Yeah, to set expectations, because…
121 00:16:25.390 ⇒ 00:16:31.360 Elizah Joy: With, for example, with the time tracking accountability, challenges that we’ve had.
122 00:16:31.670 ⇒ 00:16:35.300 Elizah Joy: It’ll be a challenge, especially in the…
123 00:16:35.500 ⇒ 00:16:43.010 Elizah Joy: Beginning phase of implementing these changes with the time tracking accountability, and having people
124 00:16:43.270 ⇒ 00:16:57.770 Elizah Joy: put in their week… I’m sorry, their hours by the end of their workday, or end of week every Friday, but moving forward with the new team members that we get, it’ll be good if we already set those expectations from them.
125 00:16:58.010 ⇒ 00:17:16.970 Elizah Joy: I mean, for them, that we do want them, ideally, to fill out those hours and other expectations that we want them to have, like, the, maybe even the daily Slack, stand-up that we want to do for them, right? So that we’re also in the loop, especially in a sync, setup.
126 00:17:17.390 ⇒ 00:17:30.819 Elizah Joy: For the company. And then, just as a recommendation, maybe the team handbook, I believe Rico has already, has this already for review, but maybe we can do that for the team handbook.
127 00:17:31.200 ⇒ 00:17:39.359 Elizah Joy: And then, yeah, I think it’ll also accompany the, onboarding call that we have, so that they have that in.
128 00:17:39.470 ⇒ 00:17:42.739 Elizah Joy: You know, they can go back to the handbook.
129 00:17:43.420 ⇒ 00:17:58.729 Elizah Joy: whenever they want to, and then… this is being implemented at the moment, but, with other team members that we have. But yeah, adding a 1-week and 2-week and 30, 60, 90-day check-in with that new team member to make sure that
130 00:17:58.910 ⇒ 00:18:02.449 Elizah Joy: They’re on track with what
131 00:18:02.910 ⇒ 00:18:11.000 Elizah Joy: With the goals of the business, with the responsibilities of their roles, or if they’re even having challenges for…
132 00:18:11.410 ⇒ 00:18:25.529 Elizah Joy: In their role or in their work. So yeah, I think that’ll be very helpful. And then some few donut app engagement recommendations. I did not… a limitation for… from me here is that I did not
133 00:18:25.780 ⇒ 00:18:34.750 Elizah Joy: have access to the Donut app. I just based this from the stats that Lauren has sent over. So, at the moment,
134 00:18:36.090 ⇒ 00:18:53.080 Elizah Joy: there’s only 20% of our team members doing the, Donut app engagement that we want them to do, right? So, having this, it’s the same with the team time tracking accountability. So, we’ll be doing…
135 00:18:53.180 ⇒ 00:19:00.880 Elizah Joy: compliance reporting from this, but yeah, just for documentation, right? So we don’t want to make them feel like
136 00:19:01.430 ⇒ 00:19:07.039 Elizah Joy: We’re being too strict with them on this, because it might remove that.
137 00:19:07.670 ⇒ 00:19:13.990 Elizah Joy: fun when they, go in that, or when they… Talk with that.
138 00:19:14.160 ⇒ 00:19:21.690 Elizah Joy: person that they’re paired with during the engagement in here. But yeah, just for our reference, if the strategy or
139 00:19:21.690 ⇒ 00:19:38.140 Elizah Joy: the… these recommendations are working well, or being implemented with… especially with our team members, right? So, the… another is with the, donut intro survey, so that’ll… I think that needs to be updated, and then automated calendar scheduling for participants, so I think
140 00:19:38.830 ⇒ 00:19:47.580 Elizah Joy: With the stats that we’ve had before, I mean, sorry, that Lauren sent over, there are a few people who did not show up for
141 00:19:47.930 ⇒ 00:19:58.730 Elizah Joy: that date that they are supposed to have that, Donut app call with the paired person there, or their partner. So, yeah, I think that one…
142 00:19:59.130 ⇒ 00:20:19.009 Elizah Joy: we should automate that in Google, or maybe one of them, one of the partners could set that up so that they don’t forget. And then, so on the operating app organization, we did not do much in here because, Rika mentioned that he’s just, cleaned that up, and then
143 00:20:19.280 ⇒ 00:20:20.899 Elizah Joy: From that,
144 00:20:21.160 ⇒ 00:20:31.170 Elizah Joy: from that, we’ll just be doing a monthly cleanup process, so we’ve set up an SOP for that already, so it’ll be done every month, just to make, so that we’re sure that operating
145 00:20:31.570 ⇒ 00:20:38.239 Elizah Joy: still organized and not cluttered. And then, this will also…
146 00:20:38.420 ⇒ 00:20:50.070 Elizah Joy: help with the time of visibility process that we have, right? And it ties in with the, the SOP that we have. So, out-of-office coverage for
147 00:20:50.380 ⇒ 00:20:52.030 Elizah Joy: People to see…
148 00:20:53.250 ⇒ 00:21:02.740 Elizah Joy: who is out of office during that day and that week, and then… so, we can also plan ahead for the coverage of who’s gonna do what.
149 00:21:03.200 ⇒ 00:21:10.409 Elizah Joy: During that out-of-office hour, so that specific team member. Just, yeah, this is just a few of the systems that
150 00:21:10.460 ⇒ 00:21:27.660 Elizah Joy: was created over the past two weeks. So, delivery playbooks, SOPs, my goal is to finish this today. I’m about, I’m about to finish that. And then, after that, I think it should be reviewed, and maybe our, the SMEs that we’ve put in there.
151 00:21:27.820 ⇒ 00:21:31.360 Elizah Joy: is to make sure that the SOPs in there are…
152 00:21:32.870 ⇒ 00:21:39.009 Elizah Joy: the correct process that they’re currently doing for that specific, playbook or SOP.
153 00:21:39.920 ⇒ 00:21:42.090 Elizah Joy: And then, limitations, yeah.
154 00:21:42.590 ⇒ 00:21:52.059 Elizah Joy: I don’t have access to other tools that we use, yeah, because this is still a two-week trial, right? So, and also, I find that
155 00:21:52.800 ⇒ 00:21:59.999 Elizah Joy: Oh… with the ops, I did not find much KPIs or data that we can use.
156 00:22:00.250 ⇒ 00:22:19.489 Elizah Joy: In the upside of the business, so maybe moving forward, we can start implementing that, so getting data from the things that we’re doing, especially in the operations side of the business, just to see if the things that we’re doing are working or they’re not working, so that we can also, adapt quick.
157 00:22:19.670 ⇒ 00:22:23.429 Elizah Joy: For… with the systems and processes that we do for the business.
158 00:22:25.520 ⇒ 00:22:26.250 Uttam Kumaran: Okay.
159 00:22:26.880 ⇒ 00:22:35.379 Elizah Joy: And then just a quick overview of the 30, 60-, 90-day plan. So, first 30 days, some of these are already, being done.
160 00:22:35.700 ⇒ 00:22:45.520 Elizah Joy: not implemented yet, because as I mentioned earlier, I don’t have yet the access to some of the tools that we have. But yeah, the SOPs and the…
161 00:22:46.150 ⇒ 00:22:58.089 Elizah Joy: processes for this have been, they’re… they’ve been… they’re in motion. So yeah, the first 30 days would be to stabilize the foundations that we have for the
162 00:22:58.640 ⇒ 00:23:01.869 Elizah Joy: Operations side of the business, and then…
163 00:23:02.490 ⇒ 00:23:18.150 Elizah Joy: The goal for that is for us to establish clarity and reduce operational noise, and maybe fix the gaps that we currently do, across the core systems that we have in the business. And then 60 days would be
164 00:23:18.370 ⇒ 00:23:28.919 Elizah Joy: for us to automate as much as possible that we currently do in the operations side of the business. One thing that Rodrigo has mentioned to me was the…
165 00:23:29.310 ⇒ 00:23:38.739 Elizah Joy: Action items that we have for the daily stand-up calls in the platform app, so that one is, we’re still developing…
166 00:23:39.060 ⇒ 00:23:48.879 Elizah Joy: a process for that, and how we can automate creating those linear tickets from the calls that we do. So maybe, 60 days, we can automate that.
167 00:23:49.120 ⇒ 00:23:51.050 Elizah Joy: Or maybe even earlier.
168 00:23:51.260 ⇒ 00:24:00.980 Elizah Joy: Then 90 days would be for us to, make ops, like an engine for growth, so by that time, it’s
169 00:24:01.170 ⇒ 00:24:10.030 Elizah Joy: We’ve already organized everything that we have to organize, especially in the operations side of the business, and it’s more on…
170 00:24:10.730 ⇒ 00:24:12.700 Elizah Joy: how can I say… more on…
171 00:24:14.250 ⇒ 00:24:21.359 Elizah Joy: Refining the current systems that we have, and how we can make it more efficient, how we can do it more…
172 00:24:21.550 ⇒ 00:24:34.719 Elizah Joy: effectively that would support the AORs and the OKRs, that we have for the business, which, Rico has, shared with me during my first day here at Rain Forge.
173 00:24:35.640 ⇒ 00:24:36.370 Uttam Kumaran: Okay.
174 00:24:36.540 ⇒ 00:24:53.210 Elizah Joy: And then, I think this is my last slide. So yeah, I think moving forward, so a lot of these would be for the ops team to be leading by example for the team, right? So, with that said, for example, with…
175 00:24:53.540 ⇒ 00:24:55.140 Elizah Joy: the…
176 00:24:55.500 ⇒ 00:25:07.069 Elizah Joy: maybe for the time tracking accountability that we do, right? So, the ops team would be leading that, especially if we find that these SOPs that we do
177 00:25:07.480 ⇒ 00:25:13.619 Elizah Joy: Our team members are maybe not following them yet, so it… yeah, it’s up to the ops team to…
178 00:25:14.040 ⇒ 00:25:21.200 Elizah Joy: Do… Take ownership and lead to team up.
179 00:25:22.200 ⇒ 00:25:25.940 Elizah Joy: To make sure that it’s being,
180 00:25:26.270 ⇒ 00:25:41.850 Elizah Joy: done by the team members as well. So with that, so yeah, elevate operations from the being the doers to the designers and the enablers of the process. So this ties in with what you mentioned yesterday, Utam, in Slack. So…
181 00:25:42.190 ⇒ 00:25:49.910 Elizah Joy: Making sure that… Not making sure, but yeah, leading by example for the team members, because if there’s… they see us doing it.
182 00:25:50.090 ⇒ 00:25:54.189 Elizah Joy: They’ll do it, because, you know, but if they don’t see a…
183 00:25:54.490 ⇒ 00:26:06.369 Elizah Joy: us doing the SOPs that we’ve created, or even the policies that we have. Of course, they won’t do it, because even the leaders are not doing that, right? So, I think that’s a huge part on that.
184 00:26:06.430 ⇒ 00:26:19.169 Elizah Joy: And then KPIs for the ops department, so we, as I mentioned, so we know what’s working and not working, and formalizing ownership for, core systems, especially now that we have
185 00:26:19.170 ⇒ 00:26:29.810 Elizah Joy: you know, multiple people in the opposite department, so taking ownership of who does, Clockify, Notion, who’s in charge of operating Linear and Donut.
186 00:26:29.810 ⇒ 00:26:34.639 Elizah Joy: So, maybe Lauren takes ownership still of Donut, right? So…
187 00:26:34.670 ⇒ 00:26:48.950 Elizah Joy: That’s that, and then round-ups, like a product team, tickets, SLAs, ownership, feedback loops. So that ties in with the formalizing ownership, of course, systems, so maybe, next on that would be…
188 00:26:48.990 ⇒ 00:26:58.579 Elizah Joy: if we go beyond this two-week trial, right? So, me taking more responsibilities and ownership, so beyond this two-week trial, with that said,
189 00:26:58.830 ⇒ 00:27:03.429 Elizah Joy: Ruriko to handle tasks that I can own and help him, so that
190 00:27:03.990 ⇒ 00:27:23.710 Elizah Joy: he does not have a lot of things on his plate as well, so I mentioned this to him a few weeks, not a few weeks, but a few days ago, right? So I think on my end, I do learn best when I’m doing. I can read all the, SOPs that we have here. For me, the best way for me to learn
191 00:27:23.710 ⇒ 00:27:28.770 Elizah Joy: is, of course, by doing, and I think it’s the same with,
192 00:27:28.770 ⇒ 00:27:42.279 Elizah Joy: other people. And then, of course, for you, is to… because you’re… I think you’re still stuck in the, the today ops of the business, right? So maybe you can take a look of the tasks that you have on your list that
193 00:27:42.280 ⇒ 00:27:57.269 Elizah Joy: CEO should not be doing, especially when it comes to the operations of the business, or once you’re comfortable with delegating that, of course. So, you can focus more on high-level tasks, or CEO tasks, and not stuck in the
194 00:27:57.330 ⇒ 00:28:00.150 Elizah Joy: Day-to-day needs of the business.
195 00:28:01.650 ⇒ 00:28:12.760 Uttam Kumaran: Okay, okay, perfect. I do have to jump to the next meeting, but I do want to take some time later today to chat about the next phase. Are you free in, like, you free in, like, an hour?
196 00:28:12.950 ⇒ 00:28:14.370 Elizah Joy: Yep, yep, I am…
197 00:28:14.370 ⇒ 00:28:19.059 Uttam Kumaran: Okay, do you mind… do you mind just sending… I would love… I have a bunch of questions, I just don’t wanna…
198 00:28:19.180 ⇒ 00:28:30.640 Uttam Kumaran: go over time, because I have to go to a client meeting, but can we just do one quick follow-up right at the next hour? I have, like, a couple things of feedback and questions, so… Would love to just take a little bit more time.
199 00:28:31.130 ⇒ 00:28:32.440 Elizah Joy: Yeah, sure.
200 00:28:32.630 ⇒ 00:28:42.369 Uttam Kumaran: Okay, perfect. Thank you so much for preparing this. This is… this is, like, super, super great. I don’t wanna, like, I just have, like, a bunch of questions, we’re gonna run out of time, so I just want to grab another time.
201 00:28:42.780 ⇒ 00:28:44.230 Uttam Kumaran: Yep, that’s fine.
202 00:28:45.020 ⇒ 00:28:50.220 Uttam Kumaran: Okay, perfect. Yeah, if you can send an invite, I’ll be free right after the next hour, so perfect.
203 00:28:50.830 ⇒ 00:28:52.030 Elizah Joy: Alright, all set.
204 00:28:52.030 ⇒ 00:28:52.680 Uttam Kumaran: Okay.
205 00:28:52.900 ⇒ 00:28:54.049 Elizah Joy: Thank you so much!
206 00:28:54.050 ⇒ 00:28:55.750 Uttam Kumaran: Thank you, Bo. I’ll talk to you then.
207 00:28:56.290 ⇒ 00:28:57.170 Rico Rejoso: system.
208 00:28:57.560 ⇒ 00:28:58.220 Uttam Kumaran: Bye.