THE 4 MOST OVERLOOKED AREAS OF DUE DILIGENCE
When building a robust capability model, here’s what to focus on within each of the four most overlooked areas. 1| HUMAN CAPITAL: Knowledge/Competency, Management, Key Personnel and Roles, Frontline Agents, Tenure, Attrition, Job Satisfaction Levels, Tribal Cliques/Relationships, Employee Motivation Levels, Glide Paths (past & future), Performance Levels, Non-Compete Contracts. 2| OPERATIONAL PROCESSES: Accounting, HR, Recruiting, Payroll, WFM, Quality, Training, Onboarding, Analytics, ORG Chart, Agents/Leadership, Sales, Marketing 3| TECHNOLOGY: IT Dept., Hardware, Tech Stack, Platform Compatibilities 4| COMPANY CULTURE: What's the culture? Will it mesh with your company? Does it need improving? Personalities? Will employees leave?
In addition, be on the lookout for the unspoken things that don't work or that people don't talk about. Have they been hacked? Are operational/improvement plans in play or are they just on paper? Legacy hardware/software? Process chokepoints? Unsafe or illegal practices? Environmental/building-related/tangible assets? Any hidden items that may benefit the buyer?
© 2022 Insite Managed Solutions, LLC. All Rights Reserved. Confidential and Proprietary Information of Insite Managed Solutions, LLC. 5
Powered by FlippingBook