 How We Work
In supporting business firms, Francisca Management Services typically takes on all the duties that are the remit of a Chief Operating Officer, or Administrator including finance & accounting, compliance, operations and personnel. Our team becomes an integral part of our clients’ businesses, handling everything from book-keeping to liaison with the Accountant; we also supervise and manage third parties such as IT professionals administrators, auditors and lawyers.
Usually we ourselves take on the Management Controlled Functions of Finance Director, Compliance Officer and Money Laundering Reporting Officer, as officers of our clients’ firms.
To facilitate governance, we also frequently serve as directors of the firm. We don’t offer a set menu of services from which clients can pick and choose: our relationship with our clients is comprehensive, responsive and close, and offers a powerful alternative to hiring a CEO or a Senior administrative staff. Continuous service improvementContinuous service improvement is achieved by being more interested in our customers’ business than in their IT. We are concerned with maximising the value IT creates rather than churning out products and services for the sake of it.
We developed an approach called Sense and Respond and initially applied it to our Service Desk where it turned traditional thinking on its head. Rather than trying to close calls as quickly as possible, our agents are encouraged to spend time assessing the impact problems have on the overall business. They then take personal responsibility for putting actions in place to prevent reoccurrence or to reduce impact. As a result one of our customers has seen its problem calls drop by 50%. Now Sense and Respond is adopted across other areas of our business. The effects have been various and far reaching but with a number of common strands:
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