Agency Efficiency and ROI Planning Workbook

What you’ll take away

1. 01

   Define the activity and the measurement

   Choose one activity with a clear start and finish. Broad estimates such as time spent on administration are difficult to verify. A useful baseline separates active work, waiting, repeat handling and the exceptions that change the effort required.

2. 02

   Write the inputs with their units

   Fill in your own values and cite their source. All example amounts below are hypothetical CAD planning inputs, not market benchmarks, supplier prices or expected savings. Keep monthly volumes, per-unit minutes and hourly costs in consistent units.

3. 03

   Work through one hypothetical model

   Use the example only to check the arithmetic. It assumes the same monthly volume and scope before and after the change. Replace every input with your evidence, and do not interpret a calculated capacity value as guaranteed financial benefit.

4. 04

   Challenge the model before sharing it

   A useful model survives questions about its inputs and boundaries. Review the items below with someone who performs the work and someone who owns the budget. Record the evidence needed to move an assumption into a validated input.

5. 05

   Measure a pilot and update the decision

   Use a small pilot to test the assumptions with the greatest influence on your decision. Keep the activity definition unchanged and measure exceptions as well as ordinary cases. Review the results with operations and finance before expanding the change.

Agency owners, operations managers and finance teams evaluating workflow changes. English and French editions are available.