Erin+Mitchell's+Page


 * Please overlook to formatting issues....copying back and forth from Word is causing issues but will be fixed on the final product =) **


 * Overview (background, history, goals, etc.) **

The name of my organization is SJS Title Solutions, LLC. This organization was founded by three young gentlemen after college. They had some experience in completing title searches in high school working for a family friend. A title search requires examiners to review the ownership of property to ensure its legitimacy to future or current owners. For example, if a previous owner of the property owes money to the government you as a current owner could lose that property even though the issue never pertained to you. A title search is done before buying property or refinancing to make sure this does not occur. Realizing that the company was poorly run and that they could do it more efficiently, they decided to branch out on their own.

As of now, the company is run by two of the three founding members. Being that this organization is based from a home office. On file, they have provided services for 67 clients, but within a month only services about 15 clients. Therefore the company needs to focus on growth.

Here is a background snapshot taken from their website ( [|www.sjstitle.com] ) about the founding of this company:

“SJS Title Solutions, LLC. is company that was created in 2005 in Snellville, Georgia. Prior to starting this business the two managing partners were in the title industry for more than 10 years. We are dedicated to our clients and will provide them with precise titles within a timely manner. SJS Title Solutions will change the way you look at a title abstracting company.”

The stated mission of the company was decided upon by the founding members. As with other companies, SJS Title has a mission statement it strongly believes in.

"SJS Title Solutions, LLC seeks to be the best title company in the state of Georgia as viewed by our customers, employees, and competition. SIS Title is a customer oriented and profit motivated title abstracting company that offers a quality product with excellent service and differentiates itself from its competitors as the best, not the biggest. We are a high energy company with the highest of expectations. We are dedicated to our clients and will provide them with precise titles within a timely manner. SJS Title Solutions will change the way you look at a title abstracting company."

This particular mission reflects the goals the organization wants to accomplish. They desire to be the premiere title search company in the metro Atlanta area. Therefore, guaranteeing a 24 to 48 hour turn-around on titles is appealing to clients. In addition, loyal clients as well as those who pay on time are offered a 10% discount on bi-weekly bills. Of course, double checking the accuracy of the titles is essential with a quick turn-around. With these methods in place, growth is also a goal of the organization. As mentioned, the company does work with 67 clients but there is always room for growth. The 67 clients are composed of real estate attorneys, national title companies, and mortgage brokers. They desire to hire title examiners so that the two remaining founders of the company can handle the administrative end only of the company. Therefore, networking and marketing is essential.


 * Description of the Problem (with HPT Project Goal) **

Without consistent growth, this company is only self-sustaining and not making profit to save. Without profit to save, invests for growth can not occur. For example, with profit money they could build a more efficient website. The website they have currently contains minimal information about the company and allows no capability for making the client/employer relationship better. The website needs to allow clients to be able to order titles online, check their status of completion, and even complete a pay process. This would allow the clients as well as the company owners to be on the same page when it comes to the orders rather than passing emails back and forth. In addition, lack of extra funds affects the company’s ability to market itself. Upon reviewing payments made, the company is surviving paycheck to paycheck based on what it receives from clients. This is not an efficient way to run a business.

Though the company has aspirations to meet its mission, the method to meet it is unclear. Some of the problems contributing to poor company performance include the following:
 * 1) There is no written plan in place detailing the future of the company, not even one to address the week to week dealings. This is one reason the company is only surviving and not thriving. Without a clear stated path detailing rhyme and reason, little can be accomplished and the company can very easily be dissolved.
 * 2) In addition, the dedication to the company between the partners seems one-sided; as if one person is truly running the company and the other acting as more of an employee.
 * 3) The relationship and duties should show equity. The lack of motivation from the one partner makes it difficult for the other to efficiently do their work. Clear descriptions of job expectations are necessary as well.
 * 4) The problem has developed from inexperience; the shear fact that it is a small business run by people who have little experience in the corporate world.
 * 5) The main problem I am concluding is the inability to grow a small business though
 * 6) Communication between the company and clients is mainly through email. It has been documented that sometimes email orders are sent to spam and not received.
 * 7) The company gets by from paycheck received to paycheck received. There is little accumulated wealth for investment or insurance for hard times.


 * The Performance Gap **

SJS Title desires to expand from 67 to 90 clients in the next business year, and then acquire five to ten clients a year.


 * Those Involved in Solving the Problem and Data Sources **

Two individuals for whom I will be in contact with for this project are Mr. Ryan Mitchell and Mr. Jeff Fleisher. Each typically complete title searches during the work day Monday through Friday. However, their schedule is flexible so interview times can easily be determined on a weekly basis. Because of my close relationship with the two founders, I am able to access to information readily; QuickBooks, marketing pamphlets and emails, gift basket orders, cold call scripts, as well as adding their company to Google ad words are all examples of information I can acquire.

They have also provided me access to their business accountant for discussions about budget. Learning about the businesses funds in more detail will give light to others needed. For example, speaking to a small business consultant might help address issues that I am blind to. They might also be able to provide suggestions for possible solutions to the survival issue of this company. Upon learning about funds available, discussions with a marketing consultant would make light of any advertising and networking the business can do to grow. In addition, speaking with a website developer would provide an idea of the cost of a more efficient website. Finding someone who could assist in the development of a business plan for the near and distant future of the company is essential. This would also necessitate sending a survey to clients about the efficiency of the company using SurveyMonkey to gather the data.


 * Cause Analysis Model **

The information I find most useful in planning an intervention are the goals for which the company was founded on. These goals, with a business that has been in existence for five years now, should have a higher clientele list. There is something going on in the planning for the future that is hitting a snag. It may be due to lack of equity built in the company or a loss of interest in the business overall. It would be beneficial to examine marketing techniques over the past five years and evaluate which ones have led to growth. Also access to the company’s bank statements would show whether or not lack of built up equity in the company has anything to do with the failure of growth.

** Potential Solutions to Address or Eliminate Causes **

a. create a business plan to navigate the direction the company is headed in the future b. create a website that allows for more efficient communication between clients and company c. heavy marketing to get the company’s name out d. convince that a sellout to a larger company is an option if funds will not allow for growth through investment in the near future e. propose seeking out investors willing to provide financial backing to small companies for growth f. a management team in place that takes time to develop itself professionally with classes and symposiums and have the desire to grow to its business to a larger capacity

** Proposed Interventions (top three by price) **

There are several possible approaches to resolve this issue. The most important thin though is acknowledging the cost factor when dealing with a company with limited funds.

1. A money saving option would be trying to find a one-stop place for business development. Through the Georgia SBDC Network, Georgia State University provides small business training for low cost fees as well as free consulting services. These services include advice in developing a business plan, marketing analysis, as well as financial planning. This program is operating with support with many reputable universities in the state of Georgia. From research, this organization is composed of numerous knowledgeable experts in the area of small business development in addition to possessing many tools for successful growth.

2. The second option would be to invest money to particular areas that will lead to growth. It would be necessary to include the first option as well. The main reason being is that the first option is providing direction for the company to go in and would provide it the knowledge to complete the rest of this option. For instance, hiring an outside company to build a website to aide in communication. This would address one current need of the company. To ensure this one possible solution to the larger issue could also include employee training pertaining to maintaining the website. This is a way to build professional knowledge and skills but minimize costs by using a current employee. Though this might not be the highest quality website because money would have to cover training as well, this would meet the needs of a small company with under 75 clients. In addition, with a little more money, enhanced graphics and more website functions are possible. Therefor, a solution that focuses on one aspect of the larger issue might serve as a temporary Band-Aid and save money without full investment until more funds can be accumulated.

** 3. **A third more costly option is a full scale investment. This would include managerial training, consulting with a small business planner to develop a business plan, consulting with a financial planner about future endeavors, marketing, in addition to a personnel plan. Because of the in-depth analysis each would have to conduct, speaking with an investor would be necessary. For example, a minimum of $5000 would have to be invested to meet the hits of a high traffic website. This is just scratching the surface of the marketing that needs to be done. According to one source, consulting can run from $1900 - $4000 per month.

** Decision **

The best option would be option one. This option is the best when meeting the low cost aspect of the company as well as providing it the direction it needs to go. When growth occurs, more money can spent on the other two options listed. However, in the meantime it will provide guidance to a company that needs it.

** Justification **

Each proposed option has its strengths and weaknesses. Starting with option one, the strength comes in the cost. Finding a organization that can provides services for free and provides referrals to knowledgeable experts is a good option for a company with limited funds. The weakness of this option is the quality. A meeting will be taking place later this week to see if this route is viable. The second option is weak because it is like putting all of your eggs in one basket. Splurging on one aspect of many that are needed for company improvement would not guarantee a solution to the issue. A pro about this option is that is can temporarily lead to new clients. The final option has pros and cons as well. On the one hand, it seems like a promising plan for growth. The downside is the funds that are needed for the plan to take place. This plan would necessitate the help of an investor.

Because this is a small company jumping into a full-scale upheaval of operations would not be healthy for the company. Because of the size of the company, slow growth is necessary for efficiency reasons. A slow growth rate would illustrate to the company the direction that it could be led to the future. Not overwhelming this small business is important. After reviewing SJS Title’s Profit/Loss statement from 2009 shows how limited its funds really is. At most, $10,000 can be invested in growth at the moment. Though this seems like a high amount of funding, it is not for the services this company needs to grow. After a discussion with the small business consultant through the Georgia SBDC Network, I will be able to determine an estimate that this option will cost the company.

A survey was sent out to assess the satisfaction of current clients with the company. All responses to the survey were positive, mentioning favorable remarks of the company's customer service. Though the company wants to grow, having that small company feel and hospitality of personal relationship is desired by both sides. A suggestion was made about an automated system confirming orders and completion dates as well as a request to provide title searches in other states. This information has been useful in assessing the current standing of the company in the clients' eye.

There are a couple reasons why option number two would not be advised. This option would include the suggested plan in option one. However, with the added ideas of option two, money is a need. With a budget of about $10,000 marketing can be improved from its current state but there would be no funds for other means for growth. The concept of “putting all your eggs in one basket” is risky but can also be surprisingly rewarding. But because this business is small, I would not recommend a plan that could potentially harm the company.

This leads into why the third option is not viable at this time without the assistance of an investor. Total expenses for the year are around $12,000. This amount would not meet the facets of plan three. Approaching an investor is an option but a proposal would have to be written and that is a skill that the owners might not have. Therefore meeting with a small business consultant would have to occur first.

This intervention strategy will meet the weaknesses pointed out in the previously shown cause-analysis. By reaching out to an organization that provides free consulting to an extent is saving the company funds. In addition, this service puts the company in contact with various experts that can all provide assistance for company growth (i.e. marketing, business planner, possible investor, and so forth). This will also help provide the management time an idea of how to run a small business more efficiently and help them look past the future ideas they have now to even larger ones. Finally, this plan is best because it will function well with the company size.

** Project Manager Responsibilities **

A good project manager is one who is going to see a project through to its completion and that is exactly what I intend to do. As the project manager it is my role to ensure a proposed solution to the issue of growth is met as best as possible. I will delegate duties to the owners of the company however I am ultimately accountable for the outcome of this approach. I will work closely with both partners to ensure guidance from the consulting organization is leading them in the appropriate direction and not exceeding any funds. I will ensure timelines and budgets are being enforced and met. One of the first tasks that I have is to establish a breakdown of the proposed solution week-by-week until the goal is met. This timeline is subject to change based on the input from organizations being used to solve the problem.

In order to maintain budget, I will obtain a record of payments per week as well as a breakdown of monies already allotted for certain tasks (such as paychecks). This is private information that does not need to be publicly posted on the web so I will obtain a hard copy privately. I will also need a complete list of the company's clients as well as contact information and amount of titles ordered per month by each company. A timeline will be posted on a Wiki site so that the owners of the company can contribute any of their thoughts. This is also a place to post the responses to the survey that was sent to clients. The discussion forum is a place where comments can be made between the owners and me. Advice and services provided to the company through suggested organizations will be typed in formal documents and shared via email. Due to the fact that some services will be paid for, that information cannot be posted on the web. The Wiki is also a good area to post resources for professional development (i.e. PowerPoints) and links I locate. Due to the nature of the internet, any additional private information about the company will be transferred mainly in emails. Therefore technology usage is a necessity and all members must have access to the internet and have an established professional email account. In addition, since Skype is free to all members, majority of phone conversations will be conference calls between the owners, used organizations, and I. All documentation will be saved on a flash drive and zipped to each owner to be saved on an external hard drive for the business. Any documents that can be shared publicly will be made into GoogleDocs and posted on the Wiki.

The following outlines the suggested guide for the intervention strategy as well as estimated costs: Business Consultant 770-531-5681 || small business consultant working for the University of Georgia; retired CPA || provides counseling and guidance for small businesses; has numerous contacts; provides steps to create a coherent Strategic Marketing Plan || FREE || Express Marketing Solutions 770-530-8025 || specializes in website creations and redesign as well as redirects internet traffic to certain sites || the recreation of a new website is to provide more efficient service to current clients as well as serve as a marketing tool to acquire new clients || $500 flat rate $60 per hour for populating each page and search engine optimization ||
 * Financial and Budget Information **
 * **Contact** || **Description** || **Importance** || **Cost** ||
 * Randall Donaldson
 * Lisa Bisson
 * GoogleAdWords || bid on sponsored link space || whenever a search is made requesting title abstracting in Georgia, a ranked list appears on right side of Google page listing SJS Title as one of the top three || varies on bidding process (can be pay-per-click) ||
 * ConstantContact.com || email marketing; easy-to-use for newsletter creation || quarterly newsletter to be emailed to current client base, including trivia, current articles on the title industry, and a discount for services if referrals made; can also be sent to previous clients to re-establish relationships; Twitter and Facebook links || $25 a month but can increase based on number of clients ||

Technical Information
Recent investments: >
 * laser color printer for more attractive mailings to clients ($329.00)
 * scanners for both partners to streamline title returns to clients ($1000.00 and $400.00)
 * rebranding logo through VistaPrint.com ($15.99) - the purpose is to coordinate marketing tactics as not to confuse clients
 * implementing the use of GoogleDocs to streamline communication between partners (less time refilling in sheets)
 * purchase of external hard drive to backup completed titles ($60.00)
 * Quickbooks Online ($9.95 a month) in order to manage from multiple locations
 * BNI Gainesville - international networking organization that holds weekly meetings (Thursday for the North Georgia cohort)

Project Assessment/Evaluation

 * Progress toward the organizations goals will be evaluated every year. This yearly analysis will focus mainly on the growth of the company and what factors are inhibiting it or successfully enhancing it. The ideal place for the company within one year will be discussed and outlined by the two partners, I, and Randy to provide short-term business plan in relation to the bigger picture plan.
 * The formative plan will include measuring whether or not the company is hitting agreed upon milestones focusing mainly on growth of the company. For example, if no clients have been acquired after three months of business enhancements, re-evaluation of the project plan need to take place. The assessment will have to focus on the cost of investing for growth in comparison to the return. I see this as being an assessment that would have to be formulated more toward the goal time based on the starting place of this company.
 * The summative evaluation plan will include using current clients with a strong relationships to SJS to access and use the new website to request titles and complete a short survey (using SurveyMonkey) to evaluate the site design as well as efficiency. In addition, all current clients will receive the first quarterly newsletter with a survey to complete to evaluate the usefulness of this tool. After three months have passed with the new tools in place, another survey will be sent out using the same questions as the original survey used at the beginning of this process to use as a comparison for improvement. Questions will be included to rate the before and after status of the company.