The Operational Excellence Assessment
An expert-level analysis for business leaders ready to scale.
1. Do you ever feel like you’re repeating the same tasks or taking more steps than you should just to get things done?
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Not really—we’re doing well, but I’d love to see what could be even better
Sometimes, depending on who’s doing the work or what it is
Yes, things take longer because we have to write or type things by hand or deal with lots of paperwork
Yes, we do a lot of the same things over and over because our process isn’t clear
2. How would you describe the way you handle customer service?
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Most things are automatic (like using a fancy system or chatbots), but we still do some things by hand
We use some helpful tools (like a basic CRM or email templates), but there’s still a lot of manual work
We do almost everything by hand—lots of phone calls and handwritten notes
Honestly, I haven’t really looked into this yet
How reliant is your business on manual processes and paperwork?
A) Very reliant
B) Somewhat reliant
C) Not very reliant
D) Not reliant at all
3. How do you manage your sales and marketing?
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Most things are set up to run automatically (like marketing platforms or automated follow-up), but some parts still need a human touch
We handle most things by hand (like keeping track of leads on paper or using printed flyers)
We have some digital help (like email marketing or scheduling social posts), but there’s still plenty that’s manual
I haven’t really checked on this yet
4. How do you handle billing and sending out invoices?
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Most of it is automatic (like online billing and payments), but there are still a few manual steps
We use some digital tools (like invoicing software or accepting payments online), but lots of it is still hands-on
We do most of it the old-fashioned way—paper invoices and handwritten receipts
Haven’t really looked at this yet
5. How do you deliver your services to your customers?
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We use mostly automatic systems (like service management tools or automatic reporting), but a few things are still manual
We use some digital tools (like online forms or basic service software), but manual work is still a big part
Most of it is by hand—like filling out paper forms or writing up reports
Haven’t thought much about this yet
6. Do you have written instructions or checklists that your team can follow for daily tasks?
Yes, we have clear and easy-to-find instructions, but I’d love to see if we can make things even smoother or more automatic
We have good instructions, but they’re not easy for everyone to find
We have a few checklists or guides, but they’re not finished or organized
No, we don’t have any written instructions yet
7. Is everyone on your team clear about what they’re supposed to do and why it matters?
Yes, everyone knows exactly what’s expected and how their work helps us reach our goals
People know what to do and how it matters, but we could help them connect even more with our bigger vision
Folks have a general idea, but sometimes things get mixed up or overlap
There’s a lot of confusion—people aren’t really sure what their roles are or why their work matters
Q6. Are you using the latest technology or software solutions to streamline your operations?
Yes, we regularly update and use the best tools we can find
We have some good tools, but I’m not sure we’re using them fully or if they’re the best for us
We use basic digital stuff but haven’t explored many new or industry-specific options
We mostly stick with the old ways—very little technology in use
9. How do you feel about your work-life balance right now?
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I’m loving it—I have time for both work and life!
It’s pretty good, but there’s room for improvement
It’s a struggle—work is taking over more than I’d like
What’s a work-life balance? I’m still looking for it!
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