Brisbane Club Event Presentation by Matt and Fiona Kesby.

1. The 4 Simple Rules for Effective
Outsourcing
Learning Series
How How SME'S can apply the same tactics as the World’s most
successful companies to outperform their competition

2. Outsource
Offshore
+ProcessImprovement
IMPROVEDRESULTS
Our Values: CARE DRIVE LEARN EXECUTE FIND-A-WAY
Our Mission: To help businesses to scale and be a catalyst for people to exceed

3. Matt Kesby
Welcome!
20YRS
in Business
EMPLOYED
+700
STAFF
TRAINED
>3K
LEADERS
SERVED
>1.1M
CUSTOMERS
>$2B
IMPROVEMENTS
https://linkedin.com/in/mattkesby

4. CEO / President
Co-Founder
Australia, PNG,
Fiji, Samoa,
& Philippines
19YRS
recruitment
REVIEWED
>100K
RESUMES
https://linkedin.com/in/fionakesby
YOUR NEXT
RETREAT HERE
CARES FOR
>203
PEOPLE
OFFICE
3
LOCATIONS
Fiona Kesby
>56
CLIENTS

5. Common Challenges
1. Increase Revenue
2. Improve Customer Service
3. Decrease Costs
Execution & Behavioural
Change Specialist
Recruitment
Specialist

6. Quick intros
Name:
Businesses:
Outsourcing offshore experience:
a) Brand new
b) Tried it and did not go well
c) Currently doing it, could be better
d) Currently doing it, amazing
Which challenge would you like to drive next in your business?
1) Increase Revenue
2) Improve Customer Service
3) Decrease Costs

8. 4 Rules of Effective Outsourcing Offshore
The Core Approaches
Culture
GO-VA Offering (results coach)

9. 4 Rules of Effective Outsourcing Offshore
The Core Approaches
Culture
GO-VA Offering (results coach)

10. 1. Begin with the End in Mind
– Get clear on your business goals.
2. Deconstruct level 3 activities
– Zero in on admin & repeatable tasks.
3. Systematize for Scale
– Checklists and documentation.
4. Talent Selection Criteria
– Hire like a pro. Build a team.

11. RULE #1
Begin with the
End in Mind.
Get Clear on
Your Business
Goal

12. 1. Begin with the End in Mind
– Clarify your business goals
(VERB) (Measure) from (X) to (Y) by (When)
Wildly Important Goals Lead Measures – repeatable behaviours
Increase New Client
Revenue
from $4M to $5.2M
by 31/12/15
Meet with 5 NEW clients per week
Send out “Hot Offering” to 25 Potential New
clients each week
Contact and connect with >90% of New
Potential clients within 7 days of promotion
being sent

13. RULE #2
Deconstruct
level 3
activities

14. ACTION
AUTOMATE
DELEGATE
DISCARD
Mindset & Process
It is simply too easy to
get caught doing
everything your self.

15. The Workforce Productivity Pyramid
1. High Lifetime Value
2. HIGH Dollar per hour
4. Zero or
Negative
Dollar per hour
Exercise,
Health,
Education,
Building
relationships
Office distractions, Surfing the internet,
Gossiping, worrying, procrastinating, unimportant meetings,
needless interruptions, low priority emails, other people’s
minor issues…
Admin in nature, busy work,
organising, repeatable process activities,
customer service, marketing execution.
Grunt work, delivering on clear plans.
3. LOW Dollar per hour
Ringing the cash register right
now, talking to a customer, making
a sale. Strategic conversations,
Planning. Initial Design.
Writing a system or process.

16. The Workforce Productivity Pyramid
1. High Lifetime Value
2. HIGH Dollar per hour
4. Zero or
Negative
Dollar per hour
Exercise,
Health,
Education,
Building
relationships
Office distractions, Surfing the internet,
Gossiping, worrying, procrastinating, unimportant meetings,
needless interruptions, low priority emails, other people’s
minor issues…
Admin in nature, busy work,
organising, repeatable process activities,
customer service, marketing execution.
Grunt work, delivering on clear plans.
3. LOW Dollar per hourOffshore 80% of low
dollars value work
for AUD 8-11hr
Ringing the cash register right
now, talking to a customer, making
a sale. Strategic conversations,
Planning. Initial Design.
Writing a system or process.
MORE TIME
FOR

17. Turn your Pyramid into the Spear Head
1
2
4
3
1
2
4
3

18. scale, drive revenue, profit & improve business processes
Your Local
in Country
Resource
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
Offshore
Virtual
Assistants
1
2
4
3
1
2
4
3

19. scale, drive revenue, profit & improve business processes
Started Jan 2017. Launch
May2017
> 27,000 properties
Head of Simplification
UX Designer, Product Owner
CTO & AWS Solutions Architect
- architecture
- API
- Spike Work
Web / Software
Developer
Front & Backend
Web / Software
Developer
Backend
Web / Software
Developer
Backend
Software
QA Tester
Customer Service
& On Boarding
Designer
Front End
Developer
Web / Software
Developer
Front & Backend

20. My Productivity Pyramid
sales@go-va.com.au
1. High Lifetime Value – What activities help you to energise you outside of work?
2. HIGH Dollar per hour – What activities help you to deliver upon your goals?
3. LOW Dollar per hour – What tasks do you do frequently that consume your time and that
you wish someone else could do for you?
4. Zero or Negative Dollar per hour – underline the items you are aware of and add others
GOAL:(VERB) (Measure) from (X) to (Y) by (When) E.g. Increase New Client Revenue from $4M to $5.2M by 31/12/15
Office distractions, Surfing the internet, Gossiping, worrying, procrastinating,
unimportant meetings, needless interruptions, low priority emails, other
people’s minor issues…
What is your #1 goal this year in your role at work?

21. RULE #3
Systematise
for scale
Key Systems:
- SOP’s
- Coaching & Training
- Quality Reviews

22. Systematise for scale - Process & Standard Operating Procedures
When a human being is clear on the desired
outcome, they are able to proceed to deliver
the desired result.
This in turn creates trust and credibility
between team members.
Your Level 3 Tasks Become Your Team
members’ Level 3
TeamConsole.io
- SOP & Task Management
- KPI Library & Tracking
- Position Descriptions
- Virtual Onboarding
- Coaching & Training
- Team visibility
quality reviews

23. Helping you to Scale your Business
Australia: 1300 725 236
Direct: +61429 725 795
email: matt@go-va.com.au
Knowing what needs to be achieved is one thing, knowing how to do it without being
dependent on others is a totally different thing. Access our Process mapping and
Standard Operating Procedure creation services.

25. Simple Example
Resear
ch list
Attend
Appointmen
t
Send
Letter
New Business Appointments
Send
inmail
Phone
Call
Send
Calen
dar
invite
Sales
Person

26. Simple Example
Resear
ch list
Attend
Appointmen
t
Send
Letter
New Business Appointments
Send
inmail
Phone
Call
Send
Calen
dar
invite
Sales
Person
Sales
Coordinator

27. Simple Example
Resear
ch list
Attend
Appointmen
t
Send
Letter
New Business Appointments
Send
inmail
Phone
Call
Send
Calen
dar
invite
Sales
Person
Sales
Coordinator
Researcher

28. Simple Example
New Business Appointments
Step Researcher
Sales
Coordinator
Sales Person
Research List Y
Send Letter Y
Send inmail Y
Phone call Y
Send calendar
invite
Y
Attend
appointment
Y

29. Tip

30. RULE #4
Talent
Selection
Criteria

31. Talent Selection Criteria
Criteria 1) Longevity
The Resume is well formatted and
the applicant has a history of
longevity from previous employers.
I personally look for 2 years plus +

32. 4. Talent Selection Criteria
Talent Selection Criteria
Criteria 2) Hobbies & Interests
Use hobbies and interests as a bench-mark. Chose
someone with similar interests to yourself.

33. 4. Talent Selection CriteriaTalent Selection Criteria
Criteria 3) Overseas Work/Travel
Choose a VA that has lived or travelled in another country. My own personal team have all
worked in Malaysia, Singapore, Middle East and even Australia. It shows they can step outside
their comfort zone and have experience working with Foreigners. They get my sense of humor
and have a very similar work ethic.
10MLive Outside of The Philippines
Think
OUTSIDE
The Box

34. Talent Selection Criteria
Criteria 4) High Quality
Set the bar high on quality, and I
mean on everything from their
resume, tests, appearance (meet
them virtually online), written and
verbal communication skills - and
don’t compromise - EVER! It is a
marathon not a sprint. Take your
time to hire - I mean in the search
and when you find the right one -
offer fast.

35. Talent Selection Criteria
Criteria 5) Test

36. 4. Talent Selection Criteria

37. 4 Rules of Effective Outsourcing Offshore
The Core Approaches
Culture
GO-VA Offering (results coach)

38. The Core Approaches
Work from
home
freelancers
Managed
Operations
Specialist
VA’s
YOUR
COMPANY IN
AN
OFFSHORE
LOCATION
YOUR
COMPANY
YOUR
COMPANY
Managed
Payroll
Business
Process
Outsourcing

39. upbooks.com.au
Financial Planning VA Specialists Property Management VA Specialists
Bookkeeping VA Specialists
5elk.com.au

40. Financial Planning VA Specialists

42. +61 2 8073 4631
sales@go-va.com.au
Transparent Pricing
*Please note – salary rates may vary slightly each month based on currency conversions
Your monthly Managed operation of $745 per seat will not be impacted by currency
conversions
Salaries include
- All local taxes
- 13th month contribution
- Monthly retention activity
- Additional recognition items
- Private medical insurance
Managed Operations Employment costs TOTAL excluding software+ =
$1,000 per month
($5.78 per hour)
$1,745 per month
($10.09 per hour)
AUD 745

43. 4 Rules of Effective Outsourcing Offshore
The Core Approaches
Culture
GO-VA Offering (results coach)

44. Yes ma’am
Insights & Culture Hacks
Raising Teenagers
(love them)
Saving face
Culture Hacks
1. Make it safe to ask
2. Teach how to Manage UP
3. Follow the Speed of Trust
4. Appreciation & Celebration

45. 4 Rules of Effective Outsourcing Offshore
The Core Approaches
Culture
GO-VA Offering (results coach)

46. +61 2 8073 4631
sales@go-va.com.au
Philippine 2014
FACTS:
• 100M People
• 3rd largest English speaking country in the world
• Beautiful American accent in Filipino English
• Government is heavily invested in the Business Process
Outsourcing Sector
• Loyal people
• Beautiful Family Culture
FACTS:
• 100M People
• 3rd largest English speaking
country in the world
• Beautiful American accent in
Filipino English
• Government is heavily
invested in the Business
Process Outsourcing Sector
• Loyal people & strong family
values

47. +61 2 8073 4631
sales@go-va.com.au
JOIN US IN CEBU
FACTS:
• 4.65M People
• 22 Universities
• Medical hub for The Philippines
• The office is
• 30mins from Beaches &
5 Star resorts
• 20 mins from Airport
1300 725 236 matt@go-va.com.au
YOUR NEXT
RETREAT HERE

48. +61 2 8073 4631
sales@go-va.com.au
JOIN US IN CEBU
1300 725 236 matt@go-va.com.au
YOUR NEXT
RETREAT HERE

49. TeamConsole.io
- SOP & Task Management
- KPI Library & Tracking
- Position Descriptions
- Virtual Onboarding
- Coaching & Training
- Team visibility
Stand outs
Talent Acquisition
- Local Job Board
- Unique and targeted talent
acquisition
Productivity
- Results Coach Program
- Full Time Productivity QA Team
Culture Hacking
- CEO Lunch
- Awards
- Retention activities
- Birthdays

52. +61 2 8073 4631
sales@go-va.com.au
Retention - Well Being – Employee Assistance Program
1300 725 236 matt@go-va.com.au
• Well being Program with WFMS eCheckin daily well
being check and team support
• Nurse on staff during shift
• Performance Coaching from Results Coaches to help
team members exceed
• Monthly retention team building activity & outings
• Bonus activities – eg. 5min booster massages
• Private medical insurance
• Health check prior to employment
• 15 Days holidays Vs 5 days by local law
• Local General Manager and Results Coach to care
for cultural
• Above industry standard salaries
Managed Operations
Our Values CARE DRIVE LEARN EXECUTE FIND-A-WAY
Our Mission: To help businesses to scale and be a catalyst for people to exceed

53. +61 2 8073 4631
sales@go-va.com.au
Transparent Pricing
*Please note – salary rates may vary slightly each month based on currency conversions
Your monthly Managed operation of $745 per seat will not be impacted by currency
conversions
Salaries include
- All local taxes
- 13th month contribution
- Monthly retention activity
- Additional recognition items
- Private medical insurance
Managed Operations Employment costs TOTAL excluding software+ =
$1,000 per month
($5.78 per hour)
$1,745 per month
($10.09 per hour)
AUD 745

54. Where to from here?
Let’s meet online to learn more about your business and
what you would like to achieve.
Our intent: If we can help great, if not, you should leave
the meeting with more clarity and some options to help
you move forward.
Email: sales@go-va.com.au
Fiona.kesby@go-va.com.au