Assessment tool for Lighthouse Consulting LLC Welcome to the Lighthouse Consulting LLC Consulting Operational Assessment Tool or COAT. Please answer as many questions as possible. If your answer is OTHER please click in that box and write in your answer.Before you begin you will need a copy of your initial demand letter and a copy your scripted initial talk off to download at the end of the questionnaire. It is suggested you have the three most informed staff members work together to answer these questionsContact info@lighthouseconsultinginc.com for questions Step 1 of 11 9% Date* Name* First Last Company NameTitleWebsite Email* Business PhoneWhat type of collections does your orginization do?first partythird partylegalHow many staff do you employ?less than 20between 20-50between 50-100over 100How many staff members are task with a collection process including admin staffHow long have you been in business?less than 5 yearsbetween 5-10 yearsmore than 10 yearsWhat collection software do you use?What is the system of record for all collections files? How many Full time IT staff do you have doing collections work?less than 2between 2-6over 6How well do you feel you use the software?very wellfairneeds improvementbadly What age is the majority of your business?pre charge offfirst placementsecond placementtertiary placementquads and out of statuteWho are your three largest clients?Are they credit card, auto, commercial....?What percentage of your gross revenue do those clients equal?less than 25%between 25-40%between 40-60%over 60%How many total staff do you have?1-1011-2526-4041-7576+How many full time employees are task with compliance?less than 2between 2-5between 5-8over 8What are the titles of these compliance staff members? Who is the CEO, Managing partner or owner? include a brief bio of this person or personsExplain your skip process during the first 21 days after placement.Include the vendors used please Explain your collector compensation program.How would you rate your current collector training program?excellentfair or averagepoorwhat training program. LOL Do you record calls?yesnoCan you forecast liquidation over 12 months on a new placement?yesnosometimesDo you score files to determine the work strategy?yesnosometimesmy client scores it for meDo you use a skills based strategy?yesnosometimesDo you route the most collectable files to specific staff? Do you use a dialer daily?yesnosometimesDo you assign new placements to a specific collector in the first 30 days after placement?yes all the timeyes sometimesnoonly after debtor contact is madeDo you use a pooled strategy in the first 30 days?yesnosometimesDo you assign files to a collector after 30 days?yesnosometimes How do you evaluate your staff for performance, compliance and adherence?scorecardsauditsside by sideannual evaluationwe don'tHow often do you evaluate for staff for compliance?dailyweeklymonthlysemi annuallyHow often do you evaluate for staff for performance?dailyweeklymonthlysemi annuallyHow often do you evaluate for staff for policy adherence?dailyweeklymonthlysemi annuallyAre these evaluations all written?yesnosometimesHow would you rate your companies staff development programs?excellentaverageneeds improvementpoorwhat staff development plan. LOL Do you have a domumented information security policy in place?yesnoi do not knowDoes it include the following:1. Access Controls2. System Hardening3. Intrusion Detection/Prevention4. System logging/monitoring5. Vulnerability scanning/penetration testing?Do you have written SOPS in place for most processes?yesnoin some casesSOP = standard operationg proceduresAre there policies related to physical security?yesnosomewhatAre there policies related to physical security including sections on the following:1. Physical access control systems2. Physical access logging3. Access by non-employees4. Security of IT devices5. Security of physical media6. Clear desk7. Destruction of media Is there a person or a team that owns, maintains and reviews the security policy?yesnoi do not knowAre there any compliance procedures in place to ensure the policy is read, understood, and implemented by the staff?yesnoi do not knowIs staff required to acknowledge the policies at least every 12 months?yesnoi do not knowAre the security policies formally reviewed and signed off by management at least annually?yesnoi do not knowDo exceptions to the Information Security Policy require a risk assessment and acceptance from Senior Management?yesnoi do not knowDoes Senior Management require the use of confidentiality or non-disclosure agreements with business partners, contractors, service providers and other third parties prior to sharing client Informationyesnoi do not knowIs there a security awareness training program?yesnoi do not knowIs closed circuit television (CCTV) installed in areas that hold, process, or transport client Information?yesnoi do not knowDoes an external independent company perform annual vulnerability assessments / penetration tests of the IT environment?yesnoi do not know Is there a Contingency / Disaster Recovery policy or program in place?yesnoi do not knowIs there a process in place to ensure compliance with the legislative and regulatory requirements that impact the relationship with your clients, thier customers and / or employees?yesnoi do not knowHow would you rate the culture of the company?excellentaverageneeds helpbadDo you use a payment website for debtors to access?yesnoi do not knowDo you have smart boards or dashboards for management to use?yesnoi do not knowDashboards track the KPI's (key performance indicators) for the business How would you rate the support staff?above averageaveragebelow averageDo you personality trait test new staff?yesnoI do not knowDo you know the cost per seat for your office? If so what is it?cost per seattotal company expenses divided bynumber of FT revenue producing staff (collectors)What do you feel your orginization does very well?What do you feel your orginization does badly? Does your company have a dedicated CFO?yesnoDoes the company have a FT sales person?yesnoWhat improvements has management identified as high priority in the next 6 months?Have you used a consultant in the last 36 months?yesnoIs the company more profitable than it was 36 months ago?yesnoIn the last 36 months has the company increased its gross revenue?yesnoIn the last 36 months has the company increased its client base?yesno File upload pagePlease upload a copy of your initial demand letterPlease upload a copy of your initial scripted talk offCaptchaNameThis field is for validation purposes and should be left unchanged.
