P.O. Box 1484
St. Augustine, Florida, 32085-1484

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Home
About Us
Solutions
Articles | News
What Is Six Sigma
Videos
Links
FAQ
Contact Us

Direct Line (904) 687-1687

P.O. Box 1484
St. Augustine, Florida, 32085-1484

HomeWelcome to the Lighthouse Assessment Tool

Welcome to the Lighthouse Assessment Tool

Please complete the form it will take about 15 minutes.

Assessment tool for Lighthouse Consulting LLC - Copy 2

Please complete the form to receive your personal business report. The form will take about 10 minutes to complete.

Step 1 of 10

10%

Date*
MM slash DD slash YYYY
Name*
First Last
Company Name
Title
Website
Email*
Business Phone
What type of collections does your orginization do?
- first party
- third party
- legal
How many staff do you employ?
- less than 20
- between 20-50
- between 50-100
- over 100
How many staff members are task with a collection process including admin staff
How long have you been in business?
- less than 5 years
- between 5-10 years
- more than 10 years
What 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 2
- between 2-6
- over 6
How well do you feel you use the software?
- very well
- fair
- needs improvement
- badly

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What age is the majority of your business?
- pre charge off
- first placement
- second placement
- tertiary placement
- quads and out of statute
Who are your three largest clients? Debt Buyer, issuer, healthcare, auto....
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 that are collection staff and not support staff?
- 1-10
- 11-25
- 26-40
- 41-75
- 76+
How many full time employees are task with compliance?
- less than 2
- between 2-5
- between 5-8
- over 8
What are the titles of these compliance staff members?

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Who is the CEO, Managing partner or owner? include a brief bio of this person or persons
Explain 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?
- excellent
- fair or average
- poor
- what training program. LOL

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Do you record calls?
- yes
- no
Can you forecast liquidation over 12 months on a new placement?
- yes
- no
- sometimes
Do you score files to determine the work strategy?
- yes
- no
- sometimes
- my client scores it for me
Do you use a skills based strategy?
- yes
- no
- sometimes
Do you route the most collectable files to specific staff?
Do you use a dialer daily?
- yes
- no
- sometimes
Do you assign new placements to a specific collector in the first 30 days after placement?
- yes all the time
- yes sometimes
- no
- only after debtor contact is made
Do you use a pooled strategy in the first 30 days?
- yes
- no
- sometimes
Do you assign files to a collector after 30 days?
- yes
- no
- sometimes

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How do you evaluate your staff for performance, compliance and adherence?
- scorecards
- audits
- side by side
- annual evaluation
- we don't
How often do you evaluate for staff for compliance?
- daily
- weekly
- monthly
- semi annually
How often do you evaluate for staff for performance?
- daily
- weekly
- monthly
- semi annually
How do you evaluate for staff for compliance?
- listen to calls
- side by side
- written evaluations
- all the above
How often do you evaluate for staff for policy adherence?
- daily
- weekly
- monthly
- semi annually
Are these evaluations all written?
- yes
- no
- sometimes
How would you rate your companies staff development programs?
- excellent
- average
- needs improvement
- poor
- what staff development plan. LOL
When was your training last updated?
- within 90 days
- between 90-180 days
- between 180-365 days
- over a year
- long, long ago

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Do you have a domumented information security policy in place?
- yes
- no
- i do not know
Does 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?
- yes
- no
- in some cases
SOP = standard operationg procedures
Are there policies related to physical security?
- yes
- no
- somewhat
Are 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

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Is there a person or a team that owns, maintains and reviews the security policy?
- yes
- no
- i do not know
Are there any compliance procedures in place to ensure the policy is read, understood, and implemented by the staff?
- yes
- no
- i do not know
Is staff required to acknowledge the policies at least every 12 months?
- yes
- no
- i do not know
Are the security policies formally reviewed and signed off by management at least annually?
- yes
- no
- i do not know
Do exceptions to the Information Security Policy require a risk assessment and acceptance from Senior Management?
- yes
- no
- i do not know
Does 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 Information
- yes
- no
- i do not know
Is there a security awareness training program?
- yes
- no
- i do not know
Is closed circuit television (CCTV) installed in areas that hold, process, or transport client Information?
- yes
- no
- i do not know
Does an external independent company perform annual vulnerability assessments / penetration tests of the IT environment?
- yes
- no
- i do not know

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Is there a Contingency / Disaster Recovery policy or program in place?
- yes
- no
- i do not know
Is 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?
- yes
- no
- i do not know
How would you rate the culture of the company?
- excellent
- average
- needs help
- bad
Do you use a payment website for debtors to access?
- yes
- no
- i do not know
Do you have smart boards or dashboards for management to use?
- yes
- no
- i do not know
Dashboards track the KPI's (key performance indicators) for the business

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How would you rate the support staff?
- above average
- average
- below average
Do you personality trait test new staff?
- yes
- no
- I do not know
Do 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?

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Does your company have a dedicated CFO?
- yes
- no
Does the company have a FT sales person?
- yes
- no
What improvements has management identified as high priority in the next 6 months?
Have you used a consultant in the last 36 months?
- yes
- no
Is the company more profitable than it was 36 months ago?
- yes
- no
In the last 36 months has the company increased its gross revenue?
- yes
- no
In the last 36 months has the company increased its client base?
- yes
- no

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P.O. Box 1484
St. Augustine
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(904) 687-1687
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