The Account Summary process is used across Infinity Works to help teams:
- Reflect on and communicate the health of their engagement.
- Highlight areas they are happy with or would like to improve.
- Drive any improvement action needed, which can include calling in outside help.
What are we trying to achieve?
- Consistently ensure happy colleagues and customers.
- Spot issues early and provide support.
- Shout where we're doing well.
- Support Account Leads, Tech Leads and Delivery Leads when they need it.
- Ensure healthy legal and commercial arrangements.
- Provide shared visibility across the company.
This will be an evolving process. Get involved and give feedback via your Client Practice Lead or an Engineering Practice Lead!
What do Account Summaries give me?
The Account Summary is primarily a tool for each team to use to help them identify what's going well, where there is room for improvement and what to do to drive that improvement.
As an Account / Tech / Delivery Lead this helps you:
- Understand what "good" looks like in Infinity Works.
- Escalate and get support when you need it
- Structure "how are we doing?" account retrospectives.
- Drive two-way feedback with those who support your account, such as your Client Practice Lead.
- See who the leads are on other engagements.
The Account Summary also helps Client Practice Leads, Engineering Practice Leads and Directors understand how they can best support engagements. CPLs should use Account Summaries as a tool to support the lead(s) for each engagement, to drive and guide conversations around the current state of the engagement.
Engagements who have Delivery Quality buddies should also use the Account Summary as one input into their buddying sessions. Additionally, each region holds review sessions to give an opportunity to raise things for awareness or discussion.
How do you use the Account Summary?
The Account Lead, Tech Lead(s) and Delivery Lead(s) for each engagement maintain an up-to-date Account Summary sheet, reviewing and refreshing it at least every two weeks. The process of reviewing and updating the sheet hopefully drives useful introspection which leads to clear, positive action to drive continuous improvement (see Continuous Improvement).
This is a self-assessment by the people in the engagement and the scores are just an aid to focusing attention in the right places. Scores are not comparable between engagements, and low scores are not necessarily bad. Low scores can reflect an area you have little control over and can be a good way to highlight this, so we can be clear about our boundaries and offer further help where the customer would benefit from that. They can also indicate an area you want to drive improvement in — so long as positive action is being taken, this is a good thing.
What does an Account Summary look like?
This section contains links to resources that are not in the public domain.
We currently use the Account Summaries Google Sheet to capture Account Summaries. Because some information is somewhat sensitive, access is restricted. But if you are interested in seeing and contributing to the summary for your engagement, ask your Account Lead who will be able to help.
Quick reference for what good looks like
This list focuses on the aspects which most commonly need extra attention and is certainly not exhaustive:
- The overall last updated date is within the last two weeks. Account Summaries must be updated at least every two weeks.
- The headline and next steps are concise, accurate and relevant and tally with the overall status.
- The last service review date indicates that service reviews are happening regularly.
- The top actions section allows us to easily track and resolve outstanding items.
- The most important risks & issues are captured and the list is relevant and up to date. The scores accurately indicate how comfortable we are with each risk and the mitigation actions are relevant and appropriate.
- The Account Status scores reflect your understanding of the health across each measure and have notes which line up with the scores and actions which are appropriate and up to date, especially for lower scores.
- The list of objectives/upcoming events is relevant and up to date. This is a future-looking element, so old events can be removed. Does this reflect what matters most to the client and us and does it reflect how comfortable we are with each event?
- The Strategy scores reflect your understanding of the health across each measure and have notes which line up with the scores and actions which are appropriate and up to date, especially for lower scores.
What do all the fields mean?
The meaning and purpose of each field is explained in the Guide tab and a snapshot of that is shown below: