Foreword

Foreword is designed to give Not for Profit sector professionals the latest tips and tricks for running a sustainable Not for Profit organisation. Get access to quality free advice from our Human Resources, Marketing and Business development senior consultants that can boost your business growth.

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‘Our enterprises aren’t innovative in themselves, but it’s the process of empowerment.’ Louise Nobes, KiK  When we think of innovation, we are probably inclined to think of digital technology or other ‘new and improved’ versions of everyday products, but innovation isn’t just about product, it’s also about process. After 15 years as a social worker, […]


In our last article on NDIS costing, we explained how to calculate gross margins and net margins for each of your NDIS service lines. There are two really big variables in the NDIS pricing calculation – non-chargeable time and overheads. In this article we explore the subject of non-chargeable time. NDIS pricing is based on […]


There is no doubt that consumer directed care has placed our service standards under the spotlight.  In a market place that is becoming more crowded and noisy, finding that special ‘something’ to attract and retain our customers has become a necessity for survival rather than a ‘nice to have’.  With so much focus on packaging […]


Employee engagement principles are easy to understand, at least on a theoretical level.  Employees that feel valued for their inputs (knowledge, skills, experience, work ethic, ideas, feedback, performance etc.) are more likely to have higher engagement levels.  They go beyond the basic service deliverables and as a consequence they deliver positive customer experiences that add […]


Our ‘ex-accountant’ Brendon Grail shares some of his Activity Based Costing knowledge, in accessible terms that are relevant to NDIS. Retail businesses understand (and are arguably obsessed by) their gross margin for every product on the shelf. Alas, we don’t meet many NDIS providers who can quote the percentage margins for each of their NDIS […]


Welcome to the second in our series marketing and value. In December’s issue of Foreword, we explored marketing maths and revealed how, with a few quick sums and a bit of common sense, it’s easy to spot value for money marketing activities. But of course value of money is not the whole picture. As a purpose-driven […]


Customer service charters can often be bland documents full of big hairy promises that sound more like a fairy tale than real life.  We often mistake these charters as vision statements and promise the world. Delivering on these promises becomes a stretch goal rather than the minimum standard required.  Consumers have more information available to […]


You’re sitting at your desk. In front of you are two proposals for marketing activities – one to sponsor an expo, and another to advertise your services in your local paper. They both look like great deals, but you can only afford to do one…. So how do you pick a winner? Over the next […]