HRB HBP QUESTIONS WITH
ACCURATE ANSWERS
1. DAILY HORIZONS-Number of Appts-Revenue target-Wait times correct answer
The DAILY process for Home Base Planning to help you identify actions needed
based on your office(s) assessment.
Review overall performance. Check Key metrics.
Schedule Readiness-Virtual Review-Work in Progress-Service Quality-Inbound Call
Quality-Financial Products-
Fulfillment Network-Block Works (BWO)-Small Business
2. TACTICAL TUESDAYS correct answer The weekly process in which you review
your weekly results and create your action plan for the week ahead. During this
time, make sure your daily actions are driving client and revenue growth.
3. SUPPORT VISITS-OFFICE correct answer (Office Visits): You and your leader
partner to determine what to focus on during an office visit. As part of this
process, you will review the daily focus items from the Daily Horizons as well as
the Tactical Tuesdays. During this time together you should get all the help you
need and feel supported.
4. MTL MEETINGS correct answer This is a calibration time when your leadership
teams come together to assess performance with a customized meeting agenda
specific to your needs using input from your Daily Horizons, Tactical Tuesdays,
and Support Visits.
5 SOPs correct answer Inbound Call Quality
Work in Progress
,Schedule Readiness
Service Quality
Virtual Tools
ACTION AFTER AUTO SCHEDULE correct answer TP schedules "finalized" through
the first peak (Feb 17, 2023)
Schedule home TP.-Find TP to fill your staffing gaps.
Follow AM guidelines to ensure enough TP scheduled daily.
Address scheduling alerts each day to add-remove TP
Verify schedules-Review Schedule Readiness Report! Adjust
Adjust ATL schedules to add to front desk role manually Make after the first Auto-
Schedule—Openers: TP completed manually for 30 minutes before the office
opens.
Late Hires: Anyone hired after December 12th who is not in AM-add manually to
schedule.
ACTION BEFORE AUTO SCHEDULE correct answer Verify office hours are in place
for each office.
Clean up assignments in AM.-TP assigned to office(name is bold in primary office)
and should only be assigned to any additional office(s) if they will work in them on
a regular basis during the tax season.-Remove non-returning tax preparers.-Verify
returning tax preparers are active in AM-Contact all TP, CSP and verify availability
is accurate. Associates without updated their availability will not get scheduled!-
SEE READY TO SERVE REPORT
Add a Tax Professional to the schedule correct answer Click in the light green spot
and drag the scheduling bar to the desired starting and ending time.
Adjust the time with the drop-down box.
, Appointment MGR Capacity-manage it! correct answer DAISY: Dashboard review,
Alerts, Investigate, Set to unable to Confirm, & Yellow space auditing.
Yellow space auditing- If DAISY shows yellow space-add more TP hours.-go to
Staffing & adjust.-or-Reduce Staffing?-
Also, don't worry. Reporting shows in Home Base Planning & Daily Horizons, It
shows overcapacity.
Leverage the Capacity Management report in AM-Identity saturation rate. The
"Leading an Operationally Excellent Office report", shows your capacity and
staffing needs.
AUTO SCHEDULE PROCESS-RULES correct answer Auto-Schedule builds schedules
for (TP),(ATL),(CSP),(OLA), & (IFA) based on the following criteria:---Client
projections.-Office hours.-Associate availability.-Primary office assigned
RULES:-Only schedules within TP availability-More Good!
It schedules (1)-new shift,/day,/role,-& just (1) office/day.
Preference given to best rated TP for TP schedule.
Auto-Schedule fills in lower level TP to meet client demand
All personnel scheduled a maximum of 8 hours /day.
Auto-Schedule will not produce < a 3-hour block of work.
AVAILABILITY-confirm Accuracy correct answer LOG IN as TL(icon displays as
"Availability" instead of "My Availability")-EDIT someone else's availability, click
Availability icon-Click associate from left column. Other Tax Office? click
storefront icon on left panel.-You can toggle between weekly or month view.-EDIT
DATE RANGE-top right-Lets you set availability for Peak and Non-Peak wks.- Use
when adding more availability. The calendar pictured is preferable when
adding/changing for 3 days-Click date & select times.
ACCURATE ANSWERS
1. DAILY HORIZONS-Number of Appts-Revenue target-Wait times correct answer
The DAILY process for Home Base Planning to help you identify actions needed
based on your office(s) assessment.
Review overall performance. Check Key metrics.
Schedule Readiness-Virtual Review-Work in Progress-Service Quality-Inbound Call
Quality-Financial Products-
Fulfillment Network-Block Works (BWO)-Small Business
2. TACTICAL TUESDAYS correct answer The weekly process in which you review
your weekly results and create your action plan for the week ahead. During this
time, make sure your daily actions are driving client and revenue growth.
3. SUPPORT VISITS-OFFICE correct answer (Office Visits): You and your leader
partner to determine what to focus on during an office visit. As part of this
process, you will review the daily focus items from the Daily Horizons as well as
the Tactical Tuesdays. During this time together you should get all the help you
need and feel supported.
4. MTL MEETINGS correct answer This is a calibration time when your leadership
teams come together to assess performance with a customized meeting agenda
specific to your needs using input from your Daily Horizons, Tactical Tuesdays,
and Support Visits.
5 SOPs correct answer Inbound Call Quality
Work in Progress
,Schedule Readiness
Service Quality
Virtual Tools
ACTION AFTER AUTO SCHEDULE correct answer TP schedules "finalized" through
the first peak (Feb 17, 2023)
Schedule home TP.-Find TP to fill your staffing gaps.
Follow AM guidelines to ensure enough TP scheduled daily.
Address scheduling alerts each day to add-remove TP
Verify schedules-Review Schedule Readiness Report! Adjust
Adjust ATL schedules to add to front desk role manually Make after the first Auto-
Schedule—Openers: TP completed manually for 30 minutes before the office
opens.
Late Hires: Anyone hired after December 12th who is not in AM-add manually to
schedule.
ACTION BEFORE AUTO SCHEDULE correct answer Verify office hours are in place
for each office.
Clean up assignments in AM.-TP assigned to office(name is bold in primary office)
and should only be assigned to any additional office(s) if they will work in them on
a regular basis during the tax season.-Remove non-returning tax preparers.-Verify
returning tax preparers are active in AM-Contact all TP, CSP and verify availability
is accurate. Associates without updated their availability will not get scheduled!-
SEE READY TO SERVE REPORT
Add a Tax Professional to the schedule correct answer Click in the light green spot
and drag the scheduling bar to the desired starting and ending time.
Adjust the time with the drop-down box.
, Appointment MGR Capacity-manage it! correct answer DAISY: Dashboard review,
Alerts, Investigate, Set to unable to Confirm, & Yellow space auditing.
Yellow space auditing- If DAISY shows yellow space-add more TP hours.-go to
Staffing & adjust.-or-Reduce Staffing?-
Also, don't worry. Reporting shows in Home Base Planning & Daily Horizons, It
shows overcapacity.
Leverage the Capacity Management report in AM-Identity saturation rate. The
"Leading an Operationally Excellent Office report", shows your capacity and
staffing needs.
AUTO SCHEDULE PROCESS-RULES correct answer Auto-Schedule builds schedules
for (TP),(ATL),(CSP),(OLA), & (IFA) based on the following criteria:---Client
projections.-Office hours.-Associate availability.-Primary office assigned
RULES:-Only schedules within TP availability-More Good!
It schedules (1)-new shift,/day,/role,-& just (1) office/day.
Preference given to best rated TP for TP schedule.
Auto-Schedule fills in lower level TP to meet client demand
All personnel scheduled a maximum of 8 hours /day.
Auto-Schedule will not produce < a 3-hour block of work.
AVAILABILITY-confirm Accuracy correct answer LOG IN as TL(icon displays as
"Availability" instead of "My Availability")-EDIT someone else's availability, click
Availability icon-Click associate from left column. Other Tax Office? click
storefront icon on left panel.-You can toggle between weekly or month view.-EDIT
DATE RANGE-top right-Lets you set availability for Peak and Non-Peak wks.- Use
when adding more availability. The calendar pictured is preferable when
adding/changing for 3 days-Click date & select times.
