Welcome backə! How is he doing?
Third note of the week.
Today we talk about Processes. Tomorrow, last, we will talk about People.
Which are two related things.
We can pride ourselves on putting people at the center, but without processes we are only putting them at the center of a great confusion as well as endangering the company.
Processes define the quality with which the organization decides to work. They constitute the most practical and tangible competitive advantage.
How can a team ensure that it produces consistent quality outputs over time if it relies only on the motivation and skills of its members? It can’t. Especially in this historical period!
I want to ask you a question: Is there a link in your company to which everyone can retrieve documents, checklists, procedures to perform, without fail, a certain activity?
And I am not referring to the bureaucracy that companies adopt by mistaking a certification for efficiency.
If the answer is NO, read on.
The next lines are true for both large corporations and professionals.
Scroll down to see which KPIs will improve if you improve processes.
Good work!
ALWAYS MAKE PROGRESS
-Antonio
● PROCESSES / Designed not to fail.
Don’t solve the same problem twice
How much time do you waste doing things you have already done in the past?
Make a list of the activities, including problems, that you have encountered the most in 2021 and put them in order of priority following the “Follow the money” principle, that is, put the problems closest to revenue generation on top.
But don’t act right away.
As soon as the opportunity arises again write down somewhere (Notion, Google Doc, in your company’s wiki, you name it…) a bullet point list with the minimum steps you need to do the same thing in half the time, or better yet to delegate it ensuring the same quality.
As a title write a question, the same one they ask when they come to you for help. For example, “How to make a partial refund on an order?” or “How to update XYZ report.”
Share the folder with all these “How to’s” with everyone in the company.
If you decide to get into this habit in no time and without effort you will build a portentous library of internal procedures and will have put yourself in a position to save dozens of hours a month by stopping solving the same problems over and over again.
● PROCESSES / KPI
- Operations
- Operating Margin GOP
- Margin per employee
- Costs per employee
- Hiring Success Rate
- % of Tickets Resolved on First Contact
- Net Promoter Score
See you tomorrow for ● PEOPLE 👋🏻
