Systems and processes are all around us in our business. However, we may not even be aware of them, much less have them documented.

But first of all, what are systems and processes anyway?

A process is a series of specific steps that must be done to complete a task or reach an objective.

A system is a group of related processes in a department or area of a business.

We have systems and processes in all aspects of our life. How we make the school lunches or our dinner; how we milk the cows, how we do our invoicing. It really doesn’t matter what it is, we have a way of doing it. But why are these things important in business?

Systems and processes are hugely important because they bring structure to what we do and this in turn creates calm when completing a task. Less stress means more productivity, because we know what needs to be done, and more consistency in our service to customers (because the same process is followed all the time by all staff).

The right systems

So, how do we ensure that we have the right systems and processes in our business? Firstly, you need to look at everything - and I mean everything - that happens at work. From opening the shop, stock control, sales, invoicing, production, purchasing, social media – everything!

There is a process to all that we do. As an entrepreneur or solo business owner, all these processes may fall to you, but that’s why it’s important to have them right. Remember: its what happens in the process rather than who does it.

Firstly, take each task and write down every step taken, from start to finish, of how it is done now. It has to be how it is done now. Then, once you have the processes as you are doing them now, review them.

Review which ones are working well (and why this might be) and which ones aren’t working so well (and again - why?). Look at things like the time it takes to perform a task, results gained, its achievability and how often its done. For the processes that are working well, how can you do more of the same? What needs to be changed for the processes not working so well?

Plan-do-review

This is not just a once off review, this kind of review is something we should do regularly. Plan-Do-Review is a practice I encourage clients to do because our business goals and challenges can change and we need to ensure that we are doing all tasks in the most efficient and beneficial way possible.

The next stage is to document your processes. You have already started this by identifying the steps you need to take to achieve a specific task, but you need to have a record of it. There are different software packages that can help do this but I prefer the more traditional method of pen and paper. Remember, having your processes documented is informative, provides instructions to those who need them, improves communication and eliminates doubt.

Keeping things going

Here is a question for you to ponder: if you or your team were abducted by aliens - or won the lottery and ran away to the sun - what would happen to your business? Would all of the working knowledge needed to operate go with you and your team? How would your business keep going?

This is why having documented systems and processes is so important. It ensures that everyone knows what to do and when to do it. It brings consistent service and customer experience and allows for continuous improvement and improved productivity.

So, take a deep breath and start looking at, breaking down, documenting, and reviewing all your processes and systems. And remember: excellence is a continuous process and not an accident. CL

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