The Perfect Systemization Solution?

Posted on January 5, 2011 by Lyle

“Perfection of means and confusion of goals seem – in my opinion – to characterize our age”
– Albert Einstein

I watched an interesting video last week about failure. (I’ll include the link later in this article) It was particularly interesting because what resonated with me about failure was how fear of failure applies to some small business owners that want to systemize their business. 

We spend most of our lives trying to avoid failure. Probably because we were trained during our school years to not make mistakes, don’t fail tests, don’t fail the school year. 

“Failure is only the opportunity to begin again more intelligently.” - Henry Ford

It’s that fear of failure that keeps many people in their jobs as employees, afraid to start their own business. But, even for those of us who strike out on our own to create something from nothing, to create a business, that fear of failure can still be lurking.

One of the top 5 challenges I hear from business owners is the need to have the “perfect” systemization solution before they try to systemize their business. I think one reason for this need for the perfect solution is that pesky fear of failure. “I don’t want to try systemizing unless I can get it right the first time.” To be sure, there are other reasons, but getting it wrong is a biggie. 

The thing is there is no perfect solution. Perfection is a moving target at best. Today’s perfect solution might be inadequate next year. 

When you build and work systems, when you have the System View, you see failures as opportunities to fix and improve. Failures show you what doesn’t work. Knowing what doesn’t work is as important as knowing what does work. When you work with systems you’ll welcome failure, even though there may be some pain involved. 

I am from a computer software background. When we developed complex software systems we would force failure. We had a saying, “Integrate (complex systems) early and integrate often.” Integration means getting the various software components to build and combine into the product. By building and integrating early in the development cycle we quickly found out what did not work before a lot of time and effort was expended. Knowing that something didn’t work gave us the opportunity to correct and improve. 

It’s the same for creating and documenting systems in your business, don’t wait for the perfect systemization solution. Start now, even if it is simply creating step-by-step procedures. Make mistakes, learn from them, make adjustments, and develop your know-how. When you start knowing, you will be ready to receive more. 

One of the dictionary definitions for the word Know is “to understand from experience or attainment”. Only by doing can you know. Part of knowing is failing. So, fail early, fail often, and learn. 

The Business System Organizer solution was developed through trial and failure. It’s not the perfect solution, but it is an excellent starting point. One of its benefits is that it is a document based, open solution. You can adjust it to fit the way you want to organize, manage, and document your systems.

We are at the start of another new year. Don’t let it pass like last year -waiting for the perfect systemization solution.

Here is the link to the video : “Failure: The Secret to Success” If that link doesn’t work try this one

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How To Avoid Accountability Mayhem in Your Business

Posted on December 21, 2010 by Lyle

This is a story of four people named Everybody, Somebody, Anybody, and Nobody. 

There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but nobody did it. 

Somebody got angry about that, because it was Everybody’s job. 

Everybody thought that Anybody could do it, but Nobody realized that Everybody wouldn’t do it.

It ended up that Everybody blamed Somebody when actually Nobody accused Anybody. 

Does this sound like your business on some days?

If you do not have systems in your business knowing who is responsible can be a very common problem. However, even if you do have systems, it can still be a problem if your systems do not specify accountability – the “who does what”.

Accountability is an important detail to include when documenting your business systems. When the accountable parties are documented there is no confusion as to who needs to be involved in a system.

Accountability identifies:

  • System Participants - those performing the tasks in the system.
  • System Ownership – those responsible for monitoring system performance, achievement of the system outcome, and for system improvement. Typically, system ownership belongs to an individual.

Do not identify individuals by name.  Instead, identify the roles or positions involved.  It’s not Suzie’s job, it’s the Accounts Receivable Clerk.

For simple systems performed by an individual, it is sufficient to identify the system owner and the participant working the system – AP Clerk, HR Manager, Parts Counter Person, Estimator.

Complex systems involving multiple people or departments require identification of all participants.  Simply naming the roles involved is a great help. 

For even greater clarity, however, you also want to show who is responsible for what and when. A good way to show this is with cross-function process diagrams, also known as swim-lane process diagrams.

Cross-function process diagrams have multiple lanes. Each lane represents a system participant.  System tasks to be performed by a participant are placed in their lane. Cross-function diagrams can have either vertical or horizontal lanes.

Swim-lane or Cross-function Process Charts Show Responsible Roles and Timing

With a cross-function process diagram Anybody involved in the system can see what they, and Everyone else, is responsible for and how it relates to the whole system. Nobody should be confused about what Somebody needs to do.

So, if you are not doing it already, make sure to indicate the system owner and system participants when you document your systems. At the very least, name the roles or positions involved. For complex systems involving multiple participants, use cross-function process diagrams to show Who is responsible for What and When.

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Add Some No Cost Systems to Your Business

Posted on December 7, 2010 by Lyle

Putting systems to work in your business doesn’t always have to cost money. There’s many things you can do to make your business run better, make more money, and be more profitable. All it takes is a little time and effort. 

Once a week, when I can, I go out for breakfast. Lately, I’ve been going to a nearby small restaurant. The only reason I go there is because I can get a tasty meal at a good price. It’s not a particularly comfortable place to eat – hard wooden chairs, concrete floor, and minimal art on the wall. The service is poor. But I like the meal. That’s the only reason I go. 

Sometime, I feel the meal is not enough justification and I will go elsewhere for more comfort. I am sure many others have come once and never been back. 

Any Business Can Implement No Cost Systems

Every time I visit, the place is almost empty. I’m not sure how it survives. It probably won’t. The sad thing is I know the owner could easily improve the business. All it takes is some systems. 

Sampling of No Cost Systems

In the brief time I spend at this restaurant, I see many things that could be done to make it a better. Here are some quick, almost superficial things that could be done. It would not cost anything to implement these changes. The problem is, they aren’t being done. And they all add up to a poor customer experience. 

Table Preparation System

  • Make sure table AND seats are clean. (Don’t just brush crumbs off the table onto the seats)
  • Clean and fill salt/pepper/sugar dispensers. (yucky dispensers are a turn-off)
  • Utensils are clean – Make sure only clean knives, forks, and spoons are on the table. Don’t let the customer discover a dirty fork.

Dining Room Environment Systems

  • Light levels – Breakfast eaters are often readers and need good lighting. Too often the lighting is too dim.
  • Sound system levels  – Breakfast crowds like to chat. Sometimes they are doing business over breakfast. Background music that’s too loud or inappropriate is annoying. Often music seems to be more for the workers than the customers.
  • Room temperature - A cozy, comfortable room encourages people to return. Of course, this depends on the time of year, climate, and clientele.

Meal Serving System

  • Serve hot meals on warm plates so food stays warm long enough for the customer to eat.
  • Check back a few minutes after delivering a meal to see if everything is OK  or if anything else is needed.
  • Frequently check tables to top up coffee and drinks. I almost have to beg to get a second cup at this particular restaurant.

Bathroom Systems

  • Keep the paper and soap dispensers full.
  • Keep the bathroom clean.

These systems don’t cost money to implement. It just takes a little effort. Effort on the part of the owner to put the systems in place and to ensure employees follow the systems. Effort on the part of employees to do their jobs. 

Make Mine Hot

One day I did make a suggestion. The cook himself delivered my breakfast plate. Like each time before the plate was ice cold. I asked the cook if I could make a suggestion. I explained to him the problem with cold plates (food quickly cools off) and suggested serving breakfast on warm plates. The next time I was there my breakfast arrived on a warm plate, and has since. 

The problem is that it’s up to the cook to remember to do this. It’s not part of a system. Another cook likely won’t do it. For all I know, the cook only does it when he sees that I am there. He doesn’t have a System View and neither does the owner. If they did, they’d welcome my suggestion, and incorporate it into their Meal Serving system – if they had one. 

Put on your System View Glasses

Look at your business from the customer point of view. How many no cost things can you do to improve your business? 

Be a customer at a business similar to yours. What are they doing (or not doing) that could be done better in your business. Create systems and make a permanent improvement.

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