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PROCESS DOCUMENTATION, CRUCIAL FOR BUSINESS GROWTH

Ike at MTNStill talking about personal branding and how an organization, most times, assumes the personality of the owner. This is so true. We see it in the case of Apple and Steve Jobs. Again this applies more to organizations that are set up with a clear vision. There is always a path way to achieving a vision. Usually, this is known and understood by the owner of the business. For as long as the owner is around and attends to customers / clients personally, the operation runs, based on the values and culture upon which the business was built.
Things, however, begin to change as the business grows and more people are engaged to work in the organization. Even with the best of hires, the personalities of the individuals come to play in the way they approach tasks and issues. One way to overcome this and ensure consistency in delivering the service and experience you promised your customer from day one is to have an operations manual, to document your processes.
This is very instructive because growth does not have to be a license to deviate from your vision. Rather, it should be an opportunity to reach more people with the solution you have and widen your sphere of influence.
The process of serving one customer is the same as that of serving a thousand customers and what makes your business a good one, is the ability to put resources behind achieving same service/ experience without compromising on any aspect of the delivery process or value chain.
I manage a firm of value creation consultants and we deal with lots of other businesses either as clients, partners or associates. I see how service delivery dwindles because more resources are added to cope with growth in the business.
Just like organizations who want to deliver consistent customer experience need to start with developing a blue print for each touch point and then put resources behind managing the process, businesses in the growth stage also need to document their operations.
As you grow and require additional resources, more staff or hire a Virtual Assistant you need to document your process. Everything that you do, from how your phone should be answered to how a new client is processed, should be outlined in detail. This allows you to hand a part of your business to someone else and still have it done like you would do it yourself. It is not easy but it is the way to go if you want to grow.
Some businesses have remained small because they do not want to hand a part of their businesses to some else. Not necessarily a bad decision but that is very limiting. If you have something good going for you, embrace growth and the challenges that come with it. Most importantly, prepare for the growth by documenting your operations / processes. This way you replicate yourself and your vision lives on.
Hope you find this exciting and useful. Please make your comments and let’s keep the discussion going.

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