HOW TO CREATE A SYSTEM IN YOUR BUSINESS
We are humans and truth be told we can’t do everything and at all times, if anything would happen would your business be affected by your absence, does your business need to close because you went to celebrate your friends Birthday?
This is why your business needs a system and structure.
Why does your business need a structure and system, why does one need to systemize their business
Creating a system gives predictability to your business.
Instead of going to the bank to find out how much balance that is remaining in your bank account, the bank decided to create a system called USSD, a number that you can easily dial from the comfort of your house whether you have a smart phone or not and you can easily get the same predictable answer and response that you will get whether you go to the bank or not.
Systems also makes a business to be efficient, imagine a company not having a system to handle customers who don’t have cash at hand, most companies don’t have a means of collecting cash from customers who aren’t close to their physical location and customers who don’t have cash at hand but are with their ATM card, some companies do not have a Point of sale machine that would enable them to go cashless especially now that we might be having a change of currency.
Systems also help a company and business to grow because there is time to focus on other, the time that it would take a bank to focus on customers that are physically present and satisfy their financial requirements, but they have created systems like a bank App, the POS, USSD, bank websites, WhatsApp messengers, etc
The four major areas of a business that one can build a system and structure around are
A. Marketing (through content, social media marketing, email marketing, affiliate marketing, bill boards etc)
B. Sales (systems like application, websites, social media, sales advisors/agents, etc)
C. Fulfilment (customer satisfaction through complaint numbers, feedbacks, polls, customer service representatives etc)
D. Internal operations (payment, database, records, business activities etc)
How do we know when to create systems?
I) Does that activity take more than 10 minutes
II) Will I do it more than once
III) is this something that someone else can do better if guided
Some great examples of systemisation are FAQ for staff to answer questions from clients, authority for certain people to execute certain decisions, some automation of tasks like email and resupplying etc
How to implement systemisation
1. Start taking notes of things that go wrong, document and teach your staff how to resolve issues, write a how to guide on fixing the common customer problems
2. Create a list of the most common and important tasks, get into as much details as you c and write a standard operating procedure, a step by step process of How’s it done. When you are through, give it to someone to implement and monitor progress.
3. Train more employees to do important tasks, this empowers your employees and make them feel responsible. This is also a way to test run your documentation as well.
4. Implement automation.
Automate regular emails, repeat orders on stock, standardised replies, data entry.
5. Employ managers who will help in creating fixed processes, teaching others and supervising the operations
6. Sometimes take some time off and see how well the business runs without you.
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