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Taking Control, Stabilizing Your Business and Preparing for Growth Presented by: Linda Hale and Jerry Armstrong Copy Right © All Rights reserved to Best Directions and Jerry Armstrong 2010 1 What do you mean by take control? Our company is stable! We can’t grow in this condition. We don’t know what is happening in our own office. Best Directions, 440-985-3332, [email protected] 2 Taking Control • Is not about doing it all yourself or working 24/7 – A tendency of Entrepreneurs – This limits growth potential • Is not about micromanaging • Is about Enabling Best Directions, 440-985-3332, [email protected] 3 Stabilizing Your Business • Is establishing a good structure/framework – Creating a Solid Foundation – Standardizing – Controlling • Is providing good communication Methods Best Directions, 440-985-3332, [email protected] 4 Preparing for Growth • Is about enabling yourself to delegate – Ensuring Employees and Contractors know: • what you expect of them • how to do the tasks you expect them to perform/complete – Ensuring Customers receive a consistent product (s) and/or service (s) Best Directions, 440-985-3332, [email protected] 5 The Tools Policies Procedures Work Instructions Best Directions, 440-985-3332, [email protected] 6 Getting on the same Page: In order to communicate effectively you will need to know how we define the terms we will use. Or shall we say, “get on the same page”? Best Directions, 440-985-3332, [email protected] 7 Do you know what the following Acronyms stand for? • • • • • • • • CIA WASP SOS WIN SAR SOP A&W BA • • • • • • • • • ITIL ISO AAA DVD FBI UA OH BAR IIBA Best Directions, 440-985-3332, [email protected] 8 How did you do? • CIA – Cleveland Institute of Art (7) • WASP – Women Air force Service Pilots (15) • SOS – Support on Site (24) • WIN – Women International Network (10) • SAR – Student Aid Report (15) • SOP – Senior Officer Present (14) • ETA - Electronic Transfer Account (3) • A&W – Alive & Well (11) • BA – Bad Attitude (14) • ITIL – Information Technology Infrastructure Library (1) • ISO – I’m So Old (9) • AAA – Anti-Aircraft Artillery (16) • DVD – Direct Vendor Delivery (4) • FBI – Food Borne Illness (11) • UA – Unmanned Aircraft (8) • OH – Oh Hell (7) • BAR – Browning Automatic Rifle (6) • IIBA - International Indian Bar Assoc. (3) http://acronymsearch.com/index.php Best Directions, 440-985-3332, [email protected] 9 Definitions What are Policies? Policies: Policies are rules established by management. All procedures and work instructions are governed by policies. Best Directions, 440-985-3332, [email protected] 10 Definitions Processes : Are ordered tasks initiated by people using, methods, tools, environment, and materials/information to convert given inputs into outputs of added value. Procedures : Procedures define and document the major processes within an organization. Often these are called operating procedures. Best Directions, 440-985-3332, [email protected] 11 Definitions Work Instructions: Work instructions describe and document specific tasks associated with each activity and explain how each task is performed. Best Directions, 440-985-3332, [email protected] 12 Policies, Procedures and Work Instructions Policies Procedures Planning Purchasing Receiving Accounting Departmental Policies Work Instructions Best Directions, 440-985-3332, [email protected] 13 Policies, Procedures and Work Instructions Policies Procedures Planning Receiving Accounting Purchasing Departmental Policies Work Instructions Best Directions, 440-985-3332, [email protected] 14 Examples of Topics the Entrepreneur Should Address • Internet Communications and Social Media • Financial • Production • Sales • Business Continuity • Regulatory Best Directions, 440-985-3332, [email protected] 15 Effect on the Bottom Line and Growth • • • • • Customer Satisfaction (Internal and External) Controlled Run Time Quality Employee Morale Found or Missed Opportunities Sales Process Improvement Software Planning and Selection • Audit Results • Fines and Penalties Best Directions, 440-985-3332, [email protected] 16 Causes of Poor Procedures and Work Instructions: • No Policies • Lack of Stakeholder Input • Not Standardized • Not Documented • Not Maintained or Updated • Lack of Communication (before, during and after) Best Directions, 440-985-3332, [email protected] 17 How to Identify a Good Procedure or Work Instruction • Supports the company's Values, Vision, Mission • Adheres to Policy • It accomplishes its objective • Reviewed and Approved by Management • Periodically Reviewed and Updated Best Directions, 440-985-3332, [email protected] 18 Case Study Truck Loading Use of Standard Work Instructions (SWIs) Best Directions, 440-985-3332, [email protected] 19 Case Study Truck Loading – Use of SWIs • Situation – New dock hand - No Work Instructions – Loading eggs on truck • Result – Eggs break in transit – Driver calls out dock hand • Fix – Create SWI for loading trucks Best Directions, 440-985-3332, [email protected] 20 Developing Good Procedures and Work Instructions Best Cycle Stakeholder Input Identify the Need Disapprove Improve Process Review Develop Work Flows Develop and Write Cycle Diagram Copy Righted © All Rights reserved to Best Directions 2010 Best Directions, 440-985-3332, [email protected] 21 Maintaining Good Procedures and Work Instructions and Ensuring Continuous Improvement Best Cycle Stakeholder Input Periodic Review Post Communicate Train Disapprove Approve Review Develop Work Flows Develop and Write Cycle Diagram Copy Righted © All Rights reserved to Best Directions 2010 Best Directions, 440-985-3332, [email protected] 22 Standardization Standard Operating Procedures (SOP) and Standard Work Instructions (SWI) • What makes a procedure or work instruction standard? – Standard process – Reviewed and approved by management – Written and has a standard content – Posted where they can be referenced by all employees Best Directions, 440-985-3332, [email protected] 23 Components SOP and SWI Standard • Policy • Responsibilities • Purpose • Detailed Steps • Scope • Related Documents • Definitions Best Directions, 440-985-3332, [email protected] 24 Communicating / Training • Employees, Vendors/Suppliers, Customers • How do you effectively communicate – Written – Posted online (intranet and internet) – Hard Copy • Training – Hands on / Demonstrations / Computer Based Best Directions, 440-985-3332, [email protected] 25 Things to Consider • • • Governance Committee/Group – Management Team Engage Relevant Stakeholders – SMEs – Customers (Internal and External) – Suppliers (Internal and External) Independent Review – Advantages – Specialists in Process • Document and make available – Select your writers • SMEs or non SMEs? • In-house or external specialists • Cost of Not Acting • Investment in Future Profitability 26 Return on Your Investment Your Return on Investment (ROI) is: • Continuous Improvement Tool That: – Identifies shortcomings • Evaluate process – Creates an environment that encourages positive input – Facilitates updating for changes in regulations, etc. – Facilitates changes needed by customers • Mitigated Risk • Management Perceptions and Expectations • Insurance that the company’s values, mission and vision are understood and will be carried out Best Directions, 440-985-3332, [email protected] 27 Remember! Knowledge is Power. Take Control of your Business and its Future. Best Directions, 440-985-3332, [email protected] 28