Save time with simple reminders
by Kelly Schwedland
Use your systems strategy to make less work — not just better work.
Webster’s dictionary has approximately 10 different definitions of systems, so it should not be surprising that the term creates some confusion.
It is true that by creating a system, we are creating "calculated orderliness." It is also true that, in part, we do this through creating "methods and procedures."
While I have encouraged you to do all these things to create a more effective business, we also want to create an efficient business. It simply is not enough to create procedures that try to create the environment you want if no one will follow them. So, ideally, you create systems that increase the efficiency by reducing the follow-up. This way, you don’t have to repeat yourself with the same point.
Physical systems help in this area. An example is a sign that helps customers or employees toward a common goal. These signs can range anywhere from reminders to wash your hands to directions to different parts of the store. Each of these are put in place by owners to eliminate the frustration of trying to tell someone over and over again.
On a more complex level, we have seen items such as computers, fax machines, automatic tellers, drive-through windows and voice-activated telephones. Each of these items took a frustration that someone had and created something physical to solve that frustration. For physical systems to be effective, however, they don’t have to be expensive.
Several years ago, I used to run a manufacturing business. Knowing at that time that appearances were important to creating a professional image, we had decided that the restrooms should definitely be clean anytime we had customers in the plant. This was always a problem because we had only one men’s restroom, which the shop and office employees both used.
We put signs on the door and sent out memos with little effectiveness. Every few weeks we completely scrubbed the walls, doors and other surfaces, and we constantly repainted, but the room still got dirty.
Finally, someone had the idea to put a clear acrylic trim around the edge of the door, light switch and anywhere finger prints had been. Immediately, all of the problems disappeared. Years of frustration and complaining were over. Pretty simple? Yes! But effective, and better than that, no more time is being wasted and more real work can be accomplished.
So look at your business today. Do you have something that you have told someone more than once to do? Is there a possibility that something else could be done that would keep you from repeating it again? Do you see how looking at your frustrations can help you focus on the areas of your business where you have something missing? Do you see how creating a physical system, something that physically interacts, can be a "real" solution to problems?
Even though creating systems in your business will make your business work better, your systems have to be designed properly to create less work, and physical systems can help you along this path.
Your system solution wouldn’t be complete without words, and we will look at them next time with soft systems, as well as how they can create an environment for your customers.
Kelly Schwedland is president of American Business Dynamics, a small business consulting firm focused on issues related to growing companies.