So it’s almost Christmas and most of your employees will be out for the holidays for some well-earned days off. All the things that make your business hum merrily along will not be dancing in their heads; happily, replaced by visions of family, gift-giving and other cheery things.
The good news is … it looks like you, the owner, will be able to do likewise now! And it’s all due to the fact that a year ago you finally implemented those business systems and hired a process manager to make it all work like a Christmas symphony of order.
Your business has never been so organized, productive and clean; and your bottom line looks to take your company up to the roof tops!
Implementing good systems was the gift you gave yourself and your business last Christmas. Although, you have to admit, it was a challenge, getting everyone onboard. Sadly, some of your employees thought that “gift” of order was a definite “bah-humbug.” And they were sure your new Process Manager was Mr. Grinch, as he worked tirelessly to make every station, every department more efficient. A few “scrooges” even left the company during that process.
However, the ones who stayed learned something about the real spirit of business — continual improvement. Due to the new systems, jobs are being fulfilled on-time, even ahead of schedule; and your waste ratio has decreased, dramatically. Best of all, your customers are merrier than ever. And the gift of good systems keeps on giving — increased productivity has allowed for the purchase of some equipment upgrades, more advertising; not to mention, some long-overdue raises. Even some Christmas bonuses! And all because you made the decision to take your company to the next level.
So, now that you have well-running systems and can actually enjoy some time off for family at Christmas — do you still need a process manager?
The Process Manager | Grinch or Santa Claus?
A Process Manager is the necessary administrator of the step-by-step processes that run a business, from beginning to end, and from opening to closing. Moreover, he or she will design, audit and improve, continually, ALL business processes for the business.
You might say, a process manager is the “Systems Czar” — one who manages the system that manages the employees! No need of micro-management, as employees just follow the systems.
That’s what smart franchise and independent companies do. They employ someone for the position of process manager, whose chief duty is to document, in written form, step-by-step procedures for process flow and how it works.
Most importantly, the process manager or System Czar,”monitors all processes; continually looking for ways to improve them. As a result, the System Czar earns his or her pay by cost savings generated through better process management and eliminating waste.
NOTE: All documented processes are integrated in the company’s Operations Manual, which is easily accessible to all members of the organization.
System Czar | Process Owner for Small Business
In a small business, at the beginning stage of documenting processes, the person given the role of System Czar/process manager, should be the actual business owner. Every small business owner should know how his or her company operates, from beginning to end. Hopefully, they have a vision for where the business is heading. Therefore, the owner needs to lead their team in documenting how the business will run and look. This will implement a more peaceful culture.
Edward Deming of the Deming Award stated; “If you can’t describe what you are doing as a process, then you don’t know what you are doing.”
Once the documenting and implementing of the main processes is completed, the owner can then delegate the role of System Czar to someone they trust. At this stage, the process manager would be an appropriate choice; adding the duties of System Czar to their current position. The reason being, the process manager is administrator of daily production and service workflow. Moreover, when the process management system is up and running, to sustain it — just a little tweak here and there is all that’s required.
The System Czar | Position Tools
The System Czar administrates ALL non-conformances in the production and/or service cycle, using a Corrective Action System. CAPA Corrective Action is a system/tool for the continual improvement of all production and/or service processes.
Our company developed a system called the System Buster Locator, an automated system for tracking non-conformance. It’s also used by ISO companies whose goal is zero errors.
The System Czar Position as a System
Consider the System Czar/process manager position as a SYSTEM itself, versus just a job position — systematically documenting their role as if it were any other process. All their duties would be documented, step-by-step, in a Daily Routine Checklist, along with a Quality Assurance Checklist.
In other words, systematizing their role, versus trusting a vague Job Description document, assures a business owner control of the System Czar system. This is using the same method of controlling production and/or service processes. Consequently, the business owner manages a system, versus managing the person.
We want to share with you a FREE example of a System Czar/process manager Daily Routine Checklist. This can be used as a template to create your own system for your industry. Simply click here, or the graphic above.
Checklists are solutions/tools to observe not only HOW managers are performing, but also WHAT they are performing throughout the day. Remarkably, these control checklists, used by a System Czar/process manager, are the “eyes” and “ears” of a small business owner.
Check out the Gift of Systemization, for a merrier Christmas and a more prosperous New Year!
Did I mention? Great Systems Work!
Philip Beyer, founder/president of Ebiz Products LLC and founder of Beyer Printing Inc. in Nashville Tenn., is a chronic entrepreneur, business systems analyst and consultant. Author of "System Busters: How to Stop Them in Your Business" and recipient of an InterTech Technology Award for the design and development of System100 business process management software. Beyer speaks to business owners across the country on how to bring lean, sustainable order to their businesses. Contact him at (615) 425-2652.