‘Simple’ Tools of the Trade
Paul, however, did exactly what we instruct our software clients to do when writing procedures:
First, write the procedure keeping in mind others’ ability to read and understand it. Then pick someone who knows little or nothing about the task you want them to complete, and have them follow the procedure one step at a time.
Next, observe how they use, read and respond to the step-by-step prompts on the procedure. As soon as you notice them stopping with that deer-in-the-headlights look, or stumbling in any way, don't just tell them how to proceed, take the procedure back to the drawing board, and rewrite the step or PROMPT with more clarity. Repeat that process until you are certain anyone can complete the task without supervision.
If you can get someone with no knowledge of a task to understand your written procedures, you can be confident that a person who has experience with the task or machine will definitely understand the procedure. Wouldn’t it be great to write even a long, complicated procedure SO WELL, that a 10-year-old kid could understand it?
Writing a procedure is an act of “working ON your business and not IN your business,” by creating systems that empower people to do their work confidently, without interrupting you or others in your company. In fact, if you give them direct access to necessary Standard Operating Procedures (SOP’s), you could be away from your business without getting those pesky calls or e-mails on your cell phone asking you umpteen questions.
Many times, owners and managers assume people should know or remember how to do something after being shown only once. But, SIMPLE TOOLS OF THE TRADE—like well-conceived systems/procedures—can pretty much guarantee a job will be done right.
Yes, it’s time-consuming to write a good procedure! But, remember—you only have to write it ONCE! Think of how many times you’ve been interrupted to show someone how to do one thing or another, over and over. Add up all that interruption time, and then multiply that by hundreds of tasks needing to be done every single day at your company. That’s a lot of time and money saved, that could go straight to your bottom line; and procedures serve as great training tools.
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.