Q. HOW DO I EMBED PROCESS INTO MY BUSINESS?

A. Process is vital for the smooth operation of any business irrespective of size.

At the very simplest level this might be the process of how customers are dealt with which, of course, has to be consistent.

Even if we’re talking about a sole proprietor with no staff, this sort of process is still necessary.

But once we start talking about businesses that employ people then process becomes even more important because now that same level of consistency has to be delivered by different people at different times.

My advice would be to start by getting every member of staff to complete their own

job description or role profile.

This should include every task they are expected to undertake, no matter how infrequently.

Part of this task should also include how and when each member of staff interacts with different stakeholders – both internal and external.

Then, the Director or Owner should create a hierarchy model to articulate lines of reporting and responsibility.

At the same time, a process map can be created for every task taking into account the impact on the customer, staff, finance and risk.

At this point you should have an operating model for your business.

The next step is to train the staff appropriately and maintain a programme of training and coaching.

And finally develop a weekly or monthly checkpoint system that allows you to monitor your staff’s performance in key result areas to ensure that your model is being followed and hence becoming embedded.

The earlier in the life of your business you can do all this, the better.

For obvious reasons it becomes harder when you are having to battle already-embedded habits.

* For more information go to www.ethicalbusinessmentoring.co.uk or ring 07496 833803