1 taking control, stabilizing your business and preparing for growth presented by: linda hale and...
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Taking Control, Stabilizing Your Taking Control, Stabilizing Your Business and Preparing for GrowthBusiness and Preparing for Growth
Presented by:Presented by:Linda Hale Linda Hale
andandJerry ArmstrongJerry Armstrong
Copy Right © All Rights reserved to Best Directions and Jerry Armstrong 2010
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2 Best Directions, 440-985-3332, [email protected]
We can’t grow in this condition.
We don’t know what is happening in
our own office.
What do you mean by take
control?
Our company is
stable!
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• 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
Taking ControlTaking Control
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• Is establishing a good structure/framework – Creating a Solid Foundation– Standardizing– Controlling
• Is providing good communication Methods
Stabilizing Your BusinessStabilizing Your Business
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• 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)
Preparing for GrowthPreparing for Growth
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Policies
Procedures
Work Instructions
The ToolsThe Tools
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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”?
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Getting on the same Page:
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• CIA• WASP• SOS• WIN• SAR• SOP• A&W• BA
• ITIL• ISO• AAA• DVD• FBI• UA• OH• BAR• IIBA
Do you know what the following Acronyms stand for?
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How did you do?
Best Directions, 440-985-3332, [email protected]
• 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
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DefinitionsDefinitions
What are Policies?
Policies:Policies are rules established by management.
All procedures and work instructions are governed by policies.
10 Best Directions, 440-985-3332, [email protected]
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DefinitionsDefinitions
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.
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DefinitionsDefinitions
Work Instructions:Work instructions describe and document specific tasks associated with each activity and explain how each task is performed.
12 Best Directions, 440-985-3332, [email protected]
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Policies, Procedures and Work InstructionsPolicies, Procedures and Work Instructions
Best Directions, 440-985-3332, [email protected]
Policies
Procedures
Work Instructions
ReceivingPurchasingAccounting
Planning
Departmental Policies
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Policies, Procedures and Work InstructionsPolicies, Procedures and Work Instructions
Best Directions, 440-985-3332, [email protected]
Policies
Procedures
Work Instructions
Receiving
Purchasing
AccountingPlanning
Departmental Policies
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Examples of Topics the Entrepreneur Should AddressExamples of Topics the Entrepreneur Should Address
• Internet Communications and Social Media• Financial• Production• Sales• Business Continuity• Regulatory
15 Best Directions, 440-985-3332, [email protected]
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Effect on the Bottom Line and GrowthEffect on the Bottom Line and Growth
• Customer Satisfaction (Internal and External)
• Controlled Run Time• Quality• Employee Morale• Found or Missed Opportunities
SalesProcess ImprovementSoftware Planning and Selection
• Audit Results• Fines and Penalties
16 Best Directions, 440-985-3332, [email protected]
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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)
17 Best Directions, 440-985-3332, [email protected]
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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
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Case Study
Truck LoadingUse of Standard Work Instructions
(SWIs)
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Case StudyCase StudyTruck 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
20 Best Directions, 440-985-3332, [email protected]
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Developing Good Procedures and Work InstructionsBest Cycle
21 Best Directions, 440-985-3332, [email protected]
Identify the Need
Improve Process
Stakeholder Input
Develop Work Flows
Develop and Write
Review
Disapprove
Cycle Diagram Copy Righted © All Rights reserved to Best Directions 2010
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Maintaining Good Procedures and Work Instructions
22 Best Directions, 440-985-3332, [email protected]
and Ensuring Continuous Improvement
Stakeholder Input
Develop Work Flows
Develop and Write Review
Communicate Train
Post
Periodic Review
Approve
Disapprove
Best Cycle
Cycle Diagram Copy Righted © All Rights reserved to Best Directions 2010
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StandardizationStandardization
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
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ComponentsComponents
• Policy
• Purpose
• Scope
• Definitions
• Responsibilities
• Detailed Steps
• Related Documents
SOP and SWI Standard
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Communicating / TrainingCommunicating / Training
• Employees, Vendors/Suppliers, Customers
• How do you effectively communicate
– Written
– Posted online (intranet and internet)
– Hard Copy
• Training– Hands on / Demonstrations / Computer Based
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Things to ConsiderThings 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
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Return on Your InvestmentReturn 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
27 Best Directions, 440-985-3332, [email protected]
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Remember!Knowledge is Power.Take Control of your
Business and its Future.
Best Directions, 440-985-3332, [email protected]