Systems and time management

Small business owners often wear too many “hats”–they try to tackle every responsibility within their business.It can often seem as if the more you work, the less time you have. Delegating is one of the easiest methods for “creating” more time. By removing certain responsibilities from your shoulders, you have more time to focus on higher priorities.

Many owners fret that others don’t or won’t do things “their” way. They believe that employees should know how to do a task properly, and scratch their heads in dismay when employees don’t. Often, the owner will conclude that if he wants it done right, he’s going to have to do it. And he falls into a self-fulfilling cycle, because nobody else learns how to do the task. The owner must do it, because nobody else can.

Delegating involves much more than simply handing over responsibility. Delegation requires systems and training if it is to be effective.

Too often a small business owner will throw a task at an employee, provide little instruction or guidance, and then complain about the results. Not only is this unfair to the employee, it degrades morale and adds to the owner’s stress and frustration.

Systems and procedures overcome these obstacles, providing the employee with clear instructions for completing the task. The employee doesn’t have to guess as to the best way to achieve the desired results. As a simple example, if I instructed you to post an article on this blog, you would have a difficult time doing so. At a minimum you wouldn’t know how to log in. If you are unfamiliar with Blogger, you would have to figure out which links to click, how to edit, etc. But if I provided you with a set of instructions you could likely complete the task with minimal problems.

This is the approach that should be taken for all of the tasks within our business, for then we can begin to effectively delegate. Delegation can be a great tool for time management. However, like any tool it must be used properly.

Bottlenecks and systems

Many small business owners believe that problems and frustrations are simply a part of owning a small business. But it doesn’t have to be that way. These bottlenecks–situations that create undesired results–can be eliminated, or greatly reduced, if we have a process for identifying and remedying them.

Problems and frustrations do not go away on their own. They require effort. And the key is to have a process–a method for systematically identifying and resolving these stresses.

1. Identify the bottleneck—Name the problem, frustration, or undesired result.

2. Identify the cause—This often requires probing. Don’t settle for the first answer that pops into your mind. The real cause may not be obvious.

3. Identify the actions that will eliminate or prevent the bottleneck—What actions will lead to the desired results? This will likely require change.

4. Write a detailed list of the steps involved—Make a step-by-step list of all of the actions involved in achieving the desired results.

5. Train and implement those steps—Train the appropriate employees in the procedure.

As an example, let us say that you own a service company. Your employees perform their work in homes and offices, and you frequently receive complaints that your employees are tracking dirt and debris into the customer’s facility. Rather than accept these complaints as inevitable, you can identify the cause and possible solutions, such as removing their shoes, placing a mat at the entrance to clean their shoes, or wear disposable booties.

This is a simple example, and certainly the solution to many bottlenecks is more complex. But if we identify the actions that will lead to desired results and make those actions a part of our company’s operating procedures, we can eliminate most bottlenecks. Different actions lead to different results.

Systems for your small business

Many, if not most, small business owners are insufficiently prepared for the challenges and opportunities that lie ahead when they start their business. Gripped by what Michael Gerber calls “entrepreneurial seizure” they decide, for whatever reason, that they should start their own business. And so they start their business, often with little planning and insufficient capital.

Many believe that expertise in their field is sufficient for success. But technical expertise is only a part of the equation. A successful business must do much more than simply produce widgets. A successful business must deal with marketing, accounting, hiring, training, and much more.

While a business owner can hire experts, outsource tasks, and delegate responsibilities, he must be aware of and possess some knowledge in each of these areas. As the owner he makes the final decisions and sets the strategy. More importantly, he must know the results that he desires and how he intends to achieve them.

There are often multiple ways to effectively to do this. But there is likely one way that is most efficient and effective. There is likely one way that will get the results that you desire with less effort. There is likely one way that you prefer.

As your business grows, you will face many challenges. Not the least of these is employees. And the more employees you hire, the greater your challenges. Maintaining quality and superior customer service become increasingly difficult as your business grows. But with the proper systems in place these challenges can become opportunities. With the proper systems in place, the dreams you have for your business can become a reality.

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