The Three Pillars of Sustainable Business Growth Discussion with team on Pillar 2 - a refresh session and opening conversation for change

1. THE THREE PILLARS
By Safaraz Ali
PILLAR 2: Systems and Processes
MARCH 2018

2. Numbers
Winning
Mindset
Systems
&
Processes
THE 3 PILLARS

3. Numbers
“If you can’t measure something,
then how can you improve it?“
Numbers aren’t just about financial
performance such as revenue and
contribution, but are the thread
throughout the business
Numbers should be used to understand
and improve customer satisfaction and
business growth, staff morale as well as
performance, and of course measuring
and improving all processes

4. Systems
&
Processes
Give Clarity and allows Cultivation and Consistency
within the business
“Without continuous improvement you are
working on autopilot with criticism the only
reason for change”
The right systems encourage innovation by
promoting regular improvements whilst ensuring
consistency, maximised productivity and reduced
wastage
“Making the business lean and agile”

5. Winning
Mindset
Its about Ownership, Accountability and Responsibility
A wining mindset gives you the ability to react
“Taking action is key”
Business is continually changing and in addition the way we
learn changes
With this comes the acceptance that experience means less
and less
What was the case 3 years ago might not exist anymore and
what is the case now I can guarantee is not going to be the
case three years from now
Seeking personal Growth – Personal development first
Being really “open minded” taking ownership of
accountability and responsibility

6. Systems
&
Processes
Give Clarity and allow Cultivation and Consistency
within the business
“Without continuous improvement you are
working on autopilot with criticism the only
reason for change”
The right systems encourage innovation by promoting
regular improvements whilst ensuring consistency,
maximised productivity and reduced wastage
“Making the business lean and agile”

7. Did we design our business systems and processes in
the first place or did they just end up that way?
“This is the way I was shown”
Why do we do it this way?

8. We need to review our entire business function
every step of the way
If you had a clean slate what would you do?

9. Would you still do things the same way or would
you designing your processes around your
business?

10. Remember only keep things that drive the Business
Its not an exercise in making what we have better.
It needs to be more about a real transformation for
the business process

11. Every step needs to be initially designed from the
customers perspective
We need to make sure we don’t fall into trap of
looking at what is the easiest, cheapest or quickest
way forward
“We need to focus on the right way”

12. WE NEED TO:
Put all our focus on the customer and then work out
how to get there
Make a distinction between the customer experience
and the internal workings and processes of the
business

13. Enquiry TNA
Initial
Assessment
Signup Delivery
Design things in a straight-line-process
We can add contingencies later
Basic Customer Journey from enquiry to delivery

14. Enquiry TNA
Initial
Assessment
Signup Delivery
“Customers are only human and we need to
accommodate this”
Every contingency we build into the system should drive the
prospective customer back to one of the above milestones

15. 1 •Find holes – steps we've missed
2 •Make it amazing how can we improve it
3 •On-site measurement
REMEMBER WE NEED TO

16. REMEMBER TO FIND HOLES :
We need to make sure we have not missed anything
fundamental to the business
There may be things that we take for granted that we
have not captured
We will need to build these into our systems and
processes

17. MAKE THINGS AMAZING
We should Brainstorm thinking out of the box
Consider the what not the how!
At this point we should not dismiss any suggestions outright
Write down everything and then explore the ones
that spark conversation

18. ON-SITE MEASUREMENT
Consider what needs changing and how
we will measure the impact of the
changes
What will be the KPI’s

19. THINGS TO REMEMBER
Don’t worry about getting things right the first time
around
Once we start looking at our business processes and
treating it as an continuous improvement process we
will find it will change as the team grows and products
and services evolve

20. JUST START. . .
Once you do you will find you uncover things
you have never thought of before