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Processes and systemss

Assemble a team to look into the fine details of company systems and processes. Which systems are leaky and let you and the customers down? What is twenty-two cobbled-together processes and should be just three? You must get your processes to work with you not against you. Here's how.

1. Processes and systems?

Standardised methods of doing things, which save everybody time and ensure key monitoring and running of the business, should happen automatically and make it easier to be successful. Examples might include a regular weekly meeting to review the prospect pipeline', or expenses guidelines. It takes a bit of time to set these up, but once done they look after themselves and pay for themselves many times over: that's a good process or system. They are particularly invaluable during recessionary times when resources are tight and everything counts.

2. Sales System 1

Create a process which allows you to manage the flow of business from prospect status through to won business. This is most easily done through some kind of simply designed form, which may eventually, once it is tried and tested, become an online tool. The essential part of the process is the prospect review, at which each sales person is asked to be accountable for her order prospects before a panel. Is the prospect qualified, when will they come in, what margin will they generate? It's a demanding session for all concerned but the best salespeople learn to appreciate the process, and it certainly weeds out those who are not performing. Most importantly, through discussion and quizzing, you should get a very good idea of the amount and quality of business in the pipeline. You will have an idea of what might actually materialise rather than relying on the naïve optimism of any individual.

3. Sales System 2

Make it easy to generate quotes. Create templates for rapid assembly of the best proposals. Ensure you standardise terms and conditions and legal statements according to the advice of your experts. Ensure they look good, both on paper if they arrive in the post and on screen if they arrive as an attachment.

4. Sales System 3

Have a clear price list and ensure it is fully understood. Ensure that discounting policies are documented and applied. Answer the following questions:

Who has authority for discounting?
How is the level of discounting monitored?
What incentives are there for preserving margin?

5. Sales System 4

Ensure there is a clear system for tracking every prospect and that they are appropriately followed up, depending on the value of business. In financially tricky times, every piece of business counts. Nobody can afford to lose business because they forgot to follow up on the promised day or the sales person was ill.

6. Sales System 5

Celebrate success. Announce wins, good deals and achieved revenue targets. Always remember that the biggest motivator of people is the feeling that they are appreciated.

7. Marketing System 1

The planning round. Competitive edge is derived from the powerful combination of strategy and implementation of marketing, communication, pricing and product development plans. Set dates in the diary well in advance so a 'planning round' can run smoothly and continuously with all concerned aware of dates and responsibilities.

8. Marketing System 2

Create simple documentation which captures the main components of the marketing strategy (e.g. Kotler's 4Ps and appropriate SWOT analyses). Support these with implementation plans showing actions, milestones and responsibilities.

9. Ideas, suggestions, complaints and review system

Create a simple system for encouraging all members of the organisation to contribute great ideas and feedback. Clearly one route for these is via their line-manager and that should be used where the suggested improvement is specific and local (e.g. Why don't we ask just one person to be responsible for that document from when it comes into the office until it has been fulfilled). For wider-ranging ideas (e.g. Why don't we implement flexitime for anyone willing to work an extra thirty minutes at no extra pay for the next six months?) or complaints (e.g., This organisation still has too much hierarchy, no wonder we never get anything done) the possibility of anonymity has advantages. Clearly great ideas should be rewarded. Contributions should be reviewed weekly.

10. Invoicing systems

Clearly invoices are the lifeblood of the organisation. There must be a process which is followed for:

Prompt issue of invoices (with clear layout, explanation of payment terms and contact details for queries);
Checking invoices to ensure no errors;
Prompt posting of invoices;
Checking receipt of invoices (very important in recessionary times where organisations will do anything they can to delay payment);
Chasing invoices if payment is not received on the correct date and
Applying appropriate polite pressure until payment is received.


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