Standardised process - Do I need one?

What is a process and do I need one?

Every business needs process, but not all businesses have them standardised and documented in some way.

Every time you complete a task you go through a process to do it. It should be the same every time, but is it? Do all of the team do it the same way?

Standardising the process and recording it will result in better efficiency within the business. It will improve the customer experience, giving a consistent level of service to all customers by every team member. Added to this you will have produced a great staff training and management tool.

What is often not considered is that many staff actually like a standardised process. It gives them criteria or a guide of what is expected within their role. Processes and policies can lead to a better work environment for the whole team.

I have seen every version of written process, varying from a door stop of a manual to a one liner on a sheet of paper. In depth manuals often don’t get read and are a pain to update. For this reason they very often are not updated at all and generally gather dust on a shelf. However you do need a little more that a one liner.

Why bother, it will take too long to do!

It may seem like a mammoth task to put them in place, but imagine a world where every staff member has a guide on how to perform a task. If they have a quick reference guide, could the staff members operate more autonomously? Less questions and less time wasted. A type of Eutopia, now wouldn't that be nice?

By the way , I am not just talking about the main operations in the business or processes within specific job roles, which are needed. What about other tasks like how the tyre machine works, or how do I change the paper on the credit card machine. Try to include “how to” guides that may save time when under pressure, like removing the paper jam in the printer. These might not be essential at first but small processes or guides can be added as time goes on.

These are processes that current and new staff can refer to, especially when the task is not a repetitive one and might only get done once a month or less. It’s a reminder of how to do something. Think about it, how much time might it save in the long run? It also makes on-boarding new staff and cross training roles in the event of sickness easier.

Who will use the process?

Once a process is in place it should be followed by all relevant team members, after all this is how your business will become more efficient. Look at the big chains, process is key and they are efficient just by having a good process. They then manage the business and people by the process.

The staff member who consistently forgets something or does it “their own way” because it’s better, may well have a point and maybe the process needs to be changed. However, if this is not the case and “their way” is just easier whilst cutting corners, then having a process will enable you to manage the situation. It can identify training gaps within the team. Questions can be asked as to why the process is persistently not followed.

It's worth noting that often a process is not followed as the team members do not understand why it is important to do something in a specific way. Explaining the process and the reason for it, are key steps in the implementation.

“We have a process, but no-one follows it”

Why does this happen?

The process is not fit for purpose. Very often the process may seem good to one person but not to others or just does not work well. In this case the process should be changed to a suitable working model.

The team do not follow it as it is easier not to. Analyse why it's not being followed? Do they feel it does not work or do they not understand the importance of why it should be followed?

The management do not follow the process. Remember, the whole team need to follow the process, and yes that includes you Mr or Mrs Boss! If you don’t then what does this say about the importance of the process?

The process is not managed and checked. It needs to be managed and checked since just accepting that no-one follows it makes it a pointless exercise.

So what does my process need to be?

In essence a process can be anything you make it, but here are a few pointers to get you started.

Make it cover all of the task you intend it to. Initially include every step, no matter how small. Involve the team members if you want to. This ensures a good working model.

Then streamline it. You might streamline it two or three times to make it more concise and easier to follow before finalising it. It does not need to be war and peace.

Remember they don’t have to be written. Short video’s are very often easier for staff to understand, quicker to make and even quicker to amend when the need arises.

Make sure the processes work in harmony, fitting together as roles cross over. Each staff member can then see how the tasks they are doing have an impact on the next task and team member.

Ask someone else to check the process. What is clear to you may not be to someone else. Don’t be afraid to change it as time goes on.

Take time to explain the process to the team.

Constantly monitor that the processes are working, if not change them.

Hopefully this has given you a small insight into processes for your business and where they might help.

If you would like to discuss implementing or managing processes in your garage business, then please get in touch.