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Pillar 2 systems and processes by Safaraz Ali delivered to Pathway Group team

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

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Pillar 2 systems and processes by Safaraz Ali delivered to Pathway Group team

  1. 1. THE THREE PILLARS By Safaraz Ali PILLAR 2: Systems and Processes MARCH 2018
  2. 2. Numbers Winning Mindset Systems & Processes THE 3 PILLARS
  3. 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. 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. 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. 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. 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. 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. 9. Would you still do things the same way or would you designing your processes around your business?
  10. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 20. JUST START. . . Once you do you will find you uncover things you have never thought of before

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