Ok so you've got your service blueprint in front of you. This map, laid out much like a theatre production is a terrific starting point to allow you to think about your processes and the impacts they will have on your customers. At this point I recommend taking each contact point with your clients and flow charting the related functions.
As I have mentioned in a previous post, I am currently using www.lucidchart.com for this purpose in my own business systemisation. I like being able to see the headlines and how they relate to one another and the flow charts are a great way to to this.
Following the flow chart comes the detail. Observe staff and ask for their descriptions of what it is they do, task by task, within each flow charted function. Get this down on paper in as much detail as you can (your aim is to get the detail required so that anyone could pick up your document and after some study, do that task). Review each task with your staff and look for any efficiencies that you could build in and then re-write the details. Include scripts for common inquiries and developments and remember lots of headings to ensure readability and you will need to make sure they are consistent with those in the flow charts.
Compile the details in a systematic fashion, establish a review timetable and rules on updating the documents and you have yourself the framework of an operating system.
Brad Sugars (ActionCoach International, 2004, Instant systems - The Keys to Multiplying Your Business Profits) also suggest careful pre, during and post consultation with your staff to minimise the risk of upsetting them with the process.
It will not be an easy or quick process but it will be well worth while as it will allow you to leverage your time and will ultimately support your staff to do what they do well.
Good luck with setting up your systems at work!
Simon 'at your service'
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