Where to start with systems

I have recently purchased and read a copy of Instant Systems: The Keys To Multiplying Your Business Profits (2004, ActionCoach International Pty Ltd, Brisbane) by well known entrepreneur and founder of the ActionCoach empire, Brad Sugars. It was a quick read, presented in terms that anyone could understand.

It was an interesting book that confirmed that mapping out what you do is a great starting point when it comes to developing business systems. Actually seeing what goes on in your business now, provides the clarity and base-line measures you need to ultimately put systems in place to allow you to work more efficiently, support your new and existing staff and buy yourself the time you need to enjoy the fruits of your labour. Of course this is especially interesting to me given one of judo's most important philosophies of 'Seiryoku Zenyo' or maximum efficiency with minimum effort. http://judoinfo.com/seiryoku2.htm


I take a slightly different view of the first step in systemisation than Mr Sugars, by advocating the development of a service map prior to analysing each function. This provides an eagle eye view of what happens in your business from the point of view of the customer. Although it is important only to do this after reviewing why you are in business in the first place and what you aim to achieve!

Service maps or blueprints were the concept of  manager extraordinaire Lynn Shostack and have contributed considerably to the field of service marketing (Lovelock etal, 2007, 'Services Marketing,' 4th edn, Pearson, NSW, pp. 214-220). As I have already suggested, they are customer based and once created, will allow you to drill down into each function (as seen or exerienced by your clients) in order to look at 'where are we now?' And 'what should it look like?' To me this is like a portrait artist beginning their work with an outline and then systematically adding layers of detail in to complete something that will hopefully tell enough of a story to win the elusive Archibald Prize.

If you are interested in exploring service mapping further, please contact me for details.

Next week we'll look more closely at the processes that follow the service map.

Kind regards
Simon 'At Your Service'