Tag Archives: Systems and Processes

Creating actual processes

Many clients ask me from time to time how they actually design or develop a process for their business.  My simple answer is this:

  1. Take a piece of A4 paper , write on the left hand side numbers 1-30 then begin to think about how a particular component of your business works or the components that are needed. 
  2. By simply creating this list of steps that you complete for each part of your business, you will start to build a process that you can follow.  
  3. Once you have initially created this list of 10, 20 or 50 components into a process, the next key step is to provide this list to other people in your team that are involved in this process within your   business. 
  4. Ask them to review your list, add more detail or components that you may have missed to ensure that we are now developing a really strong consistent process.  
  5. Once this list has been created, get it typed into an excel    spreadsheet using an appropriate template.  

At darrenpratley.com and INK Consulting Associates we offer a template that you can use.  This template is designed so that you can insert new rows to enable you to move and develop your process.  Once this process has been developed into your template, it can now be printed and provided to the team in your business.  At this point we usually advise that there is a one month trial for people to be actually using this process day-to-day in the business.  What you are wanting to receive now is feedback on the process, how it is working and ensuring that there is improved efficiency and consistency.  Once this month’s trial has been conducted, the next step is to formalise the process and ensure that it becomes the consistent format for all events relating to that process.  This basically means that every time a particular job or function is required in the business, there is a process to follow and it will enable your team to provide a consistent, accurate outcome everytime.  

Finding and developing your Effective Business Unit (EBU)

Having a group of people within your business who are all specialists in their areas, is key. Recruiting for these specific people, requires us to be asking the right questions: Here are 6 key questions to ask at your interview:

  1. Give me an example of how you’ve showed initiative and what was the result?
  2. How have you created change in your last role?
  3. Give me your definition of High Performance?
  4. How have you created an amazing customer experience for a past client?
  5. As a member of a High Performing Team, taking responsibility and problem solving is critical. Give me examples of how you’ve done this.
  6. Where do you see your current skills fitting in this role and how can they be developed and complement the team?

Creating the structure for your High Performing team involves having role overviews, establishing expectations, having an activity plan, accountability training and skill development. 

If you need assistance creating your EBU or want help motivating your existing team or creating structure, systems and processes, give us a call.

Anti – Money Laundering And Countering Financing of Terrorism Act

On the 1st Jan 2019 the Anti-Money Laundering and Countering Financing of Terrorism Act (AML/CFT) for Real Estate agents comes into force.  This is a critical piece of legislation that brings with it severe penalties of up to $5 million in fines and jail time. It is imperative that you meet your requirements by the due date to avoid prosecution. 

Therefore, it is critically important to ensure your team has undergone a base-level of training in understanding their obligations and requirements. As part of our ongoing support for real estate offices in NZ, we have partnered with Strategi Group, who are recognised as compliance leaders in this space. Working alongside Strategi, we have Cat Levine to provide your office with 3 key options. 

  1. In-office Team Session: Understanding your compliance requirements as an individual agent. This session is to make you aware of the risks of money laundering faced by your agency and how the salespeople should respond when confronted with such risks.
  2. Supply of a company manual, templates and checklists in order for you to create compliance with legislation. 
  3. In-house risk assessment, where we work with you to create a risk management program and support the implementation across the business. 

To find out more and then book your team session, give us a call on 0800 800 303 or email admin@inkca.co.nz

Getting started

When you have made the decision to prioritise the development of a systems and processes philosophy in your business, it is important to get the entire business to understand the key reason and purpose of this project.  

Once you have committed to get the team involved, we can begin following a process implementation system that will create a greater lift in your enterprise value.

10 key steps to creating a high performance process:

  1. Team meeting to explain purpose of systems and processes development and create buy in from the team.
  2. Identify a list of systems and processes within your business (heading only).
  3. Review each of these headings and decide on what would be an appropriate outcome if this process was followed.
  4. Define what the outcome level in dollar terms, customer satisfaction or business efficiency that you would expect if this process was followed correctly.
  5. Develop a list of activities in the process order that would deliver this outcome.
  6. Create an on-site delivery mechanism that enables your staff and contractors to follow your prescribed process.
  7. Create an audit process to ensure the process is being followed and its effectiveness towards achieving the outcome.
  8. Create a review of actual process outcome versus target and review success.
  9. Research and investigate industry benchmark outcomes that you can measure your businesses effectiveness and results against.
  10. Update and improve the process to move outcome towards target required.

Systems and processes

In working with and talking to hundreds of self-employed business owners, one of the key areas to really improve business consistency and growth, is to spend some time developing systems and processes.  When we take the time out to consider how we provide the unique or special product or services to our clients in the perfect way, we need to record this process and strive to follow it in every case.  In fact this can be improved each and every time we use it.  All aspects of your business can follow this philosophy.  As self-employed business owners we need to ensure our team and contractors provide the perfect outcome for our client every time.  Having written systems and processes makes this so much easier.  We have proven this time and again, helping clients develop better processes that are easier to follow and that create great customer experiences.  If you would like to find out more about how we can help you, please do not hesitate to call.

Key reasons for systems and processes development

When considering your businesses’ systems and processes, invest your time to create these 5 key business outcomes:

  1. Consistency
  2. Service development
  3. Error reduction
  4. Intellectual Property growth
  5. Business value increase