CREATING OPERATIONAL EXCELLENCE

Keeping a finger on the pulse of your business will help you weather the tough times and allow you to outperform the competition when the tide eventually turns. However, as it is simply not possible to keep an eye on everything all the time, implementing appropriate systems and processes that work together to alert you when things are going amiss and where the issues originate from, will help you to stay on track.

It is every business owner’s duty to ensure that their business runs efficiently and profitably, and that labour and safety-related issues are addressed adequately. During the course of this series of articles we will touch on the various operational aspects of business, the effect they have and the problems they may cause. We also explore the systems and processes that could help to govern in-store operations. If the in-store systems are not geared to deliver quality products/services, if personnel are not encouraged to perform at their best and shrinkage is not managed, there is no benefit to be had by spending money on external service providers like marketing, labour and safety consultants, and accountants. It is only when the implemented processes are able to provide the necessary answers that you can utilise your business providers effectively to save or make money.

Habit creates routine and routine creates success. As the business owner, it is up to you to create a culture of excellence in your business. By establishing a culture that acknowledges the importance of upholding company rules and regulations, and where staff strive for excellence in the execution of their duties, the goals you have set for the business will be easier to achieve. It is only by striving for perfection that you will even get close to a perfect result — aim lower and your results will be lower still. Educating staff on the importance of upholding systems and processes on a daily basis and igniting a passion and drive within them to do so, is a great way to ensure that they adhere to the company’s rules and regulations.

Remember, a fish rots from the head. As the business owner, when things go awry, start by asking yourself, “What could I have done to prevent this from happening?” If you, the business owner, and your management team cultivate a daily habit of checking that systems and processes are upheld, and understand that staff take their cue from you, you will be well on your way to building a successful business.