Prepared for: Simply Better Performance Website – Article Series
19 October 2011
The Things That Get Forgotten By Small Businesses, aka What Big Businesses Don’t Want To Talk about
A quick look at all the articles and books written about small businesses and for small businesses paints a very interesting picture. You will find lots written about how to finance the business, you will find lots written about “strategy”, you will find lots written about how to better the business and in this day and age, you will find lots written about the value of social media such as Twitter, Facebook and so on.
Theses are all very important considerations to the running of a business, but its not the only set of considerations. Rarely will you find anything written about “process” or “process re-engineering” and yet this consideration is key to the success and or failure of the business
Why is “Process” such a key consideration?
Process in simple language is the set of steps required to achieve an outcome such as manufacturing a product, paying bills on time, understanding how to get raw materials from suppliers in on time, keeping customers satisfied and so on.
It is these “steps” in the process and how they are put together that can make (or break) a business. Too many unnecessary steps with lots of wasted time and effort and well, you are probably going to have an unhappy customer at the end of the line.
What big business does but tends to keep it quiet
You may not read too much about it in the press, but big business is well and truly focused on understanding what the customer wants and how they can deliver it in the simplest, most cost effective way.
That means, the fewer the steps the better. It also means the least amount of wasted time, effort and resources expended, then the better for the business because not only will the customer get what they want quicker it also means that the cost to deliver to the customer is reduced. That ultimately means a better bottom line
“Improved customer satisfaction and reduced cost to deliver can simultaneously co-exist”