5 Key Benefits of a Standard Operating Procedures Manual

One of the most useful systems to streamline your business is having a Standard Operating Procedures (SOP) manual.  This manual lists the all the tasks that are essential for your business success, how to do these tasks, and who is responsible for the tasks listed.

This sounds useful, but are there specific measurable outcomes if you have a SOP manual in place?  The answer is a very definite YES.

Your productivity improves, and as a small business owner, you need to be highly productive to succeed.  Five benefits are listed below.

Reduced learning curve/training time for new employees

When someone is new on the job, your well-written and researched SOP can be a lifeline to them to be able to know how things work.  For instance, you can ask your new employee to make all the arrangements for you to organize and attend a workshop in another city.  By referring to the SOP, your new employee will know exactly which travel agency you use with their contact details, which type of car to hire/service to use, how many quotes to get regarding the venue, how to communicate with the workshop delegates, etc. without having to ask you about it all.  It’s a great time-saver and confidence booster for the new employee.

Ensured business continuity

When a key staff member is on leave or not in the office for some reason, work does not have to stand still.  By referring to the SOP someone else can take over the urgent tasks and do them correctly the first time.

Standardized processes

The SOP makes it easy to find out what policies and procedures are in place to handle repetitive situations/tasks.

Delegating tasks becomes a no-brainer

A good SOP will include the organogram of the business, as well as have a short job description and contact details for each staff member. If you need to delegate a certain task, you can see at a glance who will be able to help you or advise you.  You can stop micromanaging, as it is clear who is responsible for what.

Ensure that your clients are getting the best possible experience with you

Because there is a standard way of dealing with client queries, refunds, promotions, follow-up etc., you can make sure that each client is treated fairly and equally, enhancing their interactions with you.  You thus provide the best possible client service.

A SOP is a living document, which is subject to change.  (It is good to review it quarterly). It is therefore useful to have it in electronic format on a web-based collaborative system so that all employees have access to the latest version.

Do you need to put together a clear and straightforward SOP, compiled in simple language to convey practical information?  Please don’t hesitate to contact Virtual Productivity Solutions to help you put it together.  Your business will thank you for it.

Avoid the major pitfalls that send 95% of small businesses into failure

Whether starting your current business is your first shot at being an entrepreneur or your tenth try at freeing yourself from a job you hate, you want to make sure that you fall into the roughly 5% of businesses that succeed…and perhaps you’ll even skyrocket your profits and find your way into the top 1% of income earners.

You can find many recommendations, in the form of different philosophies and ideas, on what it takes to become successful in what you are doing.  However, you want to make sure that throughout the process, you are keeping yourself in check and avoiding the pitfalls that could cause you spiraling into business failure.

There are several mistakes that a beginning entrepreneur can make.  Eventually, these can lead to complications in your business, or even a complete business failure.  Most likely, you can expect the first year to two years to be the most difficult, simply because you will be working the hardest for lowest financial returns.

A lot of the work in these early years includes determining your organizational structure, developing basic business policies and identifying needs for success.  If one of these areas is overlooked or missed, you may find yourself starting over again.

The major way to avoid pitfalls in your business is to make policies and then stick to them.  The policies should include how you will build and maintain strong customer relationships.  It also includes finding the best solutions for getting contracts signed, upholding your work ethic and keeping up the quality of products or services that will keep your customers happy.

At the heart of any successful business is a bold vision and strong policies.  By defining your own policies now, you will be able to find the best customers and will avoid the downfall that many beginning businesses run into.  The terms of service that you create are the ones that will stabilize your success for years.

Not sure where to start in creating your policies? Contact Virtual Productivity Solutions to find out how we can take your vision and translate it into solid policies that will serve as the foundation for your business success.

Be more productive: get on the fast track to business success by outsourcing virtually

If you’ve been working in your business for a year or longer without support, you may find yourself going nowhere fast. It often feels like there just isn’t enough time in the day to get it all day! Do you find yourself saying:

“There aren’t enough hours in the day…”

“I don’t have time to do that…”

It’s a common belief among entrepreneurs that they can (and should!) take the hard road, or that their success doesn’t mean anything if they have help. On the contrary, quick and dramatic business growth is often impossible in the hands of one person alone. To truly succeed in your business involves building teams of professional to support your business in areas that you can’t perform. You can make better use of your time as the owner of your business doing other things.

The idea behind building your own business means you will have ultimate financial freedom and plenty of free time, along with the ability to do work that you love. The key to realizing these goals in a reasonable time frame lies in finding others that you can trust to help you.

Compiling a team of professionals who all have unique abilities but possess the same mindset for success will be beneficial for you to be able to focus on “big picture” thinking to grow your business. Whether you are just starting your business, or stuck at your current level and want to expand, you can easily begin to network to find like minds. These like minds may be missing links to help you find what is needed for your potential. By doing this, you will become more productive as you work with others on the success of your business.

Even though many business owners quit their jobs and get into business because they want to do things on their own and in their terms does not mean that they have to go it alone. By building a reliable support team, you will find the ability to expand on the success that you have only begun to envision.

Are you ready to get on the fast track to your success? Contact us to find out how we can provide the support you need to get there, fast!

The tickler file – then and now

I first encountered this very simple but effective system when working for a lawyer years ago.  Every time we worked on a file, we would reschedule it for follow-up after a certain time.  For instance, if we sent a letter of demand to someone, we had to proceed with further steps if the person had not responded within 14 days.

The tickler file is a system meant to tickle your memory, and to help you keep track of details you don’t want to think about or have lying around on your desk.

This is how we used it.  You have 31 folders – these represent the 31 days of the month.  In addition, you have 12 folders, one for every month of the year.

The daily tickler files help you organize the papers you need for projects that need to be done on a certain day during the current month. For instance, you have sent out a quotation to do work for a client, and you want to follow up within 3 days.  You just stick the quotation (or a small note) into the daily tickler file to be done in 3 days’ time.  Another way to use it is to track whether you need to remind someone about a payment due.  When planning your day, you consult the tickler file to see what you need to do.

As you do each item on the appropriate day, you discard the reminder.  If you cannot do it on a particular day, reschedule it in the file (but make it a top priority, so that it does not get postponed too long).

The monthly tickler files are there to remind you of long-term items.  You could, for instance, have an index card in each folder containing the birthdays for that month.  It is also for items like insurance that you update yearly, or when you’d like to follow up something, say, in six week’s time.

Of course, there is a paperless solution to the Tickler Files.  Best of all, it’s free.  Have a look at FollowUp.  Once you have registered, all you have to do is make a quick note of when you want to be reminded about something, along with the details (eg. Contact details, file details, etc).  FollowUp will send you an e-mail to remind you at the right time.

What systems to you use to remind you of what needs to be done?  Are there easier ways to do it?  Please comment below.

Ways to Address Workplace Conflict

Ways to Address Workplace Conflict

Conflict can be defined as a disagreement between two parties.  This disagreement stems from a perception of a threat to their needs, interests or concerns.  And because it is perceived, emotion is involved.

Conflict can occur between two colleagues, between a manager and a staff member, or between the company and clients.

Some causes for workplace conflict could include:

  • Poor communication channels
  • Unclear policies, procedures and rules
  • Unclear job descriptions
  • Unclear reporting structure
  • Operational changes

Most of these causes can be addressed to minimize conflict.  Yet conflict is a normal occurrence in any workplace. Conflict leads to a decline in productivity.  This is a crucial problem that needs to be addressed without delay.

Some ways to address conflict I have found useful are listed below.

Conflict between two colleagues

  • It is best to focus both parties on the goal.  This can be done by discussing the matter with both parties.
    • Allow each party to state their problem in about 5 minutes or less in front of you and their colleague.  They are not allowed to interrupt or restate their position until they have stated the other person’s position to their approval.  It forces them to look at the other person’s side.
    • Ask each party what they see as the ideal outcome for the conflict.  Which steps would they like the other party to take?  Are there any solutions or better ways to work so that this conflict does not occur again?
  • Another method is using a group meeting for them to air their opinions on how to reach a goal, and then having other people give input into achieving that goal. Often the conflicting parties will gain a more objective perspective this way.  They could even realize that they were not as different as they had initially thought.

 Conflict between yourself and your manager

This type of conflict can sometimes be rather obscure (sensed, rather than outright conflict).  One way to avoid this conflict is by open communication.

It is your job to let your manager look good.  It is essential that he/she be updated on any progress made, problems experienced, etc. Discuss your feelings of conflict with your manager.  Ask for suggestions from his/her side on how you can solve the problem.

It is essential to take the differences out of the emotional sphere into the rational by focusing on the goal or end result the organization wants to attain.

Conflict between the company and clients

It is crucial to actively listen, because someone who initiates the confrontation is not necessarily objective or rational. No one can argue with an emotion.

  • Recognize the emotion.  When a person is upset, they appreciate it if other people can understand what they are feeling (eg. anger, disappointment, feelings of hurt or rejection, etc)
  • Accept the emotion.  By listening actively, you can communicate to the client that their feelings are totally legitimate, and that you understand and accept that they feel that way.
  • Probe the emotion.  Sometimes the issue raised with your company may have its origin nowhere you’d expect to find it.  Probing the emotion diffuses the emotions and opens the door to reason and logic.

While conflict is a normal occurrence in the workplace, it can have a detrimental effect on productivity.  Therefore it is preferable to find the quickest informal resolution to the conflict you can, in order to maximize productivity and save the costs and unnecessary time of a formalized conflict.

What methods do you use to resolve conflict in the workplace?  Please share them below.

10 Ways to stop procrastinating and boost profits

I once knew someone who was a master procrastinator.  He loved procrastinating. He procrastinated too long in submitting a proposal that could turn around his business. On the due date he realized his mistake, and quickly compiled the proposal.  Then he found out that a courier service would take 24 hours to deliver the proposal.  This would mean his proposal would be late.  In the end, he personally flew to a neighbouring country to submit it on time!  Needless to say, because his proposal was hastily slapped together, he was not awarded the contract.  He had however, wasted a whole lot of time and money.

Although this is an extreme example, procrastination can lead to all sorts of problems in a business.  We all procrastinate at some time or other.

Is there any way to overcome procrastination?  Some ideas are listed below:

  • Say to yourself:  “I can do anything for 15 minutes.”  Often starting a task is the most difficult part.  Once you are in motion, it is easier to stick with it.
  • Do the task you dread doing first thing in the morning. Not only will it be behind you, but you will have a pleasant feeling of accomplishment all day.
  • Work with the time available to you.  (Procrastinators tend to have an unrealistic perception of time).  If you estimate that a project will take 10 hours to complete, break it up in to manageable pieces.  Write down each detail of the project, so that when you have a 5 minute break, you can quickly scan the tasks and make a phone call, or schedule an appointment, etc.
  • If you really don’t have time for a task, rethink your priorities.  If something is important enough to you, you will find the time to do it, even if it means getting up 30 minutes earlier in the mornings to fit it in.
  • You don’t always have to start at the beginning of a project. Sometimes starting in the middle makes it easier to go back to the hardest part.
  • Set small deadlines for yourself, and reward yourself after reaching each deadline.  After the project is completed, you can have a bigger reward.
  • Ask yourself if there is a simpler way to do it.  You could be making the task more difficult than it is.
  • Ask yourself what the worst is that could happen if you do the task.  A day enjoying the fruits of your productivity is better than a day wasted thinking how you’d feel about doing the work the next day.
  • Tell someone else what your deadline is.  Being accountable to someone else is often enough motivation to get it done.
  • Remember you are not the only person that can do the job well.  You can delegate it or hire someone else to do it for you.

What works for you?  If you have any good tips on overcoming procrastination, please share them with us in the comment section below!

11 reasons why we procrastinate

Procrastination is putting off tasks that you can do today.

Confucius says:  Do not do today what you can do tomorrow.

In running a business, this is a very sad state of affairs!  The results:

  • Missing opportunities to get new clients and build relationships
  • Customer dissatisfaction
  • Missing deadlines
  • Missing out chances to take your business to the next level
  • Less profit (if you’re lucky enough to even make a profit while procrastinating!)

A blog post on how not to lose employment states: “Making up lame excuses, even when there may be the slightest reality in it, will never justify the work undone.”

Do you procrastinate?

  • Do you often wait until the last minute to start a project?
  • Do you often put off making a decision about something?
  • Are you waiting for “the right time” to make that dreaded phone call, confront a lazy employee, or to prepare for your sales presentation?

Procrastination leaves us with an uneasy feeling of doom somewhere in the future.  Our productivity levels are impacted, because we cannot focus on the tasks at hand, knowing there is something we should do but we are avoiding.  Yet at some time or other, we are all guilty of procrastinating.

We know that procrastination is something to avoid, so why do we procrastinate?

Some reasons we procrastinate:

  • We feel overwhelmed (often because of an overload of information/details)
  • We get distracted
  • We think the task is more difficult than it is
  • We think the task will take more time than it does
  • Fear of success. If you complete it successfully, will you be able to keep up the momentum?
  • Fear of failure.  What if it is not good enough?
  • We’d rather be doing something else.
  • We hope if we wait long enough, the problem will go away.  The project will be cancelled, the employee will suddenly become productive, etc.
  • We want to do it perfectly.
  • We don’t want to assume responsibility.  After all, if I don’t do something, I cannot be criticised for it, can I?
  • We claim to enjoy the last-minute adrenaline rush.  We claim to thrive under pressure.

Can you identify with any of the above reasons?  Are there additional reasons you procrastinate?  Please share them with us below!

Tweaking your system can have a huge impact on productivity!

When you examine your business with the eye on increasing productivity, remember that it is seldom necessary to make major changes.  Rather look at what you have, and then find ways in which to streamline it.  The illustration below is an example of a small change that made a huge difference.

In an open groove mine in Johannesburg (South Africa), the production manager was not satisfied with the rate at which ore was brought out of the mine.  He was sure it could be improved on.  Sitting in his beautiful office with a view over the city, he decided that the problem was in the equipment, which was rather dated at the time.  So he ordered new loading equipment and new trucks.  It was a tedious process because of all the red tape in the organization, but a couple of months later the new equipment arrived.

The production manager eagerly awaited a report of increased productivity.  He was surprised and disappointed when he realised that there was no significant increase in productivity with the new machines.

Sitting behind his desk, he decided that the problem surely must be with the operators of these vehicles.  They probably did not know how to operate the new heavy duty machinery.  He then arranged training courses in driving and operating heavy machinery for all his mining staff.  The mining staff enjoyed the break from work, with the accompanying free meals and tea-times during training.  Once back on the job, they tackled their jobs with enthusiasm.

The production manager eagerly awaited a report of increased productivity.  His rage boiled over when the report showed only a slight increase.  He flew out of his comfortable chair, left his plush office, donned a working outfit and visited the mine for himself!

At the open groove mine, the problem was evident immediately.  Because of a rock jotting out on the side of the road in one place, only one vehicle could go either up or down at a time. Traffic going up and traffic going down had to wait for each other at that spot.

The surprised production manager had the rock blasted away immediately, and the traffic started flowing freely.  His next productivity report was very rewarding.  Production had more than tripled.

What “rocks” are preventing you from achieving optimal productivity?

My productivity journey

my-productivity-journey

In 1998, I started working at a newly formed directorate within a government department. The first day I walked into the office, there was not even a pen or computer available for me!  Yet, our director was an excellent leader with a very clear vision.  She was able to motivate the growing staff in such a way that the directorate became one of the most productive within government!  In fact, the staff were so motivated that they even spent some weekends working (unpaid), wanting to reach the goals of the directorate.  Close friendships formed between the staff members, and there was a general feeling of fun and goodwill at the office.  Most of the staff members were given merit awards and raises for their outstanding work yearly.

Having spent the prior 3 years temping for various companies in various industries, I started wondering how it was that some companies were highly productive and positive, while at other companies there was a high staff turnover with little productivity.  Was it only leadership?

When asked to do a training skills audit and organize the necessary training for the directorate, I started a study into productivity which led me to exciting discoveries regarding workplace productivity.  I wondered whether one could develop a system to analyze and correct areas of reduced productivity in an organization.  Over the next few years, I developed and refined this system and found it highly effective in all the organizations I was exposed to.

Just because something has always been done in a certain way, does not mean that I have to accept that way.  If I can think of a better way to do something, why not?

Having run my own business, I have come to hate any wastage in an organization, whether it involves money, manpower, machines, method or  materials.  To get the highest return of interest on your investment, should you not find ways in which to optimize your input?

I enjoy analysing and pulling apart and restructuring information.  So much more when it helps people to reach their goals of being more productive!

When analyzing an organization for reduced productivity, my report may upset certain individuals because I cannot compromise my integrity by coating the truth.  I do, however, try to tell the truth as gently as possible.

I believe that my system for analyzing productivity in an organisation is unique.  It is not only unique – it works!

I also enjoy overseeing the implementation of solutions to areas of reduced productivity.  I learn to know the people I work with well, and it is wonderful to see the change in morale when they suddenly realize that they are more productive!

Are you slaving your way towards poverty?

Thomas felt very productive at the end of his work day.  He had crammed in 6 meetings, and rushed through a myriad of tasks and phone calls and gotten them done before heading for the gym.  He felt really good about himself.  He was the guy that knew exactly what was going on in the business, and without his input the business would be lost.  That is why he had not taken a vacation in 4 years.  The business simply could not function without him!  However, Thomas did not mind, because he thought that the faster his pace of life, the more value he had as a person.  Thus he desperately tried to cram as much as possible into his days.

Unfortunately Thomas confused being busy with being productive.  He had lost sight of the business goals, and as a manager, had forgotten that his task should have been facilitating the workflow instead of actually doing the work himself.

Ralph Keyes stated that:  “Only by stepping back can we spot … how addictive it is to be rushed and busy.  … Business can keep us from having to reflect, risk intimacy, or face the void.  … We’re never forced to ask ourselves what really matters.

Ernie J Zelinski, in his book titled The Joy of Not Working, defines peak performers and workaholics this way:

A peak performer (ie. someone who is productive)  is someone who…

  • Works regular hours
  • Has defined goals
  • Delegates as much as possible
  • Has many interests outside of work
  • Takes and enjoys vacations
  • Has deep friendships outside of work
  • Minimizes conversation about work matters
  • Can enjoy “goofing off.”
  • Feels life is a celebration.

A workaholic, on the other hand, is someone who…

  • Works long hours
  • Has no defined goals (works simply for the sake of working)
  • Cannot delegate work to others
  • Has no interest outside of work
  • Misses vacations to work
  • Always talks about work matters
  • Is always busy doing something
  • Feels life is difficult.

Unfortunately for Thomas, a year later his company hit the rocks.  No amount of blind activity could save it from disaster.  What a pity he had not taken to heart the words of Plato: In order to seek one’s own direction, one must simplify the mechanics of ordinary, everyday life.