Nick Roberts

 

Many clients I speak to are turned off when business systemisation is mentioned, thinking that it only applies to bigger or manufacturing businesses or is too complicated to worry about. However, this is a topic that can be of key importance and is relevant to businesses of all types and sizes.

Often, the lack of systemisation only shows up when things go wrong. Some common examples include:

• Forgetting to invoice for a sale which is surprisingly common.
  
• Not taking trade references or personal guarantees when allowing substantial credit to new customers.
  
• Paying supplier's bills for goods and services not received.
  
• Employee fraud.
  
• Not taking references for prospective employees.
  
• Forgetting to acknowledge or reward a referral of a good customer which I always find amazing, given the cost involved in obtaining a customer through advertising.

What you need to do is to stand back, have a good look at how your business operates, and then develop management controls and systems for each part of your business. Your systemisation tools should include:

• Checklists e.g. when a new customer is obtained.
  
• Scripts e.g. for selling.
  
• Standard letters e.g. for debt collection.
  
• Templates e.g. for quotes.
  
• The icing on the cake, a detailed operations manual which would record all aspects of the operations of your business.

Think about a franchise. Whilst not all have worked, it is generally accepted that the systemisation involved in a typical franchise makes it a success.

If you have any tax or business queries of any kind telephone 0800 ASK NICK, e-mail nick@abac.co.nz or use "Contact Us" on www.abac.co.nz. The information in this article is of a general nature and should not be relied upon as a substitute for specific advice.