All your salespeople, accountants and other employees should work on the basis of not just a prescribed, but a drawn business process. Cashier, salesperson, sales consultant should work on the basis of pictures. All his movements, facial expressions, reflections should fit into comics.
Eye contact, greeting, counting money, rolling goods, goodbye - these moments should be spelled out and drawn. There is such an expression - the devil is in the details. Any moment that is not spelled out will become a source of problems in the future. You shouldn't even have the thought, "This is self-evident." It goes without saying nothing. Let's say for you to smile at the client is in the order of things, but for the person you hired as a cashier, it is not.
You need to start writing business processes from the most problematic areas. Any manager has “holes” - a clash of interests between departments. A universal example that is present in almost all types of business: salespeople hate accounting, and accounting hates salespeople, because they do not collect the primary, considering it the task of accounting. To start writing business processes with obvious things, for example, with how sales happen, is not just a mistake, but stupidity. Start with the worst, move from complex to simple.
When walking, a person constantly falls, but immediately substitutes the next leg - he does not think about it. Business processes should not exist in the form of Talmuds, but in the head.
In our company, there is even a business process for going through a search.
Let me explain how business processes are written using the example of such a universal business process as recruiting.
There is an array of recruiting - from secretary to facility manager. There are incoming documents - applications. There is a final document - this is an archiving of either a job seeker for a position, or an application in the HR department or a data set. The application reflects how much an employee costs, how long he must be selected, what qualifications he has, etc., and documents incoming and outgoing, for example, approval from the security service. And as part of a business process, everyone is subordinate to the owner of that business process - the HR director - including the company owner and the CEO.
According to this scheme, all business processes are prescribed, only different people sit at the head of the table. For example, in a business budgeting process, this is the CFO. Budgeting for a company starts with funding requests, from an HR head requesting paper clips to a company owner requesting a new secretary. All this is registered in the budgeting system, incoming and outgoing documents are registered.
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