processes, tip, customers, employees, documented, systematized, gather, business, downstream, reference guides, important, company, review, perspective, heidi, upstream, identify, john, customer experience, adding
John Lund, Heidi
John Lund 00:02
Hello everyone, and welcome to MYB2BCOACH five tips. Super excited today to have Heidi from Process Optimizer, just a great company that seen a lot of success here to share her five tips. So Heidi, just to get started want to give a little bit background about what you are in process optimizer and then share your five tips.
Okay, thanks, john. So we put together a two day workshop where we approach your processes with a lean lens, which means that we look at everything from the eyes of the customer, and ask whether or not it's adding value to them and to your business. So I'll dive right into our five tips. So the first tip is to engage your employees. And what that means is really to get an understanding about what the employees are doing and their processes just by asking them and through their participation, you're getting better buy in and you're able to hold them accountable. And you can get their perspective on exactly what it is they're doing, not what you think they're doing. A second tip is to engage your customers. So the same applies to your customers as it did your employees. If you're not convinced that you're adding value, or you're not sure if you're adding value through one of your processes or one of your services, ask your customers. I've had many clients who have asked their customers and have been pleasantly surprised that what they thought was important, and what they were spending a lot of time and effort on was really not important from a customer perspective. So if you're all interested or confused, just be sure to ask your customers.
Third tip, trust but verify. I know you hired smart people in your business, but it's just good business to verify that they're following your processes. So what you can do there is to identify key steps that are critically important to your customers, and then dive in and check to be sure that your employees are following those steps to provide that consistent customer experience. The fourth tip is to review your processes annually. Our businesses are continuously improving and in order to capture that improvement you need to have on your calendar that you're going to review your processes at least once a year. And what that allows you to do is to engage your employees, which was our first tip and engage your customers which was our second tip, and really understand what you can do better by gathering data and reviewing those processes and getting everyone's input to improve them.
The final tip is to separate opinions from data. Opinions have value, but so does data. What I mean by that is to gather data and that can be as simple as just a simple check sheet where you're gathering information as you're completing a process to see what is happening with the process. So that you know that you can if you have to resolve something, you can really do some deep root cause problem solving to identify, discuss and solve that issue. So again, it's important to know that when you have an opinion versus when you've got data to support that opinion. So those are my five tips.
John Lund 03:43
Those are great. Yeah, those are great tips Heidi. It is really appreciated. I know, going through it and having some of my friends go through it. It's been super helpful. It really opens up their eyes to a lot of things in their business. A couple of quick questions for you. One, when it comes to like onboarding new employees, how do you get them so they understand your processes right away? I think sometimes processes are kind of just ingrained in the company over time and maybe a new employee doesn't get systematized to him. What do you what do you recommend when it comes to onboarding a new employee?
That's a great question, John. So I like two different approaches. So first, show them if you've got your processes documented, how they fit in to the process, how their particular department or team fits in and interfaces with other departments. And then secondly, I would recommend them sitting with at least someone upstream and downstream from their process and actually participating in the process so that they can see what the impact of their work has on others, and then others can see how their work impacts this individual. And by those two approaches, you really help different learning styles and reinforcement of your process.
Yeah, I really like that especially sitting upstream and downstream that makes a ton of sense to me. And then finally, sometimes in my history owning a company for a lot of years, I felt like sometimes things were getting over documented or over, you know, systematized. Is that is that something that happened? How do you know that that is occurring in a business?
Wish I could say that that was an anomaly. But I hear that a lot, where processes are documented, but they're documented in such a degree that people aren't able to follow them. They're not useful documents. They're these huge reference guides that gather dust on a shelf. And the way you can tell is if people aren't following them, don't even know they exist, or [if] we've gotten to the point where people are just continually changing them. And that, to me, is a sign that there's just been too much documentation that we haven't focused on that high level and those critical things from a customer perspective.
John Lund 05:59
Gotcha. That makes sense too. Well, Heidi, I appreciate you being on the MYB2BCOACH five tips really enjoyed it and enjoy everything you've done for, like I said, not only me, we've learned a lot from you, but also several of my friends that have used you and they've learned a lot as well. So thank you very much for your time today.
My pleasure, John, and thank you