Operations & Service Delivery Processes
By Britain Harvey, Vice President, PMC Solutions
As you work in your business, begin to compile a basic manual for some of the typical tasks you do to serve
your clients effectively. A great way to start is to make a note every time you do something that someone else
could do for you. These may include:
- Bringing on a new client - Tasks included in this process might be how you collect payment details; when you
send out a welcome pack; how and where you enter client details into your CRM system or customer management spreadsheet.
- Managing client billing - Tasks in this process might include how and where you enter details into your invoicing
system; how and when you send out invoices; how you deal with and track down missing payments.
- Making a business purchase - Tasks for this process might include how you create a purchase order; how you
purchase items with a company credit card; how and where to log the purchase in your inventory; how and where to file the receipt.
- Finishing work with a client - These tasks might include sending a thank you email; asking for feedback or a testimonial;
how you plan to keep in touch with customers and sending details of further support available.
- Preparing a range of basic company information sheets which detail the key information you’re likely to need, including
your official business/trading name, your company structure, date of incorporation (if relevant), trademark and copyright info
and the names and contact details of professionals like your bank, accountant, insurance advisor, lawyer, etc.
If all of this sounds a bit daunting and you have no idea where to start, then simply start logging the key activities
you do on a day-to-day basis. You’ll begin to notice the tasks that take up too much of your time, the tasks you hate doing
and you wish someone else would do, and the tasks that you do on a regular basis but have always suspected there is a more efficient way of doing them.
When you have this list, then take a step back and think about how you’d do them if you were starting all over again…then document them.
When the time comes to expand or outsource parts of your business, having the basics in place will help you do this far more smoothly and effectively.
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