Case Studies
Need some inspiration for the case behind clearly defined processes and procedures? Read on!
Service Desk
Service Desks and Call Centers offer great entry-level job opportunities for a variety of resources. That's great! As long as you have a comprehensive set of skillfully defined and documents processes and procedures to ensure consistent service delivery!
The smooth execution of your operating procedures surrounding key activities such as logging tickets, placing customers on hold, and escalating issues an increase in customer satisfaction and a reduction in operating costs is very likely!
The smooth execution of your operating procedures surrounding key activities such as logging tickets, placing customers on hold, and escalating issues an increase in customer satisfaction and a reduction in operating costs is very likely!
Care Management
Imagine an insurance company with over a hundred nurses responsible for handing thousands of care management cases...
Management certainly doesn't want each Nurse to manage their case load differently. There are care standards to be considered and literally life or death outcomes at stake.
Defined processes and procedures aren't just for low skill-level jobs or mundane responsibilities. Skilled Resources responsible for patient care also need clearly defined procedures to ensure good practices and accordance with regulatory obligations.
Management certainly doesn't want each Nurse to manage their case load differently. There are care standards to be considered and literally life or death outcomes at stake.
Defined processes and procedures aren't just for low skill-level jobs or mundane responsibilities. Skilled Resources responsible for patient care also need clearly defined procedures to ensure good practices and accordance with regulatory obligations.
Doctor's Office
What's that saying about the master baker isn't the best resource to run the bakery?
If you're a medical professional running your own medical practice you know from first-hand experience a well-run office doesn't happen on it's own. And if your Office Manager holds the keys to the castle, well that's not a comfortable position to be in.
Clearly defined processes and procedures empower medical professionals with the tools they need to ensure a consistent patient experience, alignment with HIPPA requirements, and optimized front and back-office operations.
If you're a medical professional running your own medical practice you know from first-hand experience a well-run office doesn't happen on it's own. And if your Office Manager holds the keys to the castle, well that's not a comfortable position to be in.
Clearly defined processes and procedures empower medical professionals with the tools they need to ensure a consistent patient experience, alignment with HIPPA requirements, and optimized front and back-office operations.
HOA
Managing an HOA office can be a little tricky. Especially when it comes to keeping homeowners happy. Should the squeaky wheel get the oil or is the community better served with consistent service?
Even the smallest of operations can benefit from clearly defined processes and procedures. Logging a Resident's Maintenance Request, Ordering Supplies, Maintaining Pool Chemicals, and Handling Emergency Power Outages, it doesn't take long to come up with a healthy list of procedures that should be executed consistently by the HOA staff!
Even the smallest of operations can benefit from clearly defined processes and procedures. Logging a Resident's Maintenance Request, Ordering Supplies, Maintaining Pool Chemicals, and Handling Emergency Power Outages, it doesn't take long to come up with a healthy list of procedures that should be executed consistently by the HOA staff!
Coffee House
Whether you own a coffee house, a corner deli, a sandwich shop, or some other kind of shop, you inevitably rely on resources to help you run the show!
However, leaving resources up to their own devices usually doesn't end well... Customer satisfaction can quickly go down while operating costs go up.
Clearly defined and skillfully crafted processes and procedures allow you to set the standards for how you want your establishment to run and customers served!
However, leaving resources up to their own devices usually doesn't end well... Customer satisfaction can quickly go down while operating costs go up.
Clearly defined and skillfully crafted processes and procedures allow you to set the standards for how you want your establishment to run and customers served!
PMO
If you've ever had responsibility for a Project Management Office (PMO), you know first hand how hard it can be to get a group of diverse project managers to consistently track projects. And without consistency, you're like a fish out of water when it comes to reliable performance measures.
Don't think for a moment that clearly defined processes and procedures are reserved for junior-level job functions. That's simply not the case.
A comprehensive set of standard operating procedures ensures consistent project tracking across all resources (both employees and 1099 Contractors) which empowers the PMO to rise to new levels of performance!
Don't think for a moment that clearly defined processes and procedures are reserved for junior-level job functions. That's simply not the case.
A comprehensive set of standard operating procedures ensures consistent project tracking across all resources (both employees and 1099 Contractors) which empowers the PMO to rise to new levels of performance!
Church Volunteers
Although a church or synagogue may be a non-profit, these organizations are still "businesses" of sorts faced with similar challenges encountered in for-profit entities.
Clearly defined processes and procedures can be an incredibly effective tool in helping to guide volunteers, part-time resources, and contractors.
Operating according to defined standards empowers the leadership team to ensure things get done in a manner that aligns with the vision and mission of the non-profit.
Clearly defined processes and procedures can be an incredibly effective tool in helping to guide volunteers, part-time resources, and contractors.
Operating according to defined standards empowers the leadership team to ensure things get done in a manner that aligns with the vision and mission of the non-profit.
Software Implementations
If it's happened once, it's happened a million times. A company invests a sizeable amount of money in a robust technology solution. Streamlined automation promises a promising ROI.
And then reality sets in. Although the technology gets installed and implemented... the end result is less than optimal. Although people are "trained" in the software functionality, they aren't empowered with a set of clearly defined step-by-step instructions for how to consistently use the features and functionality. If the wheels don't fall off the bus, they often come close to it!
And then reality sets in. Although the technology gets installed and implemented... the end result is less than optimal. Although people are "trained" in the software functionality, they aren't empowered with a set of clearly defined step-by-step instructions for how to consistently use the features and functionality. If the wheels don't fall off the bus, they often come close to it!
Solopreneurs
When working as a solopreneur, you know what it feels like to be a jack of all trades. But as things start to take flight, you'll need to hand off some of your responsibilities to someone else.
Clearly defined process and procedures are an excellent way to ensure things are done the way you want while maintaining control of your up and coming business!
Clearly defined process and procedures are an excellent way to ensure things are done the way you want while maintaining control of your up and coming business!