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Business performance management can help companies of every size, from giant corporations to SMEs, better execute their strategy. Learn how. What is Business Performance Management? Business performance management can help companies of every size, from giant corporations to SMEs, better execute their strategy. Learn how. In today’s fast-paced business environment, adaptability, efficiency, and strategic alignment are critical for maintaining a competitive edge. Business Performance Management (BPM) provides organisations with the tools and insights to manage and optimise these elements effectively. Business Performance Management (BPM): The Synergy Between Strategy, Workflow, and Performance Management For BPM to reach its full potential, it must be integrated with both workflow and business process management, underpinned by a strategic framework. This article explores how BPM drives long-term success when these elements work synergistically, offering practical insights for organisations seeking to thrive in a rapidly changing market. Business performance management (BPM) addresses several key issues that can hinder the effectiveness and efficiency of an organisation. Here are the main problems it helps solve: Lack of Clear Goals and Alignment : Without a proper performance management system, businesses often struggle to set and align goals across departments. BPM ensures that strategic objectives are defined, communicated, and understood at all levels of the organisation, fostering alignment between daily operations and long-term goals. Inconsistent Performance Monitoring : Many businesses fail to consistently monitor and assess performance, leading to missed opportunities for improvement. BPM provides a framework for tracking key performance indicators (KPIs) regularly, helping organisations stay on track and make data-driven decisions. Inefficient Resource Allocation : Without visibility into performance metrics, resources may be misallocated, leading to waste or underperformance. BPM helps businesses identify where resources are being used effectively and where adjustments are needed. Poor Decision-Making : Decision-making can become reactive or based on incomplete data. BPM offers real-time insights into business operations and performance, supporting better, faster, and more informed decision-making. Siloed Departments : In many organisations, departments operate in isolation, which limits collaboration and hinders overall performance. BPM integrates different departments, encouraging collaboration, and ensuring that each part of the business works toward shared goals. Inability to Adapt to Change : The business environment is constantly evolving. Without a performance management system, businesses may struggle to respond effectively to market changes or internal shifts. BPM provides the flexibility to pivot strategies and optimise performance in a changing landscape. Lack of Accountability : When there are no clear metrics or expectations, it becomes difficult to hold teams accountable. BPM assigns responsibility for specific outcomes and creates transparency around performance, ensuring accountability at all levels of the organisation. Employee Engagement and Development : Employees may become disengaged if they don’t understand how their work contributes to broader business goals. BPM helps to connect individual performance to company success, motivating employees and providing a structure for continuous development and improvement. By addressing these problems, BPM helps organisations optimise efficiency, improve decision-making, and achieve sustained business success. 1. Defining the Core Concepts To understand how BPM synergises with workflow and process management , we need to define the key components: Business Performance Management (BPM) : A system for monitoring, measuring, and improving business performance, usually through key performance indicators (KPIs) and data-driven insights. Strategy : The long-term, high-level plan that guides business operations, resource allocation, and competitive positioning. Workflow Management : The design, execution, and automation of specific tasks that make up day-to-day operations, focusing on efficiency and smooth task transitions. Business Process Management : The optimisation of end-to-end processes across departments, ensuring that every aspect of the operation aligns with the broader strategic goals. The synergy between these elements allows businesses to not only perform efficiently at the task level but also ensure that each task, and the larger processes they feed into, are contributing to the overarching strategic objectives. 2. The Role of BPM in Workflow Management Workflows are the building blocks of daily operations. However, even the most efficient workflows can become disconnected from strategic goals without proper oversight. This is where Business Performance Management proves invaluable. BPM provides real-time data that enables managers to monitor the effectiveness of individual workflows. Take the example of a marketing department in a mid-sized technology firm. The team’s workflow includes task management for content creation, campaign execution, and performance analysis. While these tasks might be completed on time, BPM can reveal whether the workflow contributes to overarching business goals, such as improving lead generation by 15% over the next quarter. By aligning workflow KPIs with strategic objectives, managers can ensure their day-to-day operations directly support long-term business outcomes. Additionally, BPM identifies inefficiencies . Imagine a logistics company where warehouse operations involve multiple departments handling shipping, receiving, and inventory management. BPM data could show that while the shipping team consistently meets deadlines, delays in inventory processing are affecting overall performance. With this insight, managers can focus on bottlenecks in the inventory workflow, ensuring smooth transitions between tasks and ultimately improving operational efficiency. 3. Driving Process Optimisation with BPM Business Process Management (BPM) is about optimising the full scope of operations, from customer service to supply chain management. Business Performance Management plays a key role in ensuring these processes are not only efficient but also driving the strategic goals of the business. Consider a hypothetical scenario in a manufacturing company that aims to reduce its carbon footprint by 20% over five years. The company’s process management system has been optimised to reduce waste during production. However, BPM data reveals that while waste reduction is occurring, energy consumption during the production phase has increased, which contradicts the sustainability goal. Using this performance insight, managers can re-engineer the process—perhaps automating certain stages or adopting renewable energy sources—to realign with the strategic sustainability objective. Furthermore, BPM enhances process automation by measuring the impact of automated systems on performance. In an e-commerce company , for example, BPM could track the performance of an automated order processing system. If performance data shows that while automation has sped up order fulfilment, customer satisfaction scores have dropped due to errors, the business can refine its automation processes to balance speed and accuracy. 4. Setting Targets for Long-Term Growth A frequent pitfall in performance management is an overemphasis on short-term results at the expense of long-term sustainability. Businesses, particularly in times of crisis, tend to set targets that address immediate concerns but fail to account for long-term goals. For example, a retail company facing a temporary market downturn might focus on cutting costs by reducing staff or inventory. However, with a strong BPM framework, the company can set long-term growth targets, such as enhancing customer loyalty or investing in technology to improve online sales. By using BPM data, the company can track whether short-term actions—such as inventory adjustments—are negatively affecting its long-term goals, like maintaining high customer satisfaction. This approach prevents reactive, short-term decisions that undermine future success. BPM also enables target flexibility , allowing businesses to adjust their goals based on real-time data. A software company , for instance, might set a target to increase product subscriptions by 30%. However, if BPM data shows a surge in customer churn or complaints about the product’s usability, the company can pivot its focus to improving customer support or software functionality before pursuing aggressive sales targets. 5. Balancing Organisational Priorities and Individual Goals For a BPM system to work effectively, it must link organisational priorities with individual employee goals. Processes must be nimble, allowing for ongoing reassessment of targets and real-time communication between managers and teams. Consider a financial services company aiming to boost its customer acquisition rate. By using BPM to break down this high-level goal into individual performance metrics—such as call conversion rates for sales teams—the company can align employee performance with the overall objective. Importantly, this alignment needs to be flexible. If external conditions change (e.g., a sudden shift in the economic landscape), BPM allows the company to re-evaluate both organisational and individual targets to remain agile. BPM also encourages a culture of accountability and transparency. Employees can track their own progress toward goals and see how their individual contributions impact broader business objectives. This alignment helps to foster engagement and encourages employees to actively contribute to organisational success. 6. Fostering Two-Way Dialogues for Success One of the greatest advantages of BPM is its ability to facilitate ongoing, two-way communication between management and employees. For any strategy to succeed, it must be enacted by people who feel engaged and connected to its outcomes. A professional services firm adopting a new client relationship management process, for example, can use BPM to monitor performance metrics like client retention and service delivery times. However, the firm’s success hinges on more than just data—it’s about empowering employees to give feedback on the process. By fostering two-way dialogues, where managers listen to employees' challenges and suggestions, the firm ensures that its processes remain flexible and aligned with both performance metrics and team satisfaction. This transparent communication fosters trust, ensuring that employees understand company priorities and feel empowered to contribute to the business’s long-term success. 7. Integrating Strategy, Workflow, and Performance Management The true strength of BPM lies in its ability to bring strategy, workflow, and performance management into a cohesive framework. Consider the example of a multinational corporation implementing a new digital transformation initiative. The strategy might involve becoming a market leader in digital services within five years. For this to happen, workflow management must ensure that individual tasks—like developing new digital products—are completed efficiently, while process management ensures that these workflows are scalable across regions. Business Performance Management ties everything together by continuously monitoring how these workflows and processes contribute to the overall strategy. If BPM data shows that digital products are being developed quickly but adoption rates are low, the organisation can re-align its processes to improve product marketing and customer education, ensuring long-term strategic success. Characteristics of a Successful Business Performance Management Process Organisations that get business performance management right are competitive machines. Microsoft, Deloitte and Adobe have all adopted continuous business performance management processes and have enjoyed a wealth of success in part because of this. While the exact process will come down to the unique needs of your business, many of these BPM processes share some key characteristics that contribute to their success besides a robust business intelligence solution. The importance effective goal setting cannot be overstated. Clear goals that are meaningful and understood are vital to a successful business performance management process. It allows everyone across the business to align and understand how their tasks and responsibilities contribute to wider business goals. This alignment is important, because a great business performance management process is collaborative. While leadership may turn the initial cogs to implement a BPM process, the best performance goals are strategised between teams, departments and leadership. To achieve this collaboration, there needs to be transparency about the business strategy and performance. Conversations held behind closed doors between leadership will not help staff understand their responsibilities, nor will it empower them to hit performance targets. Potential Weaknesses or Limitations of Business Performance Management Over-reliance on Metrics : BPM systems often place heavy emphasis on measurable KPIs, which may not capture the full picture of business performance. Qualitative factors, such as employee morale or innovation potential, might be overlooked, leading to a narrow focus that misses crucial areas for improvement. Resistance to Change : BPM initiatives often require cultural shifts, especially when introducing new metrics or accountability structures. Resistance from employees or leadership can undermine the effectiveness of BPM systems, leading to poor adoption or inconsistent use. Risk of Short-Term Focus : By focusing on performance metrics, BPM can encourage short-term thinking, where employees and managers prioritise immediate results over long-term strategy. This can limit innovation and discourage investment in initiatives that may not show immediate returns but are essential for long-term growth. Overemphasis on Accountability : While accountability is essential, an overly rigid focus on it may foster a blame culture. This could result in fear of failure, reduced risk-taking, and a lack of creativity, as employees might become more focused on meeting metrics rather than thinking critically about the best ways to improve performance. Lagging Indicators : Many performance metrics used in BPM are lagging indicators, meaning they reflect past performance rather than current or future trends. This reliance on historical data can delay necessary actions or adaptations in fast-moving industries, limiting the organisation’s ability to respond to real-time changes. Potential for Overload : By tracking too many KPIs, BPM can overwhelm teams with data, leading to analysis paralysis. Managers might struggle to prioritise the most critical metrics, diluting focus and making it harder to identify what truly drives business performance. Subjectivity in Goal Alignment : While BPM aims to align goals across an organisation, the process of setting these goals can be subjective, depending on the perspective of management. Misalignment or vague goals can result in teams working at cross-purposes, undermining the system's intended benefits. Undervalues Human Element : BPM systems, in their drive for efficiency and data-driven decision-making, may undervalue the human element of business operations, such as leadership qualities, team dynamics, and emotional intelligence, which are harder to quantify but critical for success. These weaknesses suggest that while BPM can be a valuable tool for improving business performance, it must be implemented thoughtfully, with consideration given to its potential downsides and limitations. To Summarise Business Performance Management is more than just tracking data—it is the engine that drives the synergy between strategy, workflow, and performance management. By integrating these elements, businesses can not only optimise day-to-day operations but also ensure that every action contributes to long-term growth. Whether through better target-setting, fostering two-way dialogues, or adjusting processes in real time, BPM provides the flexibility, insight, and structure needed to thrive in today’s complex business environment. For organisations looking to future-proof their operations, a holistic BPM approach ensures sustained performance, adaptability, and alignment with strategic goals. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Learn everything you need to know about high performance work systems (HPWS), their benefits and how to implement one in your workplace. What are High Performance Work Systems (HPWS)? When your employees have a voice they are able to air their concerns and suggestions for improvements and be confident they will be listened to. Published on: 27 Mar 2025 High-performance work systems can be defined as a system which creates an environment in a business that allows an employee greater involvement and responsibility. Employees are seen as valued partners of the business which makes it possible to create and maintain competitive advantage because of the commitment of the employees to help the business succeed. A key benefit of adopting a high-performance work system is an increase in business productivity and efficiency. What are the key features of high performance work systems? Employees that work in a business that has adopted a high-performance work system tend to benefit from: Having a voice Being well trained Are more motivated and committed Feel more secure in their roles Are carefully recruited Are better compensated Perhaps privy to key information How do these benefits work and how do they impact employees? In a high performance work system employees have a voice to air their concerns and suggestions When your employees have a voice they are able to air their concerns and suggestions for improvements and be confident they will be listened to. This improves employee attitudes and team performance. If they see a way they could improve the service they give to your customers it’s important that they feel comfortable in making that suggestion. This can also improve the decision-making process by empowering your employees to be actively involved. Improved decision making, in turn, will have a direct impact on how efficiently your business runs and the productivity of your employees. Every business, irrespective of size, suffers from inefficiencies that impact on its bottom line and the productivity of your staff. The skill comes from rooting out these inefficiencies, from the obvious to the hidden and obscure, to make your business more streamlined and a less frustrating place to work. Your employees are at the sharp end of the businesses systems and procedures and if they can see a better way of performing a task or speeding up a process it is vital that they have the confidence to voice this so that it can improve their working environment or the service they offer your customers. Companies that adop thigh-performance work systems tend to be bottom-up organisations that are employee-driven, actively encouraging employee participation and inclusion. Cultivating Trust and Open Communication in High-Performance Workflows Trust is at the core of any high-performance workflow. Without trust, even the most well-designed processes and systems will break down. Trust fosters an environment where employees feel empowered to share their insights and feedback. Open communication channels create the foundation for transparency, constructive dialogue, and collaboration, all of which are essential to maintaining a smooth and efficient workflow. To build trust in a high-performance workflow , it’s essential to establish consistent feedback loops and actively engage employees in decision-making processes. When employees trust that their suggestions are valued and will be taken seriously, they are more likely to offer insights that streamline operations, improve customer outcomes, or increase overall efficiency. This trust and open communication reduce bottlenecks, prevent miscommunication, and create a more resilient workflow that adapts to changes effectively. In this way, trust and communication become the pillars of continuous improvement, enabling employees to feel ownership over processes and making them crucial contributors to business success HPWS features effective employee training for maximum motivation Continuous effective employee training is a cornerstone of high-performance work systems. Employees who fully understand the job that they do, from the reasons for their role to the technical skills needed to be effective, tend to be engaged and motivated. Regular training and development has a positive impact on job satisfaction, improving the efficiency of the processes, raises morale and this, in turn, helps to reduce employee turnover and the associated costs that are involved in recruitment and onboarding. On-going training that prepares your employees to take on further responsibility is both an effective motivator and gives your employee a higher skill base that allows them to help your customers more effectively and efficiently. In a high-performance work system employees are motivated and committed to your company’s success Employees in organisations that have implemented high-performance work systems are motivated and committed not only to their own personal success but also the prosperity of the company. Being part of a business where the culture is based on commitment rather than control inspires staff to buy into the businesses goals and make them their own. They are motivated by how the business is run, the positive impact that this has on their job, wellbeing and health and the belief these companies have in the value of their employees. Their achievements are recognised and rewarded which consequently increases their motivation and commitment. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Explore essential strategies for successful construction operations, including planning, resource management, risk mitigation, and quality control. Learn how effective project management can ensure timely, budget-friendly, and high-quality construction outcomes. Construction Operations Rostone Operations for Construction Companies We support you in mastering these 6 critical areas of construction operations. 01 Deliver on Time Ensure timely delivery by managing schedules, setting clear deadlines, and monitoring progress 03 Improve Quality and Safety Enhance quality and safety by implementing standards, regular inspections, and training programmes. 05 Improve Efficiency Boost efficiency by streamlining processes, adopting technology, and optimising resource allocation. 02 Build to Budget Build to the budget by tracking expenses, forecasting costs, and controlling spending. 04 Lower Carbon Footprint Reduce carbon footprint by using sustainable materials, energy-efficient processes, and minimising waste. 06 Improve Margins Enhance margins by controlling costs, increasing productivity, and optimising pricing strategies. Construction Articles 01. Project Estimating and Scheduling Construction project estimating and scheduling involve predicting costs and timelines for materials, labour, and tasks. Read more 02. Construction Project Management Construction project management high-quality completion, balancing scope, resources, and expectations. Read more 03. Project Estimating and Scheduling Tools Construction project estimating tools streamline cost predictions and resource planning, offering features like digital takeoffs and automated calculations. Read more 04. How to Manage Subcontractors Effectively managing subcontractors involves clear communication, precise contracts, timely payments, and rigorous quality control. Read more 05. 50 Construction Software Tools Construction software tools streamline project management, estimating, scheduling, and collaboration for efficiency. Read more

Discover how to embed learning into employee high-performance workflows with effective strategies that enhance employee engagement and drive organisational success. Explore the importance of contextualised learning, micro-learning, and measuring progress. Integrating Learning into Employee High-Performance Workflows Transforming employee development through embedded learning strategies for sustained success. Effective Learning and Development (L&D) initiatives are vital for the success of both employees and organisations. But what does it take to create initiatives that yield significant positive outcomes? As highlighted in a HBR article , traditional training methods often fail to yield significant positive outcomes, with many organisations struggling to demonstrate a return on their L&D investments. How to Improve Employee Engagement and Boost Productivity Why Employee Engagement Matters Employee engagement directly impacts your company’s profitability and productivity. Developing a strong employee engagement strategy is essential to gaining a competitive edge. Engaged employees drive innovation, enhance customer experiences, and contribute to a thriving organisational culture. Your employees are the link between your company and your customers. Whether they manage emails, phone calls, eCommerce platforms, or warehouse operations, their attitude and performance shape customer perceptions. Engaged employees deliver better service, fostering stronger customer relationships and loyalty. The Hidden Costs of Poor Employee Engagement Poor employee engagement can drain your business financially and culturally. It leads to: Decreased Productivity : Unmotivated employees underperform, limiting business growth. Higher Turnover Rates : Disengaged staff are more likely to leave, increasing recruitment and training costs. Increased Absenteeism : Lack of engagement often correlates with frequent absences. Reduced Innovation : Disengaged teams contribute fewer ideas and solutions. Weakened Customer Service : Low morale negatively affects customer interactions, harming your brand's reputation. Financial repercussions include higher hiring expenses, lost productivity, and diminished customer retention. Addressing engagement issues safeguards organisational success. Boosting Engagement to Enhance Customer Loyalty Engaged employees feel valued, respected, and heard. Fostering a positive workplace culture boosts morale and reduces turnover. This leads to: Enhanced Service Delivery : Motivated employees provide exceptional customer experiences. Increased Customer Retention : Satisfied employees create loyal customers. Higher Revenue : Improved service drives repeat business and higher lifetime customer value. A disengaged workforce can lead to complacency and poor performance, impacting overall team morale. In contrast, engaged employees contribute to a dynamic, collaborative environment that encourages continuous improvement. Practical Tips to Improve Employee Engagement Listen and Understand : Address why disengagement exists before attempting solutions. Identify barriers to motivation. Empower Employees : Equip staff with the authority to resolve customer issues promptly and effectively. Define Organisational Values : Establish clear behavioural expectations for staff interactions with colleagues and customers. Hire for Attitude and Fit : Prioritise mindset and cultural alignment during recruitment. Encourage Feedback : Create channels for employees to share insights and ideas. Implementing Effective Feedback Systems Feedback is valuable only when it prompts action. Develop systems that: Prioritise Listening : Actively hear employee concerns. Acknowledge Contributions : Recognise valuable feedback. Take Action : Implement meaningful changes based on employee input. By fostering an engaged workforce, your business will experience improved productivity, stronger customer loyalty, and long-term growth. Building a Culture of Learning High-performance workflows are characterised by continuous improvement and employee engagement. Robust L&D programs not only equip employees with the necessary skills to excel in their roles but also demonstrate a commitment to investing in their development. This approach strengthens company culture and enhances employee commitment. However, many organisations face challenges in demonstrating a clear return on their L&D investments. Studies indicate that a staggering 90% of the $200 billion spent annually on corporate training and development in the United States fails to deliver tangible results. The main barriers to effective L&D programs include: Learning Context: Traditional training often occurs outside the workplace, creating a gap between learning and real-world application. Time Constraints: Employees must balance their regular responsibilities with their learning commitments. Accountability: Often, the responsibility for applying new knowledge falls solely on the learner, with little ongoing support. The Solution: Learning in the Flow of Work The good news is that organisations can overcome these challenges by embedding learning into employee high-performance workflows. To facilitate this integration, the following five strategies grounded in research can help align employee development programs with key organisational outcomes, ultimately enhancing return on investment: Contextualise the Learning Learning is most effective when it occurs in the context in which it will be applied. Implementing customised training sessions tailored to specific team needs can facilitate this. For instance, initiating "learning meetings" where employees share insights from recent training and discuss their practical application within their workflows can contextualise the learning and strengthen team collaboration. Nudge, Nudge, Nudge Research has shown that small reminders can effectively encourage learning application. Organisations can implement brief, targeted nudges through email or internal communications, linking them directly to the concepts learned. These nudges should be concise, relevant, and end with a specific call to action, prompting immediate application of the learned concepts. Build in Time for Reflection Reflection is essential for reinforcing learning. Scheduling dedicated time for employees to reflect on their learning experiences encourages them to consider how they’ve applied new knowledge in their roles. Facilitating these discussions helps employees recognise the impact of their learning and strengthens their commitment to applying it. Create Micro-Learning Experiences Breaking down training content into manageable chunks can significantly enhance retention. Instead of lengthy workshops, organisations can offer micro-learning sessions that fit seamlessly into employees’ schedules. Short, focused training on specific topics will increase engagement and make it easier for employees to integrate what they’ve learned into their daily workflows. Measure Progress To accurately assess the effectiveness of L&D programs, it is crucial to track employee progress through pre- and post-assessments, as well as real-time behaviour changes. Gathering feedback on questions like, “Did you apply what you learned this week?” will provide insights into the effectiveness of training. By aggregating this data at the team or organisational level, trends and areas for improvement can be identified, ensuring that learning initiatives yield measurable benefits. Conclusion By embedding learning into employee high-performance workflows, organisations can foster a culture of continuous improvement that enhances individual performance and drives organisational success. Embracing these strategies will facilitate wise investments in people, create a more engaged workforce, and ultimately achieve operational excellence. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

How to overcome limiting beliefs holding back your success How to overcome limiting beliefs holding back your success Limiting beliefs hold you back from setting your goals and achieving your full potential. "Your beliefs become your thoughts; your thoughts become your words; your words become your actions; your actions become your habits; your habits become your values; your values become your destiny." Gandhi Like the brakes on a car, limiting beliefs hold you back from setting your goals and achieving your full potential. We will take a closer look at what limiting beliefs are and how you can identify and remove them. What are beliefs? Beliefs shape us like the clay in the hands of a potter. They determine how we think, how we feel, what we say and the actions we undertake. Our beliefs are based on past experiences which are now shaping our future. If we become what we think about most, then we become a reflection of our beliefs, both good and bad. Our thoughts come from our beliefs which then become our reality. When you have a belief about something, you’re more likely to see evidence around you that reinforces that belief and miss or discount anything that contradicts it. 5 examples of limiting beliefs and thoughts. Beliefs are assumptions and convictions we hold to be true about ourselves and the world around us. Beliefs become self-fulling prophecies that can hold you back or encourage you. You will have beliefs about success, education, money and morality and many other things, too. When combined with your core values, deeply held assumptions about ourselves and the world, you have a toolbox of attitudes and behaviours that you’ll be using in any given situation. People naturally recognise that someone who is determined and tenacious, who never gives up, is more likely to succeed than someone who procrastinates. Someone who believes they will succeed is generally more likely to than someone who doesn’t, irrespective of their talents. Health professionals recognise that the attitude, that is the way people act based on their beliefs, of a patient is a major factor in their recovery. In medical research, placebos have been seen to be as effective as many drugs. So, if you can think your way to health, then you can also think your way into being less healthy and less successful or more successful, too. The beliefs that others have of us can also play an important part in our beliefs about ourselves. What is a limiting belief? Have you tried to do something and failed, then not tried again? Why did you not try again? Why did you fail, and what defined failure? Did you take the failure as, ultimately, a positive experience or a negative one? While all failure is initially negative, it’s also a great mentor saying: “Don’t do it that way again”. And sometimes, experiencing why something doesn’t work is the only way to know why and how to do it better. Limiting beliefs are a state of mind that undermine your confidence and restrict you from pursuing a task you’d otherwise like to take on. They are assumptions about yourself, the world or other people that are holding you back from starting or completing a task. Limiting beliefs start in childhood, they are rooted in experiences and a way of thinking. Limiting beliefs can affect everything in your life; at work, at home and in many other areas. They place boundaries on what we think we can achieve. How is a belief formed? Beliefs are formed from experiences and from what we inherit from our parents much like we inherit many visible attributes from our parents, but unlike having blue or brown eyes, they are not fixed. As the report from the Baby Lab suggests, we’re born with a set of morals inherited from our parents, and some they teach us, which then evolve into our belief system over time and with experience. These beliefs can change over time as our experience of life evolves or if we deliberately challenge our own beliefs What is a core belief? A core belief is a deeply held assumption about ourselves, others, and the world around us. It forms the very essence of who we think we are and our opinions. Core beliefs can become self-fulfilling. If we think somebody or a certain type of person is a bad or good person, we are likely to treat them in a way that reflects that. This may encourage that behaviour in them and reinforce our belief in what they are like. The role of beliefs in our lives "Watch your thoughts, they become your words; watch your words, they become your actions; watch your actions, they become your habits; watch your habits, they become your character; watch your character, it becomes your destiny.” Lao Tzu We prefer people who we identify with most, be that their values, their beliefs, their attitude towards life or their behaviours. So, beliefs form a large part of our relationships and how we communicate with each other. This relates to all aspects of our life: work, professional and home. Knowing and being able to identify our own core beliefs and values will go a long toward helping us to succeed at whatever we are trying to accomplish. We may value honesty and believe that being honest is essential to success in life, or that other people are inherently dishonest and so make everybody sign a contract rather than rely on a handshake and a gentleman’s agreement. Identifying a limiting belief and removing it can help to increase motivation and engagement with a task. Limiting beliefs can be a healthy thing, too. Nobody should overcome the self-limiting belief that they can fly. Some self-limiting beliefs are good, sensible and help keep us safe and spend our time wisely. You may wish to become a best-selling singer, but if you’re tone-deaf, can't sing or keep time, that’s not going to be possible. Perhaps you settle for being an okay singer singing locally or pursue another interest. The challenge is in knowing what is actually physically impossible vs what you only believe to be impossible. With limiting beliefs comes victim mentality and imposter syndrome. Our beliefs can affect our health, from the healthy to the not-so-healthy food we eat, to the positive and negative thoughts we have. What is the relationship between attitudes, values and behaviours? What we think about controls how feel and the emotions we experience. What we feel controls how we act and how we behave. Having a positive attitude comes from having positive beliefs and positive values. If we believe on the whole that people are good and that one of our core values is that telling the truth is important, then we will have a positive attitude towards others, we are more likely to be truthful ourselves and trusted by others in return. What is an attitude? Attitudes are judgements on anything, whether somebody likes or dislikes something, finds it good or bad. Attitudes come from our values and beliefs. Carl Jung, in his essay on psychological types, defines attitude as “the readiness of the psyche to act or react in a certain way”. As such, attitudes will drive how we think, feel and act about things in our lives and about ourselves. Also known as the ABC model : affective, behavioural and cognitive. The affective component relates to emotions and feelings (the emotional part), behavioural relates to how we act or behave given the attitudes we have and cognitive relates to what we believe to be true (the logical part). Attitudes are based on our core beliefs and the behaviours that they motivate. For example, having a ‘positive attitude’ helps an individual to be motivated to start and engage with a task that needs to be completed. What are values? Values are core ideas and standards you believe to be true for you and how you should act on a day-to-day to basis. They help you prioritise and make ethical decisions. When you act and work in alignment with your values you generally feel good about yourself and life. Recognising they exist and what your core values are will help you make better decisions in life. The New Zealand Government places a lot of importance on happiness and wellbeing. It explains that on personal beliefs, values, attitudes and behaviour, values are: “stable long-lasting beliefs about what is important to a person”. Can values change over time? Values can change over time going from childhood to old age. The things that are important to us change. Experience and varying needs will change the values you find important. For example, security may be more important later in life and relationships earlier. As we said earlier, values are the ideas and concepts we were born with and formed as part of our childhood, those values become attitudes based on underlying beliefs. What is a behaviour? Behaviours are the final action based on our core beliefs and values. So we have values working with beliefs creating our belief system. Our thoughts, emotions and feelings are expressed as our attitudes with behaviours being the final visible action. These behaviours also determine how well we will be able to learn, acquire new knowledge and develop new skills. For example, with poor beliefs about school and little value in education, unhelpful attitudes are formed resulting in visibly poor behaviours towards learning. What are the causes of limiting beliefs? Limiting beliefs are usually rooted in experiences that have come to define how you see yourself, others and your capabilities. Some people are more predisposed to them than others. Those with a negative disposition may be more likely to have them than those with a positive disposition, but anybody can have them. Comments made to you, bad experiences, or just a lack of confidence can all hold you back. Understanding the source of your limiting thoughts or beliefs can help you to overcome them. Are your beliefs holding you back? Generally, positive thinking people with few limiting beliefs are healthier, live longer and are more successful, as reported in Can you think yourself young? Guardian article. Your limiting beliefs can stop you from trying something new. Moreover, they cause stress and unhealthy habits that can lead to depression and lower personal and professional performance. Limiting beliefs can stop us from leaving our comfort zone where life is relatively easy and risk-free but lacks growth and the opportunities to learn new things and take on new challenges. This might limit the extent to which you can achieve your personal and professional goals. Limiting beliefs can be subconscious or conscious thoughts about how you see the world, yourself and others. With limiting beliefs comes victim mentality and imposter syndrome. Not feeling that you are good enough can be a self-limiting belief that results in the imposter syndrome. Even though you’ve achieved a lot and you receive a lot of praise, you just don’t believe it’s real, and that you’re about to be ‘found out’. Believing that all our issues and problems are the result of other people’s actions, not our own, is self-limiting behaviour resulting in the victim mentality. What are examples of limiting beliefs? Typical examples of limiting beliefs or thoughts include: I’m not good enough; I can’t ...; I’m too old, too young; I don’t have enough ...; I’ll never be …; I’m not … enough; I don’t have the … They fall into these categories: Either you don’t feel you’re capable of starting the task due to a lack of skills, experience, money or time, for example. You can’t complete the task because it will never be good enough. That should you achieve your goal, you fear you won’t be able to sustain it, that you’ll be rejected by family and friends You’ve achieved your goal, but now you feel like an imposter, that you don’t deserve your success. Revered guitarist Eric Clapton had these thoughts. How to identify your limiting beliefs Is there something you’d like to do, to be or achieve but you are not currently working on it? That’s a good place to start. Become more aware of how you express yourself. Are many of your statements about yourself very negative? Speak with friends, family, and colleagues about something you might like to pursue. The only obstacle to doing this is that they may have been influenced by your own negative view of yourself or have their own issues stopping them helping you. So keep an open mind. We are all familiar with that little voice, the inner critic, inside our heads feeding us either negative or positive thoughts and emotions depending on what we’re doing, who we’re doing it with and what we’re seeing as a result. Become more aware of your inner voice and manage it in a constructive, positive way. Your business beliefs will shape your business like they do your life A positive attitude in business is essential for creating high-performance teams as there are just so many challenges to get through. Whatever plan you put together will likely fall at the first fence, and so you’ll need to constantly adapt to new challenges and lessons learnt. Positive beliefs then will help you become more resilient, develop essential business skills and create a business culture that will foster innovation, agility and motivation. Ray Dalio , founder of the investment firm Bridgewater Associates and one of the wealthiest people on the planet, identified his beliefs in his book Principles . 6 ways to overcome limiting beliefs So, to address limiting beliefs we need to identify their root causes and associated behaviours. You’ll have to start thinking in a new and better way. Perhaps the first thing to do is to act. There is no better motivation to getting started than actually getting started. The act of starting will spur you on, rather than waiting for the right time. Is this negative belief based on any facts, is there anything to suggest it is a limiting fact, rather than a limiting belief? Is the limiting belief only that it will make you slower or less good? If so, get started and find out, you’ll be surprised how much better you’ll get with practice. Ask yourself what would be the worst that can happen if you either start or complete the task. Persistence and tenacity are the hallmarks of success. Did you start something in the past, fail and then believe you couldn’t do it and didn’t try again? Well, go try again. If you improve even a little bit, you’re on your way. What we tell ourselves is important. Tell yourself you can, and there’s a good chance you’ll start to see you can. Look at those around you. Are they positive people? Are they successful people? How do you feel when you’re around them? Do you feel uplifted, inspired and motivated? Does a conversation with them make you feel good about yourself? Unfortunately, there are many people in life, even family and friends, who will resent your ambition and success if they haven’t experienced that for themselves. Movies and songs are full of that sentiment by successful artists. Adele and Lil Peep come to mind, among others. Perhaps the first step is to become more aware of our own thought patterns, how we react emotionally to certain situations and people. Once you become more aware of these thoughts you can challenge the perceptions that lead to those thoughts. Negative thoughts release chemicals in the brain that create feelings of stress and unhappiness. Positive thoughts elevate your mood and make feel more engaged, your actions, countenance and behaviours become more positive too. It comes down to the perspective you have as it relates to events and people in your life. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Struggling with too many disjointed business strategies and activities? Integrated business planning (IBP) can help you align your operations and strategy. What is Integrated Business Planning (IBP)? Struggling with too many disjointed business strategies and activities? Integrated business planning (IBP) can help you align your operations and strategy. Published on: 28 Dec 2023 Employee happiness surveys are not unlike employee engagement and staff satisfaction surveys , they would include the scope of these, but they are broader. An employee happiness survey recognises staff happiness is what matters most both to the employee and business. Happy staff will outperform unhappy staff many times over. It recognises that personal happiness is not just related to work but other areas of our life too. Integrated business planning enhances the effectiveness of a business operating system Integrated Business Planning (IBP) enhances a business operating system in several ways, primarily by aligning strategic objectives with operational execution, optimising resource allocation, and fostering cross-functional collaboration. Firstly, IBP facilitates the synchronisation of various departments and functions within an organisation, ensuring that activities are coordinated towards common goals. By integrating financial planning, sales forecasting, production scheduling, and supply chain management, IBP enables a cohesive approach to decision-making and resource allocation. Moreover, IBP promotes agility and responsiveness by providing real-time visibility into market trends, customer demand, and internal performance metrics. This enables organisations to adapt quickly to changing conditions, minimise disruptions, and capitalise on emerging opportunities. Furthermore, IBP enhances communication and collaboration across departments, breaking down silos and fostering a culture of transparency and accountability. By involving stakeholders from different areas of the business in the planning process, IBP ensures that decisions are well-informed and aligned with overarching strategic objectives. Overall, integrated business planning enhances the effectiveness of a business operating system by promoting alignment, agility, and collaboration, ultimately driving improved performance and sustainable growth. How to create an effective employee happiness survey Business benefits of an effective employee happiness survey include: Increased employee retention Improved business productivity Enhanced communication Increased business resilience Improved innovation and competitive advantage Increase employee engagement Improved profitability Many people look at a company’s social and environmental commitments Employees often want to be more involved in cutting carbon emissions and may feel their company isn’t doing enough. Many organisations set the target for emissions reduction, but not what practical measures are being taken to achieve it. Effective employee engagement is key to any organisation and a lack of clarity and clear communication of climate warming mitigation strategies can be distracting or demotivating for staff. Inspiring staff to act on climate change is both motivating for them and good for the bottom line. We are social animals, so we value our friendships at work Friendships at work can help increase employee engagement as well as personal, professional and business productivity. This makes work more enjoyable and rewarding, with employees more likely to want to go to work each day. If work is stressful or routine, friendships can help to overcome poor performance and low productivity. Staff are more likely to open up to a trusted friend about issues and problems at work. They are also more likely to deliver improved service levels and less likely to leave the company. Experts have suggested that work-based friendships can be the most impactful on our overall happiness – both at work and home. To achieve valuable friendships, companies need to create an environment where staff feel at ease to communicate and share ideas, thoughts and observations without fear of being judged and reprimanded. People should be able to come to work every day as themselves. Many believe that socialising and friendships are important for making progress in a company and advancing their careers. If social connections don’t exist, people may feel demotivated and want to leave, so employee turnover will increase and overall workplace happiness will decrease. However, you need to be aware of some dangers. Staff may want to avoid becoming too close with colleagues. Telling everybody about your domestic issues, hidden desires or long-term plans may be distracting to what you are all trying to achieve at work. And some people naturally have a more negative disposition than others, so confiding in people who negative could get you down. Somebody once said we become the five people that we spend most of our time with. Employees might not have a best friend at work but they should expect to have some strong personal relationships with colleagues. Feeling absorbed in the work we do can make us happier If you can lose track of time at work, then the chances are you’re doing something you enjoy and are good at, which should make you happier. We are spiritual beings after all – more than we are transactional consumers. So, find finding something that absorbs you and helps you identify your own spiritual being, what you’d get out of bed for, your passion, is important. Part of how we become more absorbed in our work is feeling that we have the autonomy to complete that work in the way we know best. Do staff feel listened to, do their opinions matter and are their suggestions valued and acted on? Transparency builds trust in an organisation Employees are going to feel happier if there is transparency in their organisation based on open, honest communication. If there isn’t, they may feel resentful and distrustful, perhaps holding back from fully engaging with the organisation. They might mirror this behaviour by holding back information themselves. Providing information in a timely way is key, including bad news, to minimise surprises. Holding interactive sessions with staff on a weekly, or another regular basis, helps people to feel involved, updated and engaged as part of a company team. Create a mindful workplace to improve workplace happiness Being mindful is being in the moment, being 100% present in the now. Like a child, in the present moment, with eternity before us. Many of us, though, spend most of our time thinking about the past or worrying about the future. Neither of which exists, there is only now. And there will only ever be now. So, experiencing the now is a good way to be calm, reduce stress and focus. Think about your vision, and your dream life periodically, but be in the now. Does the company acknowledge this? Does it give staff space to think, relax and be in the moment? They’ll be happier, more creative and engaged if they are. Employees need to feel recognised and valued for their work Feeling recognised, valued and rewarded for the work we do is important, not only to feel happy but also professionally and for the company’s bottom line, too. There are big benefits for workplace productivity, health and wellbeing, employee engagement and business profitability. Creativity will increase as staff know their ideas matter and it’s safe to express them. This creates a more positive working culture, staff are less likely to leave and your competitive advantage is enhanced. After all, competitive advantage for any business relies on its staff’s ideas, insights and effort. It will help to build a stronger, more resilient team. Most people leave their job not because of pay but because they didn’t feel engaged, respected or listened to. If the company feels like a team and they are an important part of it, they are less likely to leave and deliver higher service levels. Is work contributing toward your employees’ own life goals? As we spend so much time at work, we need to feel that our own life goals and our work, job or professional goals are aligned. Having these aligned with the company’s goals is also important. Since the Covid-19 pandemic, this has become a bigger concern with 65% of people in a Gartner survey saying they’d rethink how work should fit into their life. In this way, employees are working on something that they are both good at and like doing, something they may even feel passionate about. But if their life goal is to be on a stage in front of an audience, then working in an office may feel deeply unrewarding for them, even if they’re good at it. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Optimise your company's HR performance and increase departmental productivity with these 10 tips 10 Ways To Improve HR Performance This article looks at 10 ways to improve your current HR performance to boost efficiency and productivity throughout the workplace. Published on: 21 Jan 2021 It is essential for all businesses, large and small, to acknowledge the value of HR to their business. This article looks at 10 ways to improve HR performance to boost efficiency and productivity throughout the workplace. People are at the centre of your organisation’s success and therefore, they should be your prime investment. We believe creating value and investing in your employees is as fundamental as looking after your customers. HR has a vital role to play in this by curating a strong company culture and ensuring workers are given opportunities to flourish by adopting a Agile HR Operating Model. Unlock Greater HR Efficiency with ERP Integration To truly elevate HR performance beyond manual workflows, integrating an Enterprise Resource Planning (ERP) system can be a game-changer. An ERP centralises HR data, streamlines processes, and gives leadership real-time visibility into workforce metrics — all from a single platform. Key Benefits of ERP in HR: Data Accuracy and Accessibility : ERP systems reduce the risk of errors associated with manual data entry and ensure that employee information is updated, consistent, and easily accessible. Streamlined Recruitment and Onboarding : Automate job posting, candidate tracking, onboarding checklists, and initial training, making new hire transitions smoother and more consistent. Performance Management : Use ERP tools to track goals, appraisals, and feedback in real-time, creating a continuous performance management culture instead of relying solely on annual reviews. Training and Development : Maintain comprehensive records of employee training, certifications, and learning paths to align development initiatives with business goals. Compliance and Reporting : Simplify the management of compliance requirements, generate accurate reports quickly, and prepare easily for audits. Action Steps: Evaluate your current HR processes and identify where automation could create the most immediate impact. Select an ERP solution that fits your organisation's size, industry, and specific HR needs. Invest in employee training on the new system to maximise adoption and unlock the full benefits of the platform. By adopting an ERP system tailored for HR, organisations can not only enhance operational efficiency but also create a more connected, proactive, and data-driven HR function. Standardised Workflows to Elevate HR Performance One of the key factors in improving HR performance is the implementation of clear and standardised workflows. A well-defined HR workflow ensures that critical processes such as recruitment, onboarding, employee development, and performance reviews are handled consistently and efficiently. By setting up Standard Operating Procedures (SOPs) , HR departments can improve communication, minimise errors, and foster a culture of accountability. Key HR Workflow Areas: Recruitment and Onboarding: Automating job postings, application tracking, and onboarding ensures a smooth and consistent experience for new hires, reducing time to productivity. Performance Reviews: Structured performance review workflows help ensure timely and objective evaluations, promoting fairness and transparency. Employee Development: Establish a clear process for tracking employee progress and delivering training, ensuring that growth opportunities are well-managed and aligned with organisational goals. Compliance and Documentation: SOPs for maintaining compliance records ensure that the business adheres to legal requirements while reducing the risk of fines or penalties. Action Steps: Map out key HR processes and create a step-by-step SOP for each one. Incorporate digital tools to automate routine tasks, allowing HR to focus on strategic initiatives. Regularly review and refine workflows to adapt to changing business needs and improve efficiency. By implementing workflow management techniques into HR operations, you can reduce bottlenecks, ensure consistency, and ultimately enhance overall performance. 10 more ways to improve HR performance 1. Improve your employee recruitment & selection process Ensuring the recruitment process is managed effectively is one of the first steps you should take to improve your organisation. Employing the wrong people can cost you in both time and money. A bad candidate who fails to fit in with the team can disrupt the company culture and create a loss in productivity. Spend time perfecting the job description. Promote your company and make it sound like an attractive place to work. Don’t just list skills - these can be enhanced with training. Consider hiring candidates based on the attitudes and qualities you value in your staff. Use all of the tools available to you to find the best talent, including LinkedIn and networking events. Ask for feedback from candidates on your recruitment process and implement their suggestions for improvement. Finally, ensure that your recruitment process is fluid and adapts well to changing workplace needs. 2. Improve communication in the workplace Effective internal communication is central to all business goals. It avoids confusion, encourages teamwork, allows for collaboration, provides purpose and creates a positive company culture. However, communication in the workplace is often insufficient. According to Entrepreneur, 46% of employees leave a meeting unsure what they are supposed to be doing next. The evolution of technology has given us many opportunities to improve communication through email, instant messaging and video chat services but using these tools is only the first step. Improving communication needs to come from the top – employees need effective and clear briefs that relate back to the business goals. They need to be given the opportunity to provide regular feedback and ask questions. Alongside clear business communication, employees should be given the opportunity to communicate socially at work too. 3. Invest in employee health & wellbeing A study by Oxford University’s Saïd Business School, in collaboration with BT, found that workers are 13% more productive when they are happy. Professor De Neve, who conducted the survey, found that there is ‘considerable room for improvement in the happiness of employees while they are at work’. There is much more emphasis placed on a good work/life balance today than there was 50 years ago. The coronavirus pandemic has had a profound effect on our mental health and wellbeing and employers need to consider ways to help their employees navigate these struggles. It can no longer be seen as a ‘personal issue’ that is entirely separate to work. Employee Wellness Programmes can be a great way to improve happiness, reduce absenteeism and boost productivity. 4. Offer employee training & development opportunities In a rapidly changing business environment, ongoing training is key to success. Often companies hire the right candidates and then the nurturing stops there. Five years down the line, that staff member is no further on in their career than when they started and they experience low job satisfaction. Ongoing training and career opportunities are vital to retaining your staff. Plus, staff with updated skills are confident and more engaged with the company, therefore increasing productivity rates. Ensuring your staff are trained and kept up to date with the latest developments in the sector can ensure you stay ahead of the competition. 5. Ditch the annual appraisal process Many companies still rely on the outdated annual appraisal to address employees’ strengths and weaknesses. No one looks forward to these arduous meetings that involve lengthy forms and awkwardly formal procedures. Twelve months is a long time in the business world and achievements that happened last year have become irrelevant and mistakes forgotten about. Ongoing, regular meetings help to focus on objectives, address issues as they arise and ensure achievements don’t go unnoticed. 6. Act on employee feedback The employee feedback process shouldn’t work one way. We often get caught up in telling our staff what they need to do to improve but we never ask what we need to do to be a better business. Your staff are in the perfect position to help you improve. Involve your employees in decision making, they have seen first-hand what does and doesn’t work. Ask them how you could improve company culture and employee satisfaction; what training they need and what processes could be executed better. 7. Recognise and reward employee achievements Everyone responds well to praise and appreciation both inside and outside of the workplace. Thank you always goes a long way. Putting a reward and recognition scheme in place improves productivity, increases job satisfaction, boosts happiness and creates loyalty. In a survey by Perkbox of 1,532 UK employees, 42% said receiving greater recognition for their work would make them happier in 2021. There are a number of ways to recognise staff, this could include social media recognition, awards for meeting core values, end of year awards, colleague thank yous and long service awards. 8. Develop and share your company’s purpose and passion Your HR department is perfectly positioned to share the company vision and value with all employees. Firstly, you must identify your organisation’s purpose and ensure everyone in the company is actually aware of it. Are you articulating it clearly? Do they understand how their role contributes to the organisational goals? Regular communication is key in sharing your message. 9. Empower your team and build trust Business success relies on a whole team of people collaborating and sharing their ideas, success is not due to one single person at the top barking orders. Micromanaging can demoralise your employees, result in frustration and limit their creativity. You need to listen to your employees, challenge them to think outside the box, implement their ideas and trust them to make decisions. Being ordered to do something tends to negatively impact on our motivation. However, when we’re included in the decision-making we feel part of the bigger picture and our productivity improves as a result. Empowered employees are more likely to go the extra mile for you. 10. Redefine the employee experience & workplace COVID-19 has profoundly changed the face of the workplace and encouraged businesses to adopt more flexible approaches to working. Gone are the days of long commutes and 9-5 structured workdays. Prior to the pandemic, flexible working was still a privilege reserved for the select few, with many still cramming soullessly onto the tube for the morning commute. Flexible working allows for a better work/life balance with increased childcare opportunities, less time wasted travelling and helps prevent employee burnout. As things begin to return to normal over the next year, it is essential to consider the new face of the workplace. Allowing a blended approach to office and home working could help increase workplace productivity and improve employee wellbeing. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Unlock the full potential of your business with our Smart Business Transformation Services. Optimise operations, enhance decision-making, and build a scalable, valuable asset. Scale sustainably while empowering teams to drive long-term success. Smart Business Transformation Services to Scale Your Business Scale Strategically and Build a Valuable Business Asset Scaling your business isn’t just about working harder—it’s about optimising processes and leveraging strategic insights. Our Smart Business Transformation Services are crafted to drive efficiency, enhance profitability, and build a robust, self-sustaining business model. We enable your organisation to scale seamlessly, empowering teams to operate independently while maintaining long-term growth and success. Hands-On Growth Strategy Partnering closely with business owners, we take a collaborative approach to refining strategies that not only accelerate business development but also optimise operational workflows. By thoroughly analyzing existing processes, we identify opportunities to streamline and eliminate inefficiencies, ultimately improving productivity and driving cost savings. Our goal is to enhance profitability by focusing on smart, sustainable growth strategies tailored to each business's unique needs, ensuring long-term success and a competitive edge in the marketplace. Why Smart Business Transformation Matters Most businesses hit a wall at key growth stages. Expanding beyond a certain point requires more than just increasing revenue—it demands a shift in how your business operates. Our smart transformation approach helps you: Optimise Operations: Streamline processes and eliminate bottlenecks to boost efficiency and reduce costs. Enhance Decision-Making: Improve strategic alignment and empower teams with clear workflows and accountability. Scale Sustainably: Build a resilient business model that adapts to growth without losing control or quality. Increase Business Value: A well-structured, scalable business is more attractive to investors and easier to sell. Align People and Strategy: Ensure that every team member is aligned with the company’s vision and objectives, fostering collaboration and focus on shared goals. Drive Continuous Improvement: Establish a culture of ongoing optimisation and innovation, allowing your business to adapt and improve in response to market changes. How We Help You Scale Our process is designed to unlock growth and value quickly Business Audit: We assess your current operations, identifying gaps and opportunities. Smart Strategy: Develop a tailored transformation plan aligned with your business goals and desired future state. High-Performance Execution: Implement optimised workflows, empower teams, and refine decision-making processes. Technology & Digital Transformation In today’s fast-paced world, technology plays a crucial role in enabling growth. We help you leverage cutting-edge digital tools, streamline processes, and create a seamless experience for your customers. From automating workflows to implementing advanced data analytics, we enable your business to harness the power of technology for better decision-making and increased operational efficiency. Operational Excellence Efficient operations are the backbone of every successful business. Our operational transformation services focus on removing bottlenecks, improving process efficiency, and aligning workflows with your growth goals. Whether it’s optimising your supply chain, automating tasks, or refining internal processes, we work to ensure that your operations support sustainable growth. People & Culture Your team is your most valuable asset, and for any transformation to succeed, it must be underpinned by a high-performance culture. We focus on aligning your people with your business objectives by improving leadership practices, enhancing communication, and fostering a culture of accountability. We provide change management solutions to ensure smooth transitions as you scale and build an environment where employees are motivated, engaged, and driving results. Strategy & Business Model Innovation Building a business that grows sustainably requires more than just an incremental approach. We help you assess and redefine your business model to ensure it is aligned with market trends and your long-term vision. With a clear strategy in place, you’ll be ready to make decisions that lead to measurable results and scale effectively. Customer Experience and Retention Customer expectations are ever-evolving. Our approach ensures that your customer experience is seamlessly integrated into all aspects of your business. We help you create personalised, frictionless experiences that drive customer loyalty and boost lifetime value. Financial Performance Strong financial performance enables businesses to reinvest in growth, attract investors, and increase stability. It creates confidence in stakeholders, supports strategic initiatives, and ensures the business can withstand market fluctuations, ultimately driving long-term success and maximising value. Leadership and Accountability Effective leadership and accountability drive a culture of responsibility, innovation, and trust. It empowers teams to perform at their best, ensures alignment with business goals, and encourages transparency, ultimately enhancing decision-making, improving performance, and supporting sustainable growth. Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

The 10X Business Improvement System. Discover how smart operations, strategy, and change management drive profitability, sustainability, and long-term success. Vision to Value 10X Business Improvement System Take the Guesswork out of Growing Your Business Imagine running your business not just as a daily operation but as a valuable, saleable asset. When you operate with this mindset, your priorities shift towards creating a well-structured, self-sustaining organisation that thrives without your direct involvement. Rostone Operations' Vision to Value Business Improvement Systems are designed to teach this transformational approach. By aligning workflows, technology, and people under a unified value-driven framework, smart operations ensure that every part of the business works cohesively to drive financial value and sustainable, inclusive growth. Combining strategic execution, project management, and agile change processes, smart operations provide the structure and adaptability required for sustainable growth in a dynamic business landscape. Three Reasons Why You Should Set a Goal to 10X Your Business Fewer Paths, Greater Focus When you aim to double your business, the possibilities are endless, which can dilute your efforts. However, striving to 10X your business forces you to focus on the few truly transformative strategies that can deliver exponential results. This clarity helps you avoid distractions and concentrate on impactful innovations, partnerships, and systems. Inspire Bold Innovation A 10X goal requires thinking beyond incremental improvements. It pushes you to reimagine your business model, be extraordinary, embrace disruptive ideas, and adopt new technologies. This level of ambition fuels creativity and opens doors to solutions you might not have considered with smaller goals. Motivate and Inspire Action Big goals inspire excitement and commitment, both for you and your team. A 10X vision creates a powerful sense of purpose, energising everyone involved to work harder, think smarter, and remain resilient in the face of challenges. This shared ambition can transform your workplace culture and attract others who want to be part of something extraordinary.. What is a Business Improvement System? A business improvement system is like improving the health of a tree. While a project might focus on planting or pruning, a system ensures ongoing care—nurturing roots, monitoring growth, and adapting to changing seasons. This continuous attention strengthens the tree, enabling it to flourish and bear fruit sustainably over time, and for a business, it enhances effectiveness, efficiency, and competitive advantage. Why Vision to Value? Because 99% of businesses fail to build real value or achieve a successful sale. Vision to Value bridges the gap between aspiration and achievement. It not only helps create a sellable, valuable asset but also positions you to acquire other businesses—the most effective way to scale and grow sustainably. Who is the 10X Business Improvement System for? The 10X Business Improvement System is for business owners and directors who are feeling overwhelmed, are struggling to achieve the results their efforts deserve, or have no current improvement programme in place. It’s designed for those ready to regain control, drive growth, and build lasting business value. Audit—Anchoring the Starting Point Learn how to evaluate your business with precision through a detailed audit. This process identifies strengths, weaknesses, and opportunities, giving you the insights needed to build a solid foundation for sustainable growth. Strategy—Aligning Vision with Purpose Learn how to align your brand strategy with your business goals to create a cohesive and impactful market presence. This ensures your business is positioned for growth while increasing its appeal to investors or buyers. Smart Operations—The 5-T Workflow Framework Learn how to implement the 5-Ts Smart Workflow Framework—Time, Talent, Traits, Trust, and Teach—to optimise processes and empower your teams. This framework creates an operational system designed for scalability and excellence. Time: Streamline processes to maximise efficiency. Talent: Harness the full potential of the workforce by aligning roles with skills. Traits: Foster a culture that embodies adaptability, collaboration, and innovation. Trust: Establish systems of accountability and transparent communication. Teach: Embed a culture of continuous learning to drive iterative improvement. The result is a smart, interconnected system that elevates both execution and agility. Workflows—Designing for High Performance Learn how to design workflows that minimise dependency on individuals and enhance efficiency across all departments. This approach ensures consistency and adaptability, making your business more resilient and ready for transition. Growth—Embedding Value-Driven Principles Learn how to integrate value-driven growth into your operations by balancing financial performance with positive social and environmental impact. This not only increases profitability but also aligns your business with the expectations of modern stakeholders. How is the Vision to Value Business Improvement System Delivered? The Vision to Value Business Improvement System is designed for flexibility and accessibility, ensuring that businesses can benefit regardless of their location or operational needs. It is delivered as an ongoing programme , tailored to meet your business’s unique challenges and goals. Remote Delivery: Through Microsoft Teams, participants engage in regular meetings, interactive workshops, and collaborative sessions. This approach provides seamless access to expert guidance, progress tracking, and actionable insights, all from the convenience of your workspace. Onsite Delivery: Where practical and beneficial, the system includes onsite visits to directly engage with teams, assess workflows in real-time, and implement tailored strategies. This hands-on approach ensures the alignment of improvements with your operational context. By combining the flexibility of remote delivery with the impact of onsite engagement, the 10X Business Improvement System offers a comprehensive and practical solution for driving sustainable, value-driven growth in your organisation. 10 Benefits of the 10X Business Improvement System Creating a Saleable Asset Transform your business into a self-sustaining, high-value asset that operates independently of the owner. This positions the business for sale, investment, or seamless succession planning. Less Stress and Reduced Burnout Smart operations alleviate the pressure on business owners and teams. This reduces stress, minimises the risk of burnout, and creates a healthier, more balanced working environment. Resilience to Market Changes Develop operational flexibility and a value-driven mindset to adapt quickly to changing market conditions, ensuring your business thrives in both stable and volatile environments. Improved Decision-Making Gain the tools, insights, and frameworks needed to make more informed and confident decisions, aligning actions with your long-term vision and goals. Strengthened Leadership Skills Equip leaders with the skills to inspire, guide, and empower their teams. Improved leadership capabilities drive engagement and productivity. Opportunities to Grow via Acquisition Gain the clarity and operational strength needed to expand your business through acquisitions, with strategies in place to scale effectively and integrate new opportunities. Increased Organisational Alignment Align your brand, strategy, and workflows with your business goals, ensuring that everyone in the organisation is working towards the same vision, improving focus and productivity. Better Margins and Financial Health Identify inefficiencies and optimise processes to improve profitability. This system equips you to enhance margins and maintain financial stability, even during growth phases. Enhanced Innovation Foster a culture of innovation by embedding high-performance workflows and encouraging continuous improvement, enabling your business to stay competitive and forward-thinking. Effective Use of Tools and Resources Maximise the value of existing tools and implement new technologies efficiently. This ensures your resources are fully utilised, driving operational efficiency. A Framework for the Future The Vision to Value framework is not merely a methodology; it is a mindset. By harmonising strategy, smart operations, and agile change management, organisations can not only achieve their goals but also create lasting impact. For leaders, this is the opportunity to transform vision into a value-driven reality, securing their place in a competitive, ever-evolving marketplace. Get in Touch Tell us about a challenge or question you have First name* Last name* Email* Company name* Long answer Submit

Discover why companies rely on OKRs to bridge the gap between strategy and action. Learn how OKRs drive focus, alignment, accountability, and business growth. Why Companies Use OKRs: Driving Focus, Alignment, and Growth OKRs aren’t just a trendy management tool—they’re a proven framework for enhancing focus, alignment, and growth. Whether you're a start-up looking to scale or an established enterprise aiming for operational excellence, OKRs provide the structure needed to turn ambitions into measurable achievements. Imagine setting out on a journey without a map or a clear destination. That’s what running a business without defined goals can feel like—uncertain and scattered. This is where OKRs (Objectives and Key Results) come in. Far from just another management trend, OKRs offer a structured approach to goal-setting that connects big-picture strategy with everyday actions. But why have companies from Google to LinkedIn embraced them so enthusiastically? What Are OKRs? OKRs stand for Objectives and Key Results . They are a simple yet powerful framework used to set goals and measure progress. Objectives define what you want to achieve—they should be clear, inspiring, and ambitious. Key Results outline how you'll measure success, using specific, measurable outcomes to track progress. Together, they help organisations align efforts, focus on priorities, and achieve meaningful results. 1. Bridging the Strategy-Action Plan Gap The main reason companies use OKRs is to bridge the gap between strategic goals and actionable plans for strategic scaling . Many organisations struggle to translate high-level strategies into day-to-day tasks that drive results. OKRs create a clear connection between the company's vision and the specific actions required to achieve it, ensuring that strategic objectives are not just ideas on paper but are actively pursued across all levels. 2. Clarity and Focus OKRs help companies zero in on what truly matters. Objectives are broad, inspirational goals that define where you want to go, while Key Results are measurable outcomes that track progress. This combination ensures teams are not scattered across conflicting priorities, fostering a laser-like focus on what drives impact. 3. Alignment Across Teams One of the biggest challenges in any organisation is ensuring that different teams work towards the same overarching goals. OKRs create a transparent environment where everyone can see how their work contributes to the company's mission. This alignment reduces silos, enhances collaboration, and ensures resources are allocated efficiently. 4. Measurable Results and Accountability Unlike traditional goal-setting methods that rely on vague aspirations, OKRs demand measurable outcomes. This emphasis on data-driven results promotes accountability at all levels. Teams and individuals know exactly what success looks like, making it easier to track progress and adjust strategies when needed. 5. Driving Business Growth Ultimately, OKRs are a catalyst for growth. By focusing on clear objectives and tracking key results, companies can identify what works, scale successful initiatives, and drive consistent performance improvements. This strategic discipline is why many high-growth companies swear by OKRs. Conclusion OKRs aren’t just a trendy management tool—they’re a proven framework for enhancing focus, alignment, and growth. Whether you're a start-up looking to scale or an established enterprise aiming for operational excellence, OKRs provide the structure needed to turn ambitions into measurable achievements. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

If you’re new to sales management, this guide breaks down what it is, why it matters, and how it helps teams sell smarter, faster, and more consistently. What is Sales Management? If you’re new to sales management, this guide breaks down what it is, why it matters, and how it helps teams sell smarter, faster, and more consistently. Sales are the lifeblood of any business. Without a steady flow of revenue, even the best products and services can’t keep the lights on. That’s where sales management comes in—an essential function that turns selling from a chaotic scramble into a strategic, scalable operation. Sales Management Defined At its core, sales management is the process of planning, directing, and controlling the sales activities of a business . It involves building a team, setting goals, developing strategies, tracking performance, and constantly seeking ways to improve results. It’s both an art and a science—balancing people, processes, and performance to generate consistent revenue growth. The 3 Pillars of Sales Management Sales management can be broken down into three key pillars: 1. Sales Operations This includes the structure, systems, tools, and processes that support the sales team. From setting territories to managing CRM systems and generating reports, sales operations keep things running smoothly behind the scenes. 2. Sales Strategy This is the plan of action—who you’re selling to, how you position your offer, pricing, channels, and goals. Great sales management ensures the sales strategy aligns with broader business objectives and adapts to market conditions. 3. Sales Team Management Sales is still very much a people-first profession. Recruiting the right talent, setting targets, motivating the team, coaching performance, and handling accountability all fall under the leadership side of sales management. Why It Matters Good salespeople can close deals. But great sales management builds systems that allow the entire team to thrive and scale. When done well, sales management: Increases revenue and profit Improves forecasting and pipeline visibility Aligns sales with marketing and customer service Reduces employee turnover by supporting reps Enables better decision-making through data It’s not just about hitting this month’s target—it’s about creating sustainable, repeatable growth. Sales Management in the Age of Automation Technology has transformed sales. Modern sales management now includes: CRM platforms to track and analyse leads Sales enablement tools to support reps AI-powered forecasting and lead scoring Workflow automation to free up time for selling But tools alone don’t create success. It still comes down to people, performance, and process. That’s why the best sales managers blend data with empathy and structure with flexibility. Sales management is about more than just overseeing a team—it’s about creating a system that drives consistent, strategic, and scalable growth. Whether you're leading a small team or managing a global salesforce, strong sales management turns potential into performance. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Elevate your business growth with Rostone Operations’ Strategic Scaling Consulting. Optimise operations, refine your brand, and build a scalable model for long-term success. Strategic Scaling Consulting True business growth comes from more than just increasing revenue—it’s about creating a sustainable, scalable model that aligns with your long-term vision. Our Strategic Scaling service helps businesses optimise their operations and ensure they can grow with consistency, resilience, and efficiency. Why Strategic Scaling? Scaling your business isn’t just about growth—it’s about maximising your business value with precision and strategy. Whether you're a startup entering new markets or an established business refining your growth approach, scaling demands a sharp focus on your operations, brand, and team dynamics. Without the right strategy, rapid growth can lead to inefficiencies, missed opportunities, or burnout. The key to successful scaling lies in aligning every aspect of your business to not only grow but to optimise and maximise its overall value, ensuring long-term success and freedom for you as a business owner.. Strategic Scaling: Maximising Business Value Our approach is driven by the 7Ts Operating Model—Tools, Time, Talent, Traits, Trust, Teach and Theme—ensuring your business creates long-term value while scaling sustainably and inclusively. Business Audit: Identifying Untapped Value We begin with a comprehensive business audit, analysing your operations, financial performance, and market positioning. This deep dive uncovers inefficiencies, growth blockers, and hidden value opportunities that can be leveraged for scalable success. Brand Strategy: Positioning for High-Value Growth Your brand is a key driver of business value. We refine your brand strategy to sharpen market differentiation, attract high-value customers and partners, and strengthen your competitive edge—ensuring your business is positioned for sustainable, profitable growth. Optimisation with the 7Ts: Converting Strategy into Value With a clear roadmap in place, we implement the 7Ts Smart Agile Operating Model to optimise workflows, enhance leadership effectiveness, and integrate scalable technology. This ensures every operational improvement directly contributes to business value—whether through cost efficiencies, enhanced customer experience, or higher productivity. Sustainable, Inclusive Growth: Value That Lasts Scaling isn’t just about expansion—it’s about maximising enterprise value. We ensure that growth benefits not only revenue but also your people, customers, and community. Our approach embeds long-term value creation into every stage of scaling, making your business more resilient, investable, and future-ready. Key Benefits of Our Strategic Scaling Service Optimised Operations to Maximise Business Value: Streamline processes to increase efficiency and scalability, driving growth and ensuring that every aspect of your business is aligned to maximise its long-term value. Increased Profitability and Business Freedom: Achieve sustainable growth that not only increases your revenue but also gives you the freedom to step away from day-to-day operations, empowering you to focus on high-level strategy and lifestyle. Empowered Team and Reduced Burnout: Build a strong, self-sufficient team that can carry the business forward, minimising your personal workload and reducing the risk of burnout. Strengthened Brand for Long-Term Success: Strengthen your brand's market position with a strategy that aligns with your growth goals, ensuring resilience and relevance as your business scales. Sustainable, Inclusive Growth for a Better Lifestyle: Incorporate environmental and social responsibility into your growth strategy, creating lasting value for your business, its people, and the community, while enhancing your overall lifestyle and work-life balance. Who is Strategic Scaling for? Strategic Scaling is for business owners who want to: Increase their business valuation for investment or sale. Gain clarity on their next steps with a structured plan for scaling or exit. Reduce risk and create a more resilient business. Build a strong, high-performance culture. Achieve a clearer vision and sharper focus for long-term success. Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Business awards aren't a PR exercise. They're an opportunity to grow and increase your profitability. Learn why your company should enter business awards. Why Enter Business Awards? Business awards aren't a PR exercise. They're an opportunity to grow and increase your profitability. Learn why your company should enter business awards. Entering business awards is a lengthy and time-consuming process. Sure, it’s nice to receive recognition for all your hard work, but is it really anything other than an PR exercise? We’re here to argue that yes, it absolutely is! Why Enter Business Awards? It’s undeniable that entering business awards is good for PR, but it’s so much more than this. Business awards can actually help your company grow. Let’s look at how. Increased Competitive Advantage and Differentiation From a Honed Unique Selling Proposition (USP) You and your competitors likely already match up on price, quality and more. What’s left to compete on? What’s your USP? Now compare yourself to your competitor if you had an industry award showing you’re the best at what you do. Who do you think your potential customers will buy from? Winning a business award can help increase your competitive advantage as it provides social proof for customers during their journey. It can help set you apart from a crowded market and increase your profitability. Enhanced Social Proof and Social Influence As we’ve just mentioned the concept, it’s worth expanding on social proof. Because it’s a big deal for businesses. Social proof is a powerful psychological phenomenon. It’s the idea that when we see others doing things, we’re more likely to copy that behaviour. It’s why we ask friends for recommendations and look for online reviews. Business awards are another great piece of social proof for customers and for other businesses. They increase your trustworthiness, because it’s not only you saying how great you are. The evidence is in plain sight. Increase Recognition, Staff Motivation and Engagement Entering business awards helps your business be recognised as the market leader it is. But it also helps recognise the incredible work your staff put in. Especially if you attend an awards ceremony, this can be a morale boost to your employees . But even without attendance, winning a business award is a great motivator. Your staff know they’re doing a great job and they’ll be more motivated to continue to do the same going forward. Increase Brand Awareness and Networking Opportunities at Award Events Entering business awards helps increase your brand awareness. Even if you don’t win, as a minimum other businesses will become more aware of your brand’s presence in the industry. If there’s an award ceremony, you’ll also gain a valuable opportunity to network with many business owners for the evening. The award organiser will also likely have quite a bit of publicity prior to the event, via email and social media. This can help put new eyes on your brand. If you do win, you’ll continue to enjoy increased brand awareness long after the event. Rare Free Marketing Opportunities to Promote Your Brand As the saying goes, nothing in life is free. But in this instance at least, you get free marketing opportunities you wouldn’t usually. Not only will your site be mentioned on the website of the award provider, but in all their own campaigns to promote the event. It’s also a great opportunity for you to create your own unique content for your website and have something to talk about on social media, as well as engage with other brands and industry experts. Increase Brand Authority and Industry Recognition as an Industry Expert Closely linked to social proof, winning a business award makes you appear more trustworthy to customers. It establishes you as the expert in your field, which can go a long way in increasing brand authority for customers and other businesses. Increase Customer Loyalty and be Seen as Highly Trustworthy Customers always want to stay with businesses they perceive as being the best. 86% of customers are willing to pay more for a great customer experience. As your business awards increase your brand authority and competitive advantage through social proof, they’re an intrinsic part of your customer experience. Customers are more likely to stick with your brand provided you maintain an excellent customer experience because you’re the safest and most trustworthy option. Increasing customer loyalty is great news for your profitability. 60% of customers will purchase more frequently from brands they’re loyal to, while 50% of customers will make more purchases with brands they’re loyal to. Increase Your Profit Margins with Higher Pricing We mentioned above, but customers are willing to pay more for a great customer experience. As an award-winning business, you can increase your price point to allow for higher profit margins, knowing your customers will still happily stick with you because you’re the best at what you do. This increased profit can be pumped directly back into your business to help you grow. You can hire more staff to continually improve and develop your customer experience and your product or service. Ultimately, it allows you to further enhance your competitive advantage and remain a market leader in your industry. Attract the Best Talent and Build Your own Award Winning Team “Why do you want to work here?” It’s a dreaded question in job interviews. Often candidates are left scrambling for an answer which isn’t the honest answer of, “ I need a paycheck ”. The reality is to attract the best talent , companies need to do more than the bare bones of offering the basics like a pension and statutory holiday. Being an award-winning business helps build up your image to potential candidates to help you attract the very best talent for your business. This can help you build award-winning teams that will continually grow your business. Develop Strategic Alignment and Improved Internal Communications What’s your mission? At times, companies can completely lose sight of their overall direction. Growth, of course, but how do you achieve it? Entering a business award and positioning yourself in the wider marketplace can help you evaluate your overall mission and align your internal strategic direction to accompany it. As part of the award entry submission process, you’ll need to talk all about your vision for your company . Discussing and writing about this can help remind you just what it is you believe in and want to achieve for your business. Boost Sales With Increased Industry Recognition and Exposure Overall, winning awards can help improve your profitability through sales. Research suggests award-winning businesses may have a sales boost of up to 37% . Be an Award-Winning Business Chances are, you won’t win awards if your business doesn’t actually reflect a business worthy of winning one. By far the greatest benefit of business awards comes from being a business with an award-winning mentality. These businesses aren’t simply entering awards for the sake of some free publicity, but because they are led and driven by principles of continual improvement. What we mean is, they’re great businesses not because of the awards, the awards are just a perk of being a market leader. How to Get Business Awards and all the Business Benefits Now you know why enter business awards, you need to figure out how to get them. This starts by figuring out what type of business award you want to aim for. There are many different categories of business awards. A virtually endless list in fact! You need to find a business award that suits your industry, mission and the size of your business to give you the best chance of winning. As there are so many business awards available, you’ll also want to vet the different business awards you look at as some are more reputable than others. You can start by narrowing down whether you’d like to aim for an industry-specific award or a wider business award. This will help narrow your search down considerably. You can also narrow it down further by deciding whether you’d like to enter local awards, regional awards, national awards or international awards. Much of this decision will come down to the size of your company. For example, a small local business has a much better chance of winning a local business award than an international one! Other common categories of business awards include: Social impact awards Senior leadership awards Consumer product awards Quality marks As we said above, because there are so many different types of business awards, to give you the best chance of winning, you’re best off choosing a business award category that aligns well with your brand and vision. Once you’ve decided which business award you’d like to enter for, you need to create an award-winning entry submission. What’s the Award Entry Submission Process? Award entry submissions vary, a lot! Where one business award might only need a simple document filling out to enter, others will need all sorts of resources like video reels and portfolios. This means it can be an incredibly time-consuming process to win the best business awards. That’s where we come in. We create award-winning businesses, but as part of that process, we’ve written a lot of award-winning entries to help get more UK SMEs recognised as the productivity powerhouses they are! We handle every part of the award entry writing process for you. We’ll get to know your brand, tell your story and gather any resources needed for your award entry submission. You can find out more about our award entry writers on our site. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Professional phone skills are a vital part of your customer service and customer experience. Effective phone skills can increase your productivity and profitability. The Complete Guide to Professional Phone Skills Phone skills are a vital part of your customer service and customer experience. Telephone Skills Training can increase your productivity and profitability. Learn how. How important is your first interaction with a customer? Once upon a time, the saying used to go that a customer’s first interaction with a business was everything. It was how they remembered that business forever. No matter how good the service that followed was. It’s not quite that simple anymore. The reality for today’s customer-centric world is that every single customer interaction represents your business . Delivering anything less than outstanding service every time will cost your business. Not only will it cost you potential leads and sales, but it will also cost you in regard to your business productivity and brand authority. All of this is to say, your phone skills matter — a lot. Whether that’s sales skills or service skills, you need both to deliver a first-class customer experience. That’s precisely why we’ve put together our complete phone skills guide to walk you through everything you need to know which you can also learn on our telephone skills training course. Phone Skills: A Definition There are lots of different phone skill definitions, but we like this one most: “Telephone skills are made up of 4 key aspects; communication skills, interpersonal skills, phone etiquette and call management skills.” So many people assume phone skills all just come down to manners. While that’s definitely part of it, it doesn’t give us the whole picture. Phone skills should be thought of as an all-encompassing term for how your business interacts with customers over the phone . This definition includes all aspects of phone calls. From call handling to call answering to following up, all these interactions are part of how you do business. They’re what shape your customer’s experience. As such, there are best practices for phone skills all businesses should be following to ensure their interactions are the most positive, productive and profitable they can be. 5 Key Aspects of Professional Phone Skills Broadly speaking, phone skills can be split into five different aspects to consider: Call answering Call ownership Call handling Call management Call closing We’ll be looking at all of them in further depth throughout this guide. But first let’s understand why phone skills are so important for your business. Why are Phone Skills so Important for Businesses? We said this in the introduction, but we’ll say it again to drive it home. Poor phone skills cost your business. A poor experience costs your company money. A customer who has a poor experience buying from you will go to a competitor who values their time. But it doesn’t just cost you that one purchase. Chances are, that customer won’t come back to you in their lifetime. A study showed that after just one negative experience, a whopping 51% of customers will never do business with a company again. It will also cost you valuable word-of-mouth-marketing. Research suggests the average customer tells a further 15 people about a poor service experience. So you’re losing those customers too. When all is said and done, bad customer service costs UK businesses around 37 billion a year. No small sum, is it? Yet many businesses seem to accept it as a normal cost of doing business. Instead of resolving internal issues revolving around customer service, they’ll plough funds into marketing campaigns to bring in new customers. This strategy comes with its own price — productivity. The Cost of Poor Productivity Let’s look at the average phone advisor’s 8-hour working day and figure out how they spend their time. We’ll immediately knock a couple of hours off for other tasks they need to get done throughout the day like replying to emails and meetings, so we’re down to 6 hours already. Out of those 6 hours, let’s guess half of them are taken up by service calls. By service calls, we mean queries, hidden complaints and other calls which are just taking up time. Whatever they are, if the initial service or interaction with your business had been better, the customer wouldn’t be calling. This can include anything from full-blown complaints to something as simple as checking the time of an appointment. Regardless of the severity of the call, both highlight issues with the customer experience and take up our agent’s time. Before you know it, our agent has lost half their day to service calls. Then half a week. Then half a month. Then half a year. All for calls that didn’t need to happen had the customer experience been improved in the first place. This time could have been spent on helping the business grow through following up leads or sales. You might think your business doesn’t spend 50% of their time handling service calls, but you may be surprised. From the many different businesses and industries we’ve helped become more productive, 50% service calls is a conservative estimate. Improving your phone skills can change all of this. Integrating Workflows and SOPs into Effective Phone Skills Effective call handling is a vital part of maintaining and building relationships with customers, and workflows and Standard Operating Procedures (SOPs) ensure consistency and quality in every interaction. Whether you are answering an enquiry, solving a problem, or following up on a lead, having a structured workflow can help streamline the process, reduce errors, and ensure that every conversation meets business standards. Why Workflows Matter in Phone Skills A workflow is a defined sequence of tasks that guide the communication process. For phone skills, this means having a clear and repeatable structure that ensures no steps are missed in customer interactions. Workflows help phone handlers manage time efficiently while staying on track with company objectives. For example, an inbound call workflow might include: Introduction : Greet the caller with a friendly tone and introduce yourself and your company. Clarification : Ask specific questions to understand the purpose of the call and ensure clarity. Action : Depending on the inquiry, provide answers, offer assistance, or connect the caller to the right department. Follow-up : Summarise the call, confirm the next steps, and ensure the caller feels satisfied with the outcome. Documentation : Record the details of the call for future reference, ensuring that all relevant information is captured. By embedding workflows into your phone skills, your team can handle a higher volume of calls efficiently, all while maintaining a professional and courteous tone. Standard Operating Procedures (SOPs) for Phone Interactions SOPs take workflows a step further by outlining the exact methods and standards to be followed. SOPs for phone skills define key behaviours, words to avoid, scripts to use, and even how to manage challenging situations. For instance, an SOP for handling irate customers could include specific steps like: Staying calm and composed, allowing the customer to vent their frustration without interruption. Reassuring the caller that their concern is being taken seriously. Offering a solution within company policy or escalating the issue to a supervisor if necessary. By adhering to these guidelines, every team member delivers a consistent customer experience, no matter who picks up the phone. This approach fosters trust, builds customer loyalty, and reduces the risk of miscommunication. Linking Workflows and SOPs to Business Efficiency Workflows and SOPs aren’t just tools for managing phone calls—they are integral to operational efficiency. Implementing these processes improves time management, reduces repetition, and ensures that all customer interactions align with company values and objectives. When staff know exactly how to handle different types of calls through clearly defined processes, it not only boosts productivity but also frees up time for higher-value tasks. By integrating well-structured workflows and detailed SOPs into your phone communication strategy, your business can ensure that every call contributes to creating a lasting, positive impression. The Benefits of Good Phone Skills It’s not all doom and gloom. If we change perspective, delivering great customer service phone skills come with amazing results for businesses. Customers are happy to spend up to 17% more to do business with a company that delivers excellent customer service ; and 7 out of 10 customers say they’ve done exactly that. These happy customers are good news for business because it’s up to five times more expensive to acquire a new customer than it is to keep an existing one. Because of this, increasing customer retention rates by even 5% can increase profits by up to 25%. All this research backs up what businesses profess to know, but so often ignore. To compete in today’s business world, companies must be customer-centric. Long gone are the days where businesses could compete on price or quality. The 21st century customer expects an outstanding omnichannel customer experience and for your business to be empathetic and ethical. Anything less will cost your business. With the risks and benefits regarding good customer service laid out, it’s clear to see how important good phone skills are. It’s one of the defining ways you interact with your customers. But as we said above, it’s not just how you answer a phone that matters. Your phone skills also include things like how well your company manages and handles calls, as well as how well you follow up after. Let’s look at all these different aspects in more depth. How To Improve Call Answering Skills Call answering is a hugely broad phone skill in itself. It’s one of the defining features of good customer service. Getting your call answering right is the difference between a happy customer and an unhappy one. This isn’t as simple as reading from a script. Your call answering should be guided by the principles of customer service . This means both understanding and listening to your customers, but also knowing the right actions to take. These key principles of customer service include: Be responsive Be knowledgeable Be consistent Be effortless Be human Be open Be proactive Be continuous They work incredibly well alongside the vital phone manners needed for customer service: Answer promptly Introduce yourself Be clear Be audible Match brand voice Listen Be positive Be polite Be helpful Understanding Your Customers All this starts with understanding your customer in the first place. You can’t help them if you have no idea what their motivations, needs or wants are. You can better understand your customers through customer empathy . Customer Empathy A nebulous concept, ever-changing depending on who you ask. But at it’s basic level, it’s the skill of understanding the needs and feelings of your customers. A definition we love is: “Customer empathy is the ability to empathise with your current and potential customers. It helps us understand the needs and feelings of customers and view things from their perspective. Customer empathy can be used by many different departments from customer service to product development to marketing.” In essence, customer empathy skills can help you become more customer-centric, improve your customer experience and increase your profitability. You can improve customer empathy in a lot of ways, but techniques you can implement with your team straight away include creating user personas and developing customer empathy maps. Developing customer empathy across an entire business is a little trickier. It involves changing the way businesses communicate from dated top-down communications to a flat organisation. Businesses need to value feedback from their customer-facing staff and create structured communications between those staff and other departments to allow for continual improvement of the customer experience, led by empathy. Overall, genuinely empathising with your customers can help improve phone skills in a huge variety of ways because understanding your customers’ needs can help you make more customer-centric decisions around your call management. This could be as simple as hiring more employees to reduce wait times. It could be through improving your UX experience to provide information frequently requested on calls. It could be through adding an automated follow-up email to reiterate information shared. The possibilities are boundless. Alongside empathy, businesses should be aiming for proactive customer service as the two go hand-in-hand. Proactive Customer Service All proactive customer service means is anticipating the needs of your customers and addressing them before they occur — and you don’t need to be a mind reader to do it. Companies currently rely too heavily on reactive customer service. This is where call advisors are just putting out fire after fire, as opposed to proactively growing their business by chasing leads and so on. Proactive customer service comes with a lot of benefits for business, all through increasing productivity and profitability It can free up your team from unproductive service calls It can boost brand authority through better experiences It can improve customer retention rates It can get you more online reviews and increase your search engine ranking positions It can improve your word of mouth marketing To implement proactive customer service in your business, you should be led by customer feedback, just like we mentioned for empathetic businesses. This can be through surveys, but you should also be monitoring your online mentions and investigating complaints. You should also be creating self-service content on your website so customers can help themselves with common queries, instead of having to contact you. Proactive customer service alongside customer empathy help lay the foundations of good call answering, ultimately helping your employees deliver a better customer service experience when they pick up the phone. Listening to Customers Once these foundations are in place, you can move onto addressing the phone skills more directly related to phone call answering. While manners are obviously a vital phone skill, many companies fall short in assuming this is the only phone skill employees should focus on. It’s not the case. There are few things more frustrating than feeling like you’ve not been heard. Chances are you’ve experienced at least one of these interactions in your lifetime. You’ve called up a company and explained the problem. But because they’re reading from a script, you’re not getting the answers you need. You’re frustrated, the agent is frustrated and everyone has a bad experience. Simply listening could have fixed the problem. This is why companies and agents who value active listening in customer service have better phone skills. Active listening helps build trust with your customers by showing them they’re not just any other customer. The agent wants to hear and help them as a unique individual. It helps your employees become more empathetic and all this feeds back into your business growth. There are many skills involved in active listening on phone calls, but the most important are: Verbalise understanding Don't interrupt Be empathetic Minimise distractions Repeat and summarise Use questioning techniques Be calm Be human Don't get stuck in your head Take notes Sometimes this means going off script, but your customers will love you for it in the long run. Customer Service Questioning Techniques As we hinted at above, active listening goes hand-in-hand with questioning skills. Any call advisor can tell you that a high proportion of the phone calls they get are queries. It’s so easy to assume that because the advisor has answered the given query the caller had, that you can write that off as a good customer service experience. But it’s not the case. The reality is, your company and your employees are the experts of your service or product. Your customer isn’t. Sometimes, this means customers won’t have the knowledge to know the questions they need to ask in the first place. This makes questioning a vital phone skill. You can deliver better customer service by not only actively listening, but by utilising the right questions to ask customers to get to the root of issues and deliver the best possible outcomes. This is why call advisors should be trained in customer service questioning techniques . This phone skill goes beyond the simple, “ how can I help you today? ” opening question, to instead knowing what different types of questions to ask to get the most valuable information out of customers. This could include: Open questions Closed questions Funnel questions Probing questions Clarifying questions TED questions Leading questions How To Deal With Upset Customers Of course, occasionally it seems bad customer experiences are unavoidable. For phone advisors, this is often due to some other interaction with your business and the first they’re hearing of it. In these instances, they should be confident in their phone skills to handle these interactions, as well as trained in how to deal with difficult customers . Conflict resolution is, after all, a vital customer service skill, but often it seems to be a phone skill that call advisors find more difficult to develop. Dealing with upset customers involves understanding the different types of difficult customers and knowing how to deal with them individually. For example, you wouldn’t take the same approach when dealing with an entitled customer as you would with a very frugal one. Some basic tips to follow when dealing with difficult customers include: Don’t take it personally Be empathetic Listen Take ownership Keep calm Be transparent Know when to escalate Verbalise your understanding Use and share resources If all else fails, remember they’re only human! The companies who set themselves apart from the competition are those who go beyond the bare minimum complaints handling process with service recovery strategies. Service Recovery So many companies deal with complaints poorly because they follow a set process and refuse to go outside this process for each unique problem. You’ve likely seen the copy and paste, hollow apologies for poor TrustPilot reviews. These are a great example of how not to resolve a complaint. Service recovery focuses on recognising customer expectations and meeting them in order to rectify the situation. Moreover, there's a great reason to do so because of the service recovery paradox. This theory suggests that customers who have a negative experience, but receive a great and prompt resolution, will be more loyal customers than those who had the standard customer experience you offer. Sounds odd, but it makes sense when you give it a little thought. After all, you’ve been given the opportunity to prove to your customer how much you value their business. If you perform great service recovery, it’s logical that you’d end up with a more loyal customer. Overall, with great service recovery, unhappy customers aren’t just a cost of doing business. They’re a huge opportunity that can benefit your business with the right strategy and phone skills. For the proactive customer-centric business, resolving the complaint isn’t the end of the process. Complaints should be analysed and examined to figure out root causes and how they could be avoided in the future. This ties into a larger process of continual improvement across the business, ensuring the customer experience is always evolving. Implement Call Ownership Call answering is intrinsically linked with call ownership. Many companies fail to address this vital element in their sales and service skills and their customer experience suffers because of it. If you’re not familiar with the concept, we’ll use an example we’re sure you’ll be familiar with. A customer has called up with a query and Agent A answers the phone. Agent A isn’t sure, but another department will know. They tell the customer they will email them the information once they have it. After the call, Agent A emails the other department. The department takes a while to pick up the email. Customers aren’t their priority after all. But they do eventually email it back to Agent A. They don’t know Agent A is on holiday by the time it’s gone back to them. Agent B, who is covering, sees the email. They don’t know what it’s in regard to, so they ignore it. The customer calls back a week later and Agent C answers the phone. What was once a query is now a complaint. Agent C tells them they’ll look into it. But Agent A is still away and their manager is unavailable that day. They drop their manager an email and assume it will get resolved at some point. By this point, the customer is exasperated. They’ve left a bad review on Google and TrustPilot. They’re further antagonised by the auto-response they receive on their reviews with an empty apology, asking them for contact details the company already has on record, so they can look into it further. Now ask yourself... who’s fault was the complaint? No one’s really. It’s a culture problem. Specifically, a company culture lacking in ownership. If any of the employees involved had taken ownership over the query, it could have been resolved. Agent A could have met with the department. Agent B could have called the customer to get more information. Agent C could have made resolving it a priority. Without call ownership, issues multiply and bad customer service reigns supreme. Whereas in a company where employees are encouraged to take ownership in customer service, your customers reap the rewards. Problems are resolved faster, customers are happier and your business productivity and profitability improve. Much of call ownership comes down to empowering your employees and increasing their well-being. An unmotivated, burned out employee who feels like the company doesn’t care about them is unlikely to want to take ownership. A happy employee who is shown they are valued and appreciated within a business is far more likely to take ownership. With that foundation established, call ownership comes down to communication through powerful conversations. It doesn’t mean simply taking the blame for the company, but expressing and showing that you personally are concerned with a customer’s issue and you have a genuine desire to resolve it. Overall, call ownership is a phone skill that needs developing not solely by individual employees, but across the company. Call Handling Skills Improve the Customer Experience Business phone skills also extend to the way you handle calls as it impacts the overall customer experience you deliver. Let’s say you call up a company with an issue. You’re not annoyed when you originally call them. But then you’re on hold for half an hour before you even speak to a human. When you finally do speak to a human, they tell you you’ve gone through to the wrong department and they’ll transfer you. You wait on hold, again, before you eventually get through just to be cut off. Obviously, this is an extreme example of bad call handling skills. But it happens a surprising amount, even in large, well-established companies. Perhaps even more so for these companies. This is often because companies simply outsource this aspect of their business without giving it much analysis or thought. But for smaller and medium-sized companies, this process is dealt with internally and should be given due attention and consideration. There are clear call handling skills that can be taught to employees. These include things like manners and tone, but also summarising the call, as well as internal knowledge of where to direct calls to. Companies who want to follow call handling best practices should therefore be analysing call handling regularly to see where it can be improved and where the weaknesses lie. They can use this information to develop phone skill best practices which can be shared with employees to ensure the best possible customer experience every time. Call Management Skills Transform Customer Service Call management looks at the bigger picture of phone skills within your business. It’s an important - and often overlooked - aspect of your process. Businesses should be reviewing their call management processes continually. Without knowing the unique ins-and-outs of your business, it’s difficult to say exactly what this would look like in your business. It could mean assessing how inbound and outbound calls are managed and whether it could be done better. It could be reviewing your current call management software to see whether it needs to upgrade to more modern technology. It could be researching new call management features which could improve your customer service. There is no one size fits all rule to call management skills, but there are many best practices which may help your business improve your phone skills overall. Call Closing Techniques to Maximise Profitability Last, but by no means least, the close. Many sales people will tell you the close is the most important aspect of the call. They’re not wrong either, it’s a vital phone skill. There are literally hundreds of call closing techniques to pick from. From the tried-and-tested to more phone sales skills. These vary depending on the type of calls you’re dealing with; whether it’s a sale, a lead or a service call. But having set processes in place for the different types of calls will ensure you’re not missing out on opportunities. This is why so many businesses have scripts with a variety of customer service closing statements for their agents to pick from to deliver better customer service. From the most famous, “ is there anything else I can help you with? ” to summarising the call, these scripts have their place. This said, they do need regular evaluation. Companies should ask themselves how well ending scripts fit with their ethos and whether there are better options available. Just because something is working okay doesn’t mean it couldn’t work better. The Follow Up The nature of the 21st century customer means the close is no longer really the close. Customers interact with brands across many different channels and platforms, creating a omnichannel experience. Because of this, the customer service follow up has never been more important. Whether this is sending a thank you email, asking for a review or offering an incentive to purchase again, it’s so important that your company doesn’t miss this vital step of the process. Automated marketing can help you manage these aspects to ensure you don’t miss key follow ups. This can extend the lifetime value of your customer and ensure your customer service is bar none. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

Construction Operations: Construction Project Estimating and Scheduling, a guide for residential and commercial developers, as well as lead contractors. Introduction The Estimating Process The Scheduling Process Common Challenges Advanced Strategies Conclusion In This Article Construction Project Estimating and Scheduling Introduction The Estimating Process The Scheduling Process Introduction In the world of construction operations, whether you're a residential or commercial developer, or a lead contractor, accurate project estimating and efficient scheduling are crucial for success, no matter the project's scale. Whether you're handling a home renovation, new office space, or a small build, the precision of your estimates and the effectiveness of your scheduling can make or break the project. However, these tasks often require careful coordination of resources, time, cost, and quality, making them more complex than they might initially seem. The Importance of Accurate Estimating and Scheduling Before we delve into the technicalities, it's crucial to understand why estimating and scheduling are so vital to construction projects. The Role of Estimating in Construction Estimating is the process of predicting the cost, time, and resources required for a construction project. It lays the foundation for project planning, budgeting, and resource allocation. Without an accurate estimate, you risk underfunding or overfunding the project, leading to delays, cost overruns, or even project failure. Key Benefits of Accurate Estimating • Cost Control: Helps in setting realistic budgets and avoiding unforeseen expenses. • Resource Management: Ensures that materials, labour, and equipment are allocated efficiently. • Risk Mitigation: Identifies potential financial risks and allows for contingency planning. • Client Satisfaction: Builds trust with clients by providing transparent and realistic cost projections. The Role of Scheduling in Construction Scheduling, on the other hand, involves planning the sequence of activities, allocating resources, and setting timelines to ensure the project is completed on time. A well-crafted schedule helps to synchronise the work of different teams, avoid conflicts, and ensure that each phase of the project is completed in a timely manner. Key Benefits of Effective Scheduling: • Time Management: Helps to avoid delays and ensure that the project is completed on time. • Coordination: Ensures that different teams and tasks are aligned, preventing bottlenecks and resource conflicts. • Quality Assurance: Allows for proper time allocation to each task, ensuring that quality is not compromised. • Client Communication: Provides a clear timeline for clients, managing their expectations and fostering trust. The Estimating Process: Steps, Tools, and Techniques Estimating is both an art and a science, requiring a blend of historical data, industry knowledge, and analytical tools . Here’s a step-by-step breakdown of the estimating process. 1. Understanding the Scope of Work The first step in any estimation process is to fully understand the project’s scope. This involves a detailed review of the project plans, specifications, and any other documentation provided. The scope defines what is included in the project and, just as importantly, what is not. Key Questions to Ask: • What are the key deliverables? • What materials and labour are required? • Are there any special conditions or unique requirements? • What are the potential challenges or risks? 2. Quantifying the Work Once the scope is clearly understood, the next step is to quantify the work involved. This involves creating a Bill of Quantities (BoQ) , which lists all the materials, labour, and equipment needed, along with their respective quantities. Common Methods for Quantification: • Manual Takeoffs: Counting and measuring from drawings manually. • Digital Takeoffs: Using software tools like Bluebeam or PlanSwift to digitise the takeoff process. • Model-Based Estimation: Using Building Information Modelling (BIM) to extract quantities directly from 3D models. 3. Applying Unit Costs With the quantities in hand, the next step is to apply unit costs to each item in the BoQ. These costs should be based on current market rates and include material costs, labour rates, equipment usage, and any other direct costs. Tips for Accurate Unit Costing: • Use Historical Data: Refer to past projects for similar work to get an idea of realistic costs. • Consult Suppliers: Get quotes from suppliers for up-to-date pricing on materials and equipment. • Factor in Labour Rates: Labour rates can vary significantly depending on location, skill level, and union regulations. 4. Considering Overheads and Profit Margins In addition to direct costs, you also need to account for indirect costs (overheads) and profit margins. Overheads include expenses like office rent, utilities, insurance, and salaries for non-field staff. Profit margins should reflect the level of risk involved in the project and the company’s financial objectives. Typical Overheads in Construction: • Project Management Costs: Salaries for project managers, engineers, and administrative staff. • Site Costs: Temporary facilities, site security, utilities, and site maintenance. • Insurance: Liability, workers’ compensation, and equipment insurance. • Permits and Fees: Costs associated with obtaining necessary permits and licenses. 5. Adding Contingencies Even the most meticulous estimates can’t account for every possible variable. That’s where contingencies come in. Contingencies are a percentage of the total estimated cost set aside to cover unforeseen expenses, changes in scope, or other unexpected issues. Common Contingency Percentages: • Low-Risk Projects: 5% to 10% of the total estimated cost. • Medium-Risk Projects: 10% to 15% of the total estimated cost. • High-Risk Projects: 15% to 20% of the total estimated cost. 6. Reviewing and Adjusting the Estimate Once the initial estimate is prepared, it’s essential to review it thoroughly. This includes cross-checking quantities, verifying unit costs, and ensuring that all aspects of the project are covered. It's also important to involve other stakeholders, such as project managers, engineers, and procurement teams, in the review process. Review Checklist: • Have all quantities been accurately measured? • Are the unit costs current and reflective of market conditions? • Have all overheads and profit margins been appropriately calculated? • Is the contingency sufficient given the project’s risk profile? 7. Presenting the Estimate Finally, the estimate needs to be presented to the client or decision-makers in a clear and transparent manner. This should include a detailed breakdown of costs, along with explanations for any assumptions made or contingencies included. Presentation Tips: • Use Clear Language: Avoid jargon and present the estimate in a way that non-technical stakeholders can understand. • Provide Supporting Documentation: Include copies of takeoffs, supplier quotes, and other documents that support the estimate. • Highlight Key Assumptions: Make it clear where assumptions have been made and what impact they could have on the final cost. 8. The Role of Estimators: Skills and Competencies While tools and techniques are crucial in estimating, the skills and competencies of the estimator are equally important. An effective estimator needs more than just technical knowledge; they must also possess a range of soft skills that enable them to communicate effectively, think critically, and make informed decisions. Essential Skills for Estimators: • Attention to Detail: Ensures that no aspect of the project is overlooked. • Analytical Thinking: Helps in evaluating different scenarios and making informed decisions. • Communication Skills: Vital for explaining estimates to stakeholders and negotiating with suppliers. • Problem-Solving: Required for dealing with unexpected challenges during the estimation process. • Time Management: Critical for meeting deadlines and managing multiple estimates simultaneously. 9. Advanced Estimating Techniques For complex projects, basic estimating techniques might not be sufficient. Advanced methods like probabilistic estimating, cost modeling, and risk analysis can provide more accurate predictions, especially when dealing with uncertainties. Advanced Techniques: • Monte Carlo Simulation: A probabilistic method that uses random sampling to estimate the likelihood of different outcomes. • Cost Modelling: Creating a detailed model of the project costs, including variables that can affect pricing. • Sensitivity Analysis: Evaluating how changes in one aspect of the project (like material costs) can impact the overall estimate. The Scheduling Process: Steps, Tools, and Techniques Like estimating, scheduling is a multifaceted process that requires careful planning and execution. A well-structured schedule not only ensures that a project stays on track but also allows for efficient resource allocation and risk management. 1. Defining the Work Breakdown Structure (WBS) The first step in scheduling is to create a Work Breakdown Structure (WBS). The WBS is a hierarchical breakdown of the project into smaller, more manageable components. Each level of the WBS represents a finer level of detail, from the overall project down to individual tasks. Benefits of a WBS: • Clarity: Provides a clear understanding of the project’s scope and deliverables. • Organisation: Helps to organise the work into manageable sections. • Responsibility Assignment: Facilitates the assignment of responsibilities to different teams or individuals. 2. Sequencing Activities Once the WBS is in place, the next step is to sequence the activities in the order they need to be completed. This involves identifying dependencies between tasks, which can be broadly classified into four types: • Finish-to-Start (FS): Task B cannot start until Task A is finished (e.g., painting cannot start until the walls are plastered). • Start-to-Start (SS): Task B cannot start until Task A starts (e.g., excavation and foundation pouring might start simultaneously). • Finish-to-Finish (FF): Task B cannot finish until Task A finishes (e.g., quality inspections cannot finish until all construction work is completed). • Start-to-Finish (SF): Task B cannot finish until Task A starts (less common in construction). Tools for Sequencing: Gantt Charts: Visualise the project timeline and task dependencies. Network Diagrams: Show the logical relationships between tasks and help identify the critical path. Critical Path Method (CPM): Identifies the longest sequence of tasks that determines the project duration. 3. Estimating Activity Durations The next step is to estimate the duration of each activity. This involves considering the scope of work, the resources available, and any potential risks or challenges. Durations can be estimated using various methods, including expert judgment, historical data, and three-point estimation. Three-Point Estimation: • Optimistic Duration (O): The best-case scenario where everything goes smoothly. • Pessimistic Duration (P): The worst-case scenario where everything that could go wrong does. • Most Likely Duration (M): The most realistic estimate, considering normal challenges. The formula for the expected duration (E) is: E=(O+4M+P)/6 4. Developing the Schedule With activities sequenced and durations estimated, you can now develop the project schedule. This involves assigning start and finish dates to each task, considering constraints such as resource availability, deadlines, and external factors like weather conditions. Key Scheduling Techniques: • Gantt Charts: Ideal for visualising the project timeline and tracking progress. • Network Diagrams: Useful for identifying the critical path and understanding task dependencies. • Critical Path Method (CPM): Identifies the sequence of critical tasks that determine the project’s overall duration. • Program Evaluation and Review Technique (PERT): A statistical tool used to estimate project duration by analysing the time required to complete each task, often used when there is uncertainty in activity duration. 5. Allocating Resources Once the schedule is developed, the next step is to allocate resources to each activity. This includes assigning labour, equipment, and materials, as well as ensuring that these resources are available when needed. Resource allocation must be done carefully to avoid overallocation or conflicts between tasks. Common Resource Allocation Challenges: • Resource Shortages: Limited availability of key resources, such as skilled labour or specialised equipment. • Resource Conflicts: Multiple tasks requiring the same resources at the same time. • Resource Levelling: Adjusting the schedule to ensure that resources are used efficiently without causing delays. Resource Allocation Tools: • Resource Histograms: Visual representation of resource usage over time. • Resource Levelling: Adjusting the start and end dates of activities to resolve resource conflicts. • Software Tools: Platforms like Microsoft Project or Primavera P6 offer features for resource allocation and management. 6. Monitoring and Controlling the Schedule Once the project is underway, it's essential to monitor the schedule regularly and make adjustments as needed. This involves tracking progress, identifying deviations from the plan, and taking corrective actions to get the project back on track. Techniques for Schedule Monitoring: • Progress Tracking: Regularly updating the schedule to reflect actual progress on the ground. • Earned Value Management (EVM): A method that integrates cost, schedule, and scope to assess project performance. • Variance Analysis: Comparing the planned schedule to the actual schedule to identify any variances. • Critical Path Analysis: Regularly reviewing the critical path to ensure that key tasks are on track. 7. Updating and Revising the Schedule No project schedule is set in stone. As the project progresses, you may need to update the schedule to reflect changes in scope, unexpected delays, or other unforeseen events. It’s important to communicate these changes to all stakeholders and ensure that the updated schedule is realistic and achievable. Common Reasons for Schedule Revisions: • Scope Changes: Additions or modifications to the project scope that impact the schedule. • Resource Constraints: Changes in resource availability that require adjustments to the timeline. • External Factors: Weather conditions, regulatory changes, or other external factors that impact the schedule. • Risk Management: As new risks are identified, the schedule may need to be adjusted to incorporate mitigation strategies. 8. The Role of Schedulers: Skills and Competencies Schedulers play a critical role in the successful execution of construction projects. They need to possess a mix of technical knowledge, strategic thinking, and communication skills to create and manage effective schedules. Essential Skills for Schedulers: • Technical Proficiency: Knowledge of scheduling tools and techniques like CPM, PERT, and Gantt charts. • Analytical Thinking: Ability to assess risks, evaluate dependencies, and foresee potential bottlenecks. • Problem-Solving: Skill in resolving scheduling conflicts and addressing delays. • Communication: Clear communication with stakeholders to keep everyone informed about schedule changes or issues. • Attention to Detail: Ensures that all tasks, dependencies, and resources are accurately accounted for. 9. Advanced Scheduling Techniques For complex projects, basic scheduling techniques might not suffice. Advanced techniques like agile scheduling, rolling wave planning , and last planner system (LPS) can provide more flexibility and accuracy, especially in dynamic environments. Advanced Techniques: • Agile Scheduling: Allows for flexibility and adjustments throughout the project, ideal for projects with evolving requirements. • Rolling Wave Planning: Focuses on detailed planning for the near term while keeping the long-term plan more flexible. • Last Planner System (LPS): A lean construction technique that involves collaborative planning and commitment from all parties to meet the schedule. Common Challenges in Estimating and Scheduling Even with the best tools and techniques, estimating and scheduling can be fraught with challenges. Understanding these challenges and knowing how to address them is key to mastering these critical processes. 1. Inaccurate Data One of the most common challenges in estimating is the reliance on inaccurate or outdated data. Whether it’s outdated unit costs, incorrect quantities, or unrealistic labour rates, inaccurate data can lead to flawed estimates and, ultimately, project failure. Solution: Use up-to-date data sources, consult with industry experts, and verify all information before including it in the estimate. Regularly update your cost databases to reflect current market conditions and ensure that you have the latest information on material prices, labour rates, and other key inputs. 2. Scope Creep Scope creep occurs when the project scope expands beyond the original plan without corresponding adjustments to the budget or schedule. This can lead to cost overruns, delays, and resource shortages. Solution: Implement a strict change management process that requires all scope changes to be approved and documented, along with their impact on the budget and schedule. Establish clear procedures for scope changes, and communicate them to all stakeholders at the outset of the project. 3. Resource Constraints Limited availability of resources, such as skilled labour or specialised equipment, can pose significant challenges to both estimating and scheduling. Resource constraints can lead to delays, increased costs, and lower quality. Solution: Plan resource allocation carefully, consider alternative resources, and build flexibility into the schedule to accommodate potential constraints. Conduct a thorough resource analysis during the planning phase to identify potential bottlenecks and explore options for resource sharing or outsourcing if needed. 4. Unforeseen Events Construction projects are often subject to unforeseen events, such as weather delays, regulatory changes, or supply chain disruptions. These events can disrupt the schedule and increase costs. Solution: Include contingencies in both the estimate and schedule to account for potential unforeseen events, and regularly monitor the project for emerging risks. Develop a risk management plan that identifies potential risks and outlines mitigation strategies, including contingency plans and alternative resources. 5. Communication Breakdown Poor communication between project stakeholders can lead to misunderstandings, misaligned expectations, and errors in estimating and scheduling. This is particularly common in large projects with multiple teams and subcontractors . Solution: Establish clear communication channels, hold regular meetings, and ensure that all stakeholders have access to up-to-date project information. Use collaborative tools like project management software to centralise information and facilitate real-time communication between teams. 6. Over-Optimism in Planning It’s not uncommon for project managers and estimators to be overly optimistic in their planning, underestimating the time and resources required to complete tasks. This can lead to unrealistic schedules and budgets, resulting in delays and cost overruns. Solution: Adopt a more conservative approach to estimating and scheduling, incorporating buffer times and contingencies to account for uncertainties. Use historical data and expert judgment to set realistic expectations and avoid the pitfalls of over-optimism. 7. Complexity in Large Projects Large construction projects involve multiple stakeholders, numerous tasks, and significant coordination challenges. Managing the complexity of these projects can be daunting, and even minor errors in estimating or scheduling can have a ripple effect on the entire project. Solution: Break down large projects into smaller, more manageable phases or milestones, each with its own estimate and schedule. Use advanced construction project management techniques like phased delivery or rolling wave planning to manage complexity and maintain control over the project’s progress. Advanced Strategies for Mastering Estimating and Scheduling For those looking to take their estimating and scheduling skills to the next level, here are some advanced strategies to consider. 1. Leveraging Technology In today’s digital age, technology plays a crucial role in construction estimating and scheduling. From software tools to automation and artificial intelligence (AI), there are numerous ways to enhance accuracy and efficiency. Key Technologies: • Building Information Modelling (BIM): Allows for model-based estimation and scheduling, improving accuracy and collaboration. BIM can also facilitate clash detection and provide visual representations of the project, helping stakeholders better understand the scope and requirements. • Estimating Software : Tools like Sage Estimating , ProEst , and HCSS HeavyBid can streamline the estimating process, reduce errors, and integrate with other project management tools. These platforms often come with built-in cost databases, templates, and integration with accounting systems, making the entire process more efficient and accurate. • Scheduling Software: Microsoft Project, Primavera P6, and Asta Powerproject offer advanced scheduling features like resource leveling, critical path analysis, and scenario planning. These tools allow for real-time updates, enabling project managers to respond quickly to changes and keep the project on track. • Artificial Intelligence (AI): AI-driven tools can predict costs, optimise schedules, and identify potential risks before they become issues. By analysing large datasets and historical project information, AI can provide insights and recommendations that improve decision-making and reduce the likelihood of errors. 2. Continuous Learning and Improvement The construction industry is constantly evolving, with new techniques, materials, and technologies emerging regularly. To stay ahead of the curve, it’s important to commit to continuous learning and improvement. Ways to Stay Updated: • Industry Conferences and Workshops: Attend events to learn about the latest trends and network with other professionals. These gatherings often feature presentations from industry leaders, case studies, and hands-on workshops that provide practical insights and skills. • Certifications: Pursue certifications like the Certified Estimating Professional (CEP) or Project Management Professional (PMP) to enhance your skills and credentials. These certifications often require ongoing education, ensuring that you stay current with industry best practices. • Online Courses: Platforms like Coursera, LinkedIn Learning, and Udemy offer courses on estimating, scheduling, and project management. Many of these courses are self-paced, allowing you to learn at your convenience and focus on areas where you need the most improvement. • Mentorship: Seek out mentors who have extensive experience in estimating and scheduling to guide you in your career. A mentor can provide valuable insights, share lessons learned from their experiences, and offer advice on how to navigate challenges in the field. 3. Integrating Estimating and Scheduling While estimating and scheduling are often treated as separate processes, integrating them can lead to better project outcomes. By aligning cost estimates with the project schedule, you can ensure that the budget reflects the realities of the timeline and vice versa. Integration Strategies: • Cost-Loaded Schedules: Incorporate cost estimates directly into the project schedule, allowing for real-time tracking of budget and schedule performance. This approach helps identify cost overruns and delays early, enabling corrective actions before they escalate. • Collaborative Planning: Involve estimators and schedulers in joint planning sessions to ensure alignment between the budget and the schedule. Collaborative planning fosters a shared understanding of project goals, risks, and constraints, leading to more accurate and achievable plans. • Software Integration: Use project management software that integrates estimating and scheduling functions, enabling seamless communication and data sharing between teams. This integration allows for more efficient updates, reduces the likelihood of errors, and ensures that everyone is working from the same information. 4. Fostering a Culture of Transparency Transparency in estimating and scheduling is crucial for building trust with clients, stakeholders, and team members. By being open about the assumptions, risks, and uncertainties involved, you can manage expectations and avoid potential conflicts. Ways to Promote Transparency: • Open Communication: Encourage regular communication between all project stakeholders, including clients, contractors, and suppliers. Open communication helps identify potential issues early and allows for collaborative problem-solving. • Detailed Documentation: Provide detailed documentation of estimates, schedules, and any changes made throughout the project. This documentation serves as a record of decisions and can be useful for resolving disputes or providing explanations to stakeholders. • Client Involvement: Involve clients in the estimating and scheduling process to give them a clear understanding of the project timeline and budget. By involving clients in key decisions, you can ensure that their expectations are aligned with the project plan and reduce the likelihood of scope creep or disagreements. 5. Embracing Flexibility While it’s important to have a plan, construction projects are dynamic, and changes are inevitable. Embracing flexibility in your estimating and scheduling processes can help you adapt to changes without compromising the project’s success. Strategies for Flexibility: • Scenario Planning: Develop multiple scenarios for the project schedule and estimate, considering potential risks and uncertainties. Scenario planning allows you to explore different outcomes and prepare for contingencies, ensuring that you can respond quickly to changes in the project environment. • Rolling Wave Planning: Focus on detailed planning for the near term while keeping the long-term plan more flexible. This approach allows you to make adjustments as more information becomes available or as project conditions change. • Buffer Times: Include buffer times in the schedule to account for potential delays or unexpected events. Buffers provide a cushion that can absorb minor disruptions without affecting the overall project timeline, ensuring that deadlines are met. Conclusion Mastering construction project estimating and scheduling is no easy feat, but it’s a crucial skill set for anyone involved in the construction industry. By understanding the processes, tools, and techniques involved, and by continually striving to improve, you can ensure that your projects are completed on time, within budget, and to the highest quality standards. Remember, estimating and scheduling are not just technical tasks—they are strategic processes that require a blend of analytical thinking, creativity, and effective communication. Whether you're a seasoned professional or just starting in the field, the key to success lies in your ability to adapt, learn, and innovate. By embracing the strategies outlined in this guide—leveraging technology, fostering transparency, integrating processes, and maintaining flexibility—you'll be well on your way to becoming a master of construction project estimating and scheduling. Key Takeaways: Accuracy and Communication: Precise estimating and effective scheduling are the backbone of successful construction projects. Advanced Tools and Techniques: Use modern technology and sophisticated methods like BIM, PERT, and CPM to enhance accuracy and efficiency. Continuous Learning: The industry evolves, and so should you. Keep learning, adapting, and improving. Flexibility and Transparency: Be prepared for changes and maintain open communication with all stakeholders to ensure smooth project execution. By following these principles, you can not only meet the challenges of estimating and scheduling head-on but also set the stage for successful project outcomes that exceed client expectations. Common Challenges Advanced Strategies Conclusion

The ISO 9001 standard is globally recognised as the benchmark for quality management systems (QMS). Whether you're a small business or a multinational corporation, mastering ISO 9001 can significantly enhance your operational efficiency, customer satisfaction, and market reputation. Mastering ISO 9001: Your Ultimate Guide to Quality Management Success Achieving ISO 9001 certification is not just about meeting a standard; it's about embracing a culture of quality that permeates every aspect of your organisation. Published on: 1 Jan 2023 In today's competitive business environment, quality management is not just a luxury—it's a necessity. The ISO 9001 standard is globally recognised as the benchmark for quality management systems (QMS) . Whether you're a small business or a multinational corporation, mastering ISO 9001 can significantly enhance your operational efficiency, customer satisfaction, and market reputation. This comprehensive guide will take you through everything you need to know about ISO 9001, from its fundamentals to the step-by-step process of achieving certification. What is ISO 9001? ISO 9001 is part of the ISO 9000 family of standards , which is dedicated to quality management systems. It sets out the criteria for a QMS and is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach, and continual improvement. The goal is to ensure that organizations can consistently provide products and services that meet customer and regulatory requirements. Why ISO 9001 Certification is Essential for Your Business Achieving ISO 9001 certification is not just about meeting a standard; it's about embracing a culture of quality that permeates every aspect of your organisation. Here are some key benefits: Improved Efficiency : Streamlined processes and clear documentation can lead to significant improvements in efficiency and productivity. Enhanced Customer Satisfaction : By focusing on quality, you can improve customer satisfaction, leading to repeat business and positive referrals. Global Recognition : ISO 9001 is recognized worldwide, opening up international markets and boosting your credibility with global partners. Regulatory Compliance : Helps ensure that you meet statutory and regulatory requirements, reducing the risk of non-compliance. ISO 9001 Explained: Everything You Need to Know About Quality Management Systems Before diving into the certification process, it’s crucial to understand the core components of ISO 9001. The standard is based on several quality management principles: Customer Focus : Understanding and meeting customer needs is fundamental. Leadership : Effective leadership is essential to establish a unity of purpose. Engagement of People : Competent, empowered, and engaged people at all levels are critical to enhancing an organization’s capability. Process Approach : A desired result is achieved more efficiently when activities and related resources are managed as processes. Improvement : Continual improvement should be a permanent objective. Evidence-Based Decision Making : Effective decisions are based on the analysis of data and information. Relationship Management : An organization and its external providers (suppliers, contractors, etc.) are interdependent, and a mutually beneficial relationship enhances the ability to create value. The Complete ISO 9001 Checklist for 2024 Embarking on the journey to ISO 9001 certification requires careful planning and execution. Here’s a comprehensive checklist to guide you through the process: Understand the Standard : Obtain a copy of ISO 9001 and thoroughly review its requirements. Gap Analysis : Conduct a gap analysis to identify areas where your current processes do not meet ISO 9001 requirements. Management Commitment : Secure commitment from top management to support the QMS implementation. Form a Project Team : Assemble a team responsible for implementing the QMS. Training : Provide ISO 9001 training to all employees to ensure they understand their roles and responsibilities. Documentation : Develop the necessary documentation, including the quality policy, quality objectives, and process documents. Implement Processes : Implement the documented processes across the organization. Internal Audit : Conduct an internal audit to ensure the QMS is functioning as intended. Management Review : Hold a management review meeting to assess the effectiveness of the QMS. Certification Audit : Select a certification body and undergo the certification audit. Top 10 Tips for Achieving ISO 9001 Certification Successfully achieving ISO 9001 certification can be challenging, but these tips can help you navigate the process: Start with a Gap Analysis : Identify what needs to be done to meet the standard. Get Management Buy-In : Ensure that top management is committed to the process. Engage Employees : Make sure all employees are aware of their roles in the QMS. Focus on Process Improvement : Use the implementation as an opportunity to improve your processes. Keep Documentation Simple : Avoid over-complicating your documentation. Train Your Team : Provide adequate training to ensure everyone understands the QMS. Conduct Regular Audits : Regular internal audits will help you stay on track. Review and Improve : Continuously review and improve your processes. Select the Right Certification Body : Choose a reputable certification body. Celebrate Success : Recognize and celebrate the efforts of your team once certification is achieved. Common ISO 9001 Pitfalls and How to Avoid Them While ISO 9001 implementation can bring many benefits, there are common pitfalls to avoid: Lack of Management Support : Without strong support from management, the QMS may fail. Insufficient Training : Employees need proper training to understand and implement ISO 9001. Over-Documentation : Too much documentation can be as problematic as too little. Ignoring the Process Approach : Failing to focus on processes can lead to inefficiencies. Poor Internal Communication : Good communication is key to successful implementation. ISO 9001 vs. ISO 14001: Understanding the Key Differences While both ISO 9001 and ISO 14001 are management system standards, they focus on different areas. ISO 9001 is centered on quality management, while ISO 14001 focuses on environmental management. Understanding these differences is crucial for organizations considering multiple certifications. You can find a detailed comparison in our post, ISO 9001 vs. ISO 14001: Understanding the Key Differences. Real-World Benefits of ISO 9001: Success Stories from Top Companies Numerous companies around the world have achieved remarkable success by implementing ISO 9001. These case studies highlight the tangible benefits of certification, such as increased efficiency, higher customer satisfaction, and improved market positioning. Explore more success stories in our article, Real-World Benefits of ISO 9001: Success Stories from Top Companies. Conclusion Mastering ISO 9001 is a journey that can transform your organisation. By understanding the principles, following a structured approach, and avoiding common pitfalls, you can achieve certification and enjoy the myriad benefits it brings. Whether you’re looking to improve efficiency, enhance customer satisfaction, or gain global recognition, ISO 9001 is the key to quality management success. 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Check out our 7 tips on how to sell over the phone that close to help you improve your phone sales and service skills. 7 Tips on How to Sell Over the Phone 7 tips on how to sell over the phone that will help staff improve their call handling sales and service skills. This is essential if you want your staff to close more sales over the phone. Published on: 16 Dec 2021 Learning how to sell over the phone is essential if you want your staff to close more sales over the phone. Your staff can’t be expected to handle a call effectively without understanding the importance of each of part in the buying process on the phone. Training your staff to close a sale over the phone and leave a positive lasting impression and increase the likelihood of return business can increase your sales and decrease your cost per sale which gives you an increase in profits. 1. Setting the standard This is the opening part of the call. An effective call opening should be friendly and up-beat. It should be professional. This element of the call has several objectives: Reassure the customer that they have reached the company they wanted to call Introduce the call handler Set the conversational tone By greeting the caller and stating the company name, and if applicable the department as well, you are reassuring your customer that they have contacted the right place. Next is where the rapport building starts. This is essential in information gathering and needs matching sections of the call. Setting the conversational tone is also extremely important for the needs identification, information gathering and product matching stages to be effective. 2. Building rapport This helps you to understand your caller’s needs and encourages the caller to open up to you about any reservations, giving you a chance to handle them effectively. 3. Identifying the customer’s needs By asking open questions you can get a better understanding of your customer’s needs. Don’t just take the minimum information that the caller offers you -ask about them. They are most likely to be flattered and to find their conversation with you more interesting. Questions such as ‘What is the reason for booking?’ and ‘how important is the specific date of the booking?’ allow the caller to give an answer that isn’t a yes/no answer. Yes/no answers can often stop a conversation in its tracks. A great way to get your staff used to this approach of questioning is to role play and group games where each person has to ask an open question pertaining to the last. 4. Logging the information for future use This doesn’t have to form part of the phone call itself – but make sure that there is a system and process, either whilst on the call through call recording or note-taking, or after the call. A warning to the wise though, note taking after the call is more likely to lead to more missing and incomplete information and lost details. 5. Fulfilling the customer’s needs Once you have identified the caller’s needs you need to meet them by matching them to your best solution be it advice, a service or product. Your caller’s needs may not be to buy a product or service, it may be to have an issue resolved (in which case, don’t discount the importance of the call). Happy customers are more likely to be repeat customers and repeat customers tell their friends…usually about 6 according to research and they are a lot cheaper than finding new customers. 6. Identifying and overcoming objections Test your closing by asking test questions such as ‘How does that sound to you?’ or ‘would that help [insert caller’s needs here]?’. These will help to flush out any early reservations and deal with them. Maybe a different product or service would be better, or maybe the resolution you are recommending is inappropriate for some reason. If success if not achieved at this stage go back to either identifying the customer’s need or fulfilling the customer’s needs. 7. Closing the call This is the final part of the call where you close the business. Bear in mind there is no point moving to this stage unless you have achieved a positive response from identifying and overcoming objections. Once you have been through this process you will understand how these key telephone call handling elements work together to optimise your chance of receiving a positive outcome from phone calls with your customers. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Avoid common mistakes in Standard Operating Procedures (SOPs) that lead to confusion and inefficiency. Learn how to create clear, effective SOPs by simplifying language, ensuring regular updates, assigning ownership, and engaging employees. Common SOP Mistakes: How to Create Clear and Effective Procedures Discover the most frequent mistakes in SOP creation and management, from overcomplicating procedures to poor version control. Learn practical strategies to avoid these errors and ensure SOPs are clear, up-to-date, and effective. Standard Operating Procedures (SOPs) are essential for ensuring consistency, efficiency, and compliance within an organisation. However, many businesses fall into common pitfalls that make their SOPs difficult to follow or ineffective. This guide highlights the most frequent SOP mistakes, explains their impact, and provides practical solutions with examples to help you create SOPs that work. Overcomplicating the SOP Impact Employees struggle to follow procedures, leading to mistakes and inefficiency. Training new staff takes longer than necessary. Employees might ignore or bypass the SOP altogether. Why This Happens SOPs often become too complex when: Writers assume employees already understand technical terms. Too much detail is included, trying to account for every possible scenario. The document lacks structure, making it hard to navigate. How to Avoid It ✅ Use simple, clear language – Write instructions as if explaining to someone new to the job.✅ Break down complex steps – Use bullet points, numbered lists, or flowcharts.✅ Provide only necessary detail – Avoid excessive explanations that make the SOP overwhelming. Example: ❌ “Ensure the system operates at optimal capacity by adjusting the hydraulic output to the corresponding PSI setting based on fluid dynamics.” ✅ “Turn the control knob to set the pressure to 150 PSI.” A good test: If an employee can’t follow the SOP without asking for clarification, it’s too complex. Vague or Ambiguous Instructions Impact Different employees perform the same task in different ways, reducing consistency. Errors increase due to misunderstandings. Employees waste time seeking clarification. Why This Happens The writer assumes certain steps are obvious. Instructions lack precision, leading to inconsistent execution. Responsibilities aren’t clearly assigned. How to Avoid It ✅ Use precise, action-based instructions – Clearly state what needs to be done, how, and when.✅ Avoid general phrases – Words like “regularly” or “as needed” create uncertainty.✅ Assign roles explicitly – Specify who is responsible for each action. Example: ❌ “Check the equipment regularly.” ✅ “Inspect the machine’s oil level every 6 hours using the dipstick. Refill if it drops below the minimum mark.” Clear, measurable instructions ensure consistency across teams. Failing to Update SOPs Regularly Impact Employees follow outdated procedures, leading to inefficiencies and mistakes. Compliance risks increase if processes no longer meet regulations. The business becomes less adaptable to change. Why This Happens SOPs are written once and forgotten, even when processes change. No one is assigned responsibility for keeping SOPs up to date. Employees continue using outdated procedures that no longer apply. How to Avoid It ✅ Schedule routine reviews – Review SOPs annually or whenever processes change.✅ Assign ownership – Designate someone responsible for maintaining SOP accuracy.✅ Track changes – Use a revision log to document updates. Example: A manufacturing company updates its software, but the SOP still references outdated features. Employees waste time troubleshooting because they’re following old instructions. Regular SOP reviews prevent these issues. Poor Version Control Impact Employees use different versions of the SOP, leading to confusion and inconsistency. Time is wasted searching for the correct version. Mistakes occur because staff follow outdated procedures. Why This Happens Multiple versions exist in different locations, leading to confusion. Employees use outdated versions because they don’t know where to find the latest one. Changes aren’t logged, making it unclear what was updated and why. How to Avoid It ✅ Store SOPs in a centralised system – Use a Document Management System (DMS) or cloud storage.✅ Label versions clearly – Use version numbers (e.g., “SOP_3.2”) and dates.✅ Maintain a change log – Record what was updated, when, and by whom. Example: A hospital updates its patient intake procedure, but some staff follow an older version stored on their desktop. A centralised system ensures everyone accesses the most current SOP. Lack of Employee Training and Engagement Impact Employees don’t follow SOPs correctly, leading to errors and inefficiency. Staff feel disengaged and resistant to following procedures. New hires take longer to become productive. Why This Happens Employees are expected to read the SOP on their own without guidance. Updates to SOPs are not properly communicated. There’s no verification that employees understand and follow the SOPs. How to Avoid It ✅ Provide hands-on training – Teach employees how to follow the SOP through demonstrations.✅ Test and certify employees – Require assessments to ensure comprehension.✅ Offer periodic refresher courses – Reinforce SOP adherence over time. Example: A customer service team receives a new SOP for handling complaints. Those who attended a training session apply it correctly, while those who only received an email update continue using outdated methods. Training ensures consistency. Not Tailoring SOPs to the Audience Impact Employees struggle to understand SOPs, reducing compliance. Time is wasted trying to interpret instructions. Critical steps might be missed. Why This Happens SOPs are written in overly technical language, making them hard to understand. The same document is used for different roles, even though responsibilities vary. There are no visual aids to help employees understand complex steps. How to Avoid It ✅ Write with the end user in mind – Consider the employee’s knowledge level.✅ Segment SOPs by role – Provide separate sections for different teams.✅ Use visuals – Flowcharts, diagrams, and screenshots improve clarity. Example: A logistics company has one generic SOP for handling shipments. Drivers, warehouse staff, and dispatchers all struggle to find relevant sections. Splitting the SOP into role-specific guides makes it easier to follow. Failing to Incorporate Feedback Impact Employees develop workarounds, making SOPs ineffective. Processes remain inefficient or impractical. Critical improvements are missed. Why This Happens SOPs are created by management without consulting the employees who use them. There’s no structured way for employees to report issues or suggest improvements. Problems with the SOP are only noticed after mistakes happen. How to Avoid It ✅ Get employee input early – Involve frontline workers in SOP development.✅ Create a feedback loop – Allow employees to suggest changes.✅ Review SOPs based on real-world use – Make adjustments as needed. Example: A cleaning crew follows an SOP that says, “Mop floors after closing.” Staff report that floors are often dirty again by morning due to overnight maintenance work. Updating the SOP to mop before opening ensures a cleaner space for customers. 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Discover how to enhance workplace communication skills using DISC personality assessments. Learn strategies for self-awareness, empathy, active listening, and effective collaboration to create a more productive and harmonious work environment. Improving Workplace Communication Skills with DISC Personality Assessments Unlock Effective Communication Strategies with DISC Insights for a More Collaborative and Productive Workplace Published on: 28 Nov 2024 Enhance your workplace communication skills by leveraging tools like DISC personality assessments. These assessments can help you identify areas for growth, encourage seeking feedback, and practice communication strategies that work for everyone in your organisation. Why Communication Skills Matter at Work Research shows that 42% of all workers are in roles where communication skills are more crucial than analytical, mechanical, or managerial skills. This means that, for a vast number of people, their ability to communicate effectively is far more important than their technical expertise. Telephone communication skills , for example, are essential for building relationships and resolving issues efficiently. However, learning and development strategies often neglect to prioritise communication improvement. Using DISC for Better Communication DISC personality assessments can be powerful for enhancing communication, teamwork, and collaboration. The DISC model categorises personality traits into four primary styles: Dominance, Influence, Steadiness, and Conscientiousness. Understanding these styles helps employees develop self-awareness and appreciate how others prefer to communicate. With this knowledge, you can tailor your communication to different styles, reducing misunderstandings and fostering better interactions. DISC also promotes empathy, as you start to value the strengths and working styles of your team, improving overall dynamics. Defining Communication Skills Communication skills are a broad set of abilities, including verbal and non-verbal communication, listening, and negotiation. They involve any method we use to convey information and engage with others. Effective communication requires adapting your style based on context—how you communicate with a manager may differ significantly from how you interact with a colleague. Categories of Communication Skills Verbal Communication : Clear and concise speech to convey information. Non-Verbal Communication : Body language, facial expressions, and tone. Listening : Active engagement to fully understand and respond to others. Negotiation : Finding mutually agreeable solutions to issues. Conflict Resolution : Navigating and resolving disagreements constructively. The Impact of Communication Skills at Work Strong communication skills are essential in professional settings. They improve teamwork, reduce friction, and lead to more productive relationships. Regardless of your position, the ability to communicate well can accelerate your career by making you a more effective collaborator. Even in technical roles, communication remains critical, particularly when interacting with colleagues, clients, or stakeholders. Leaders, in particular, benefit from strong communication skills. Clear, empathetic communication can improve team morale, foster engagement, and create a sense of shared purpose. Moreover, these skills extend beyond work, enriching your relationships with friends and family. Communication Skills and Workflow Efficiency Developing effective communication skills is vital for creating smooth workflows. Clear instructions, active listening, and open dialogue can streamline processes and foster trust within teams. Just as detailed procedures improve operational efficiency, consistent and transparent communication reduces errors and enhances team performance. Top 10 Communication Skills for Workplace Success Emotional Intelligence : Manage your emotions and recognise their impact on others. Humility : Show respect by acknowledging both your successes and those of your peers. Empathy : Understand and connect with the perspectives of colleagues. Active Listening : Be present and engaged to minimise misunderstandings. Authenticity : Communicate honestly to build trust. Non-Verbal Awareness : Recognise that body language often conveys more than words. Clear Language : Use precise words to avoid confusion and enhance clarity. Conflict Resolution : Tackle issues constructively, focusing on solutions. Collaboration : Work cohesively with others to maximise team potential. Recognition : Regularly acknowledge the efforts of colleagues to boost morale. Steps to Improve Your Communication Skills Take a DISC Assessment : Identify your communication style and learn how to adapt to others. Seek Feedback : Understand how your communication impacts others and align this with your DISC profile. Reflect Regularly : Analyse past interactions and consider how to improve. Invest in Training : Participate in workshops that focus on interpersonal communication, tailored to your needs. Stay Consistent : Practice your skills daily to make effective communication second nature. By improving your communication skills, you can build better relationships, streamline workflows, and contribute to a more harmonious and productive workplace. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Discover how CRM can enhance customer empathy and service by personalising interactions, improving response times, and leveraging AI for better engagement. Learn key CRM implementation steps to optimise your business relationships. How to Use CRM to Improve Customer Empathy and Service Discover how CRM can enhance customer empathy and service by personalising interactions, improving response times, and leveraging AI for better engagement. Published on: 6 Jan 2025 In today’s competitive market, businesses that prioritise customer empathy and business growth stand out. A Customer Relationship Management (CRM) system is a powerful tool that helps businesses enhance customer service by tracking interactions, personalising experiences, and ensuring a seamless service journey. By leveraging CRM effectively, businesses can not only build stronger customer relationships but also drive sustainable growth through improved retention, increased sales, and data-driven decision-making. Here's how you can use CRM to enhance customer empathy, service, and long-term business success. What is CRM Implementation? Definition CRM implementation involves installing, configuring, and integrating CRM software to manage customer relationships effectively. It enables businesses to centralise customer interactions, automate workflows, and gain valuable insights into customer behaviour. Goal The primary goal is to improve customer service, enhance sales processes, and ultimately, increase revenue. CRM implementation helps businesses respond proactively to customer needs, CREATING long-term loyalty and trust. Process CRM implementation encompasses several critical steps: Assessing business needs Selecting the right CRM software Customising it to align with workflows Migrating data accurately Training staff Testing and optimising the system for continuous improvement 1. Understand Your Customers’ Needs with Data Empathy starts with understanding, and CRM systems store valuable data on customer preferences, past interactions, and feedback. By analysing this data, businesses can anticipate customer needs and tailor their responses accordingly. A well-implemented CRM allows businesses to identify trends and patterns in customer behaviour. For instance, if a customer frequently contacts support about the same issue, the system can flag this for proactive resolution. Additionally, CRM analytics can help segment customers based on preferences, enabling more personalised marketing and service strategies. Example: A CRM can highlight repeat service issues, allowing a proactive resolution before the customer even reaches out. 2. Personalise Customer Interactions A personalised approach demonstrates that a business values its customers. CRM enables businesses to store detailed customer profiles, including purchase history and communication preferences. By leveraging CRM data, companies can ensure that interactions are relevant and engaging. For instance, an e-commerce store can use CRM insights to send personalised recommendations based on past purchases. Likewise, a service provider can follow up with a customer regarding a previous inquiry, showing attentiveness and care. Example: Using CRM insights, a service representative can greet a returning customer by name and reference past interactions, making the experience more engaging and effective. 3. Improve Response Time and Efficiency Customers appreciate timely and efficient service. A CRM automates workflows, assigns tasks to the right team members, and provides a centralised hub for tracking customer requests. Automation tools within CRM systems help businesses reduce response times and streamline communication. For example, automated ticketing ensures that inquiries are promptly assigned to the appropriate agent, while chatbots integrated with CRM can handle simple queries instantly. Additionally, CRM dashboards allow managers to monitor service performance and identify areas for improvement. Example: Automated ticketing ensures that customer inquiries are assigned to the best-suited agent, reducing resolution time and frustration. 4. Enhance Follow-Ups and Customer Retention Empathy extends beyond resolving an issue—it includes proactive follow-ups. CRM systems can schedule automated follow-ups, reminding businesses to check in with customers after service interactions. Effective follow-ups build trust and demonstrate commitment to customer satisfaction. For example, a CRM can trigger an email survey after a support interaction, allowing customers to provide feedback. Businesses can then use this feedback to improve processes and address any lingering concerns. Example: A CRM can trigger an email or call reminder a week after a service request to ensure customer satisfaction. 5. Leverage AI and Chatbots for Instant Support AI-powered chatbots integrated with CRM systems provide instant responses while still ensuring a human-like experience. They can answer common questions and escalate complex issues to human representatives. Intelligent chatbots can analyse customer sentiment and respond in a way that feels more natural and engaging. Furthermore, AI-driven CRM features can predict customer issues based on past interactions, helping businesses proactively address concerns before they escalate. Example: A chatbot integrated with a CRM can recognise a returning customer and provide support based on their previous inquiries. 6. Use CRM to Gather and Act on Customer Feedback Listening to customer feedback is key to improving service quality. CRMs can collect feedback through surveys, chat logs, and service reviews, providing valuable insights for future improvements. Businesses can use CRM analytics to track customer sentiment and identify recurring complaints. For example, if multiple customers report the same issue, CRM tools can generate reports highlighting these concerns. Companies can then take data-driven actions to improve their offerings and service quality. Example: A CRM can flag recurring complaints, allowing businesses to adjust their approach and enhance service delivery. Key Steps in CRM Implementation 1. Plan a CRM Strategy Define clear business goals and objectives that the CRM system will support. Identify key pain points in customer service and outline how CRM can address them. 2. Select CRM Software Choose a CRM platform that aligns with your business needs. Consider factors like scalability, integration capabilities, and user-friendliness. 3. Thorough Data Migration Migrate existing customer data accurately to avoid losing valuable information. Data cleansing ensures that only relevant, high-quality data is transferred. 4. Configure and Customise Tailor the CRM system to fit specific workflows and processes, ensuring a seamless transition for employees. 5. Train and Change Management Provide comprehensive training to staff, addressing potential resistance to change. A well-trained team maximises CRM adoption and effectiveness. 6. Test and Launch Thoroughly test the CRM system before deployment to ensure all functionalities work as expected. 7. Ongoing Optimisation Continuously monitor performance and refine processes to enhance efficiency and customer satisfaction. A CRM system is not just a data repository—it’s a strategic tool that helps businesses build stronger, more empathetic customer relationships. By using CRM to understand, personalise, and improve service, businesses can create a customer experience that enhances loyalty and long-term success. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

Grow your market share and business with expert business coaching, tailored to the windows, doors and conservatories showroom and installer industry. Business Coaching for Windows, Doors and Conservatories Showrooms and Installers Grow your market share and business with expert business coaching, tailored to the Windows, Doors and Conservatories showroom and installers industry. Our Windows, Doors and Conservatories and Installers business improvement programme can help your company grow your market share and increase your revenue through driving business productivity. Whatever the size of your business, we can help. Windows, Doors and Conservatories and Installers Business Improvement Programme Our business improvement programme coaches help your business figure out how to do what you do already better. They’ll assess where you’re already succeeding and look at where you can improve using our unique business productivity solutions and tools. Overall, they’ll help you resolve any roadblocks to success, permanently. We know that what sets your business apart from the next competitor is outstanding customer service alongside operational excellence. That’s why one of our main focuses is helping you perfect your customer service interactions so every single one of your clients has a great experience. Sales and Service Training for Windows, Doors and Conservatories and Installer Business Sales and service training for Windows, Doors, and Conservatories Installer businesses enhances phone communication, ensuring professionalism and courtesy. This boosts customer satisfaction, increases booking rates, and builds trust. Efficient handling of inquiries and quotes fosters a positive reputation, encourages referrals, and drives business growth, ensuring long-term client relationships and repeat business. Operational Excellence for Windows, Doors and Conservatories and Installers Long-term business success in your industry is dependent on your operational excellence, great products and customer service. If you’re lacking any, your business will face challenges ahead. Your employees are integral to the success of your business. They turn shoppers and queries into sales, as well as ensuring all potential clients have a memorable and positive experience with your business. This is why we believe in reversing the traditional organisational pyramid of command and control to empower your employees. This empowerment allows your employees’ ideas and innovations to power your business, allowing it to thrive. As part of your business productivity plan, we’ll set your business clear, tangible goals and deliverables. We’ll bring consistency to your service and brand to ensure you maximise every interaction you have with customers. What our Windows, Doors and Conservatories Business Training Delivers Improved business efficiency Increased profitability Better competitive advantage More motivated, engaged employees A positive work culture Consistently exceptional customer service Benefits of Windows, Doors and Conservatories and Installers Business Coaching Instead of focusing on surviving, we’ll help you focus on thriving long-term. Our business coaches help you reach your full potential by increasing your market share and profitability through productivity. Get in Touch Tell us about a challenge or question you have. First name* Last name* Company name Email* Submit

Organisational design is the process of structuring and arranging an organisation's resources, processes, and roles to achieve its goals effectively and efficiently. 10 Organisational Design Process Steps Organisational design is the process of structuring and arranging an organisation's resources, processes, and roles to achieve its goals effectively and efficiently. Organisational design refers to the process of creating or redesigning the structure, systems, and processes of an organisation to achieve its strategic objectives effectively and efficiently. It involves determining how various components of the organisation, such as people, tasks, roles, and resources, are organized and coordinated to optimise performance and drive success. Effective organisational design is essential for strategic scaling , creating a structure and operating model that enables the organisation to achieve its goals, adapt to change, and remain competitive in a dynamic business environment. It promotes efficiency, collaboration, innovation, and employee engagement, ultimately contributing to the long-term success of the organisation. Organisational Design is Needed for Several Reasons: Alignment with strategy: An effective organisational design ensures that the structure and processes of the organisation are aligned with its strategic goals and objectives. It helps create a clear line of sight between the organisation's overall direction and the activities of its employees helping to improve business execution. Improved efficiency and productivity: By designing an organisation that optimises workflows , eliminates redundancies, and clarifies roles and responsibilities, organisational design helps enhance operational efficiency and productivity. It streamlines processes, reduces bottlenecks, and improves coordination among teams and departments. Adaptability and agility: In a rapidly changing business environment, organisational design allows companies to be more agile and responsive to market dynamics. It enables organisations to reconfigure themselves quickly, allocate resources efficiently, and adapt to new opportunities or challenges. Enhanced communication and collaboration: Well-designed organisational structures and processes facilitate effective communication and collaboration within and across teams. It clarifies reporting relationships, establishes efficient channels of communication, and promotes teamwork, coordination, and knowledge sharing. Talent management and employee engagement: organisational design helps create clear career paths, define roles and responsibilities, and establish performance expectations. This contributes to effective talent management, employee engagement, and retention. It also provides employees with a sense of purpose, autonomy, and accountability. Innovation and creativity: A well-designed organisation fosters an environment that encourages innovation, creativity, and problem-solving. It can establish cross-functional teams, promote idea generation, and facilitate the flow of information and knowledge across the organisation, leading to greater innovation and adaptability. Scalability and growth: As organisations grow and evolve, they often need to redesign their structure and processes to accommodate increased complexity, scale operations, and support future growth. organisational design enables organisations to scale their operations while maintaining efficiency and effectiveness. Change management: organisational design is often necessary during periods of change, such as mergers, acquisitions, or restructuring. It helps manage the transition by providing a framework for aligning the organisation's structure and processes with the new strategic direction or operating model. What are the Challenges of Organisational Design? While there are many potential benefits to effective organisational design, there are also several challenges that organisations often face in this process. Addressing these challenges requires a thoughtful and iterative approach to organisational design, involving input from various stakeholders, effective change management strategies, and a willingness to learn from both successes and failures. Here are some common challenges of organisational design: Complexity: Organisations, especially large ones, are inherently complex systems with multiple departments, functions, and interdependencies. Designing an organisational structure that aligns with the organisation's goals and effectively manages complexity can be challenging. Resistance to change: People within an organisation may resist changes in the organisational design, especially if it disrupts established routines, power dynamics, or job roles. Resistance can come from employees, managers, or even influential stakeholders. Managing this resistance and fostering a culture of adaptability and openness to change is crucial. Communication and coordination: Effective organisational design requires clear communication channels, collaboration, and coordination among different departments and individuals. Ensuring effective communication and coordination across the organisation can be challenging, particularly when there are silos or communication barriers. Balancing specialisation and integration: organisational design often involves finding the right balance between specialised functions or departments and integrating them effectively. Overemphasis on specialisation can lead to fragmented efforts and lack of coordination, while excessive integration can result in bureaucracy and slow decision-making processes. Scalability and flexibility: Organisations need to design structures and systems that can adapt to changing circumstances and scale as the organisation grows. Balancing the need for stability and efficiency with the flexibility to accommodate future changes can be a challenge. Cultural alignment: organisational design should align with the organisation's culture, values, and vision. However, cultural alignment can be challenging, especially when there are cultural differences across departments or when merging organisations with different cultures. External factors: organisational design is influenced by external factors such as industry trends, market conditions, regulatory requirements, and technological advancements. Keeping up with these external factors and designing an organisation that can respond and adapt to them can be a significant challenge. Evaluation and feedback: Designing an organisation is an ongoing process, and it requires continuous evaluation and feedback. Establishing mechanisms for collecting feedback, monitoring performance, and making necessary adjustments can be challenging, particularly without clear metrics or indicators of success. Workflow Consideration for Organisational Design Challenges To effectively tackle the common challenges in organisational design, a well-structured workflow process can provide clarity and ensure smooth transitions. Here’s how workflows can address these challenges: Complexity : Establish a centralised workflow that maps out key functions, interdependencies, and departmental relationships. This allows for better visualisation of organisational complexity, ensuring alignment with goals while making management of cross-departmental coordination more efficient. Resistance to Change : Introduce a change management workflow that incorporates communication loops, feedback cycles, and designated roles for handling resistance. This can guide organisations through change, addressing concerns and keeping stakeholders informed at each stage. Communication and Coordination : Design a communication workflow that outlines specific channels, reporting structures, and escalation points to ensure smooth coordination across teams. This reduces silos and improves collaboration between departments. Balancing Specialisation and Integration : Use integrated workflows to balance specialised tasks with cross-functional teamwork, clearly identifying points of intersection between departments and ensuring that collaboration is built into daily operations without creating unnecessary bureaucracy. Scalability and Flexibility : Create flexible workflows that can be scaled or adjusted as the organisation grows. Using dynamic processes, you can make room for scalability while maintaining operational efficiency and adaptability. Cultural Alignment : Implement workflows that incorporate cultural checkpoints, ensuring that each step of the design and change process aligns with organisational values and vision. This fosters cultural consistency across departments and during mergers. External Factors : Develop adaptive workflows that incorporate industry trends, regulatory updates, and technological advancements. A workflow-driven approach ensures the organisation is agile and responsive to external changes. Evaluation and Feedback : Establish a continuous improvement workflow, incorporating regular feedback loops and performance metrics. This ongoing process of evaluation ensures that organisational design remains efficient and aligned with strategic objectives over time. By integrating these workflows into the organisational design process, businesses can better manage complexity, improve communication, and remain flexible and responsive to change. ERP Systems and Organisational Design Enterprise Resource Planning (ERP) systems play a critical role in effective organisational design. An ERP integrates key business functions—such as finance, HR, supply chain, and customer management—into a single unified system, providing greater visibility, consistency, and control across the organisation. When undertaking organisational design, incorporating an ERP solution can: Enhance Workflow Efficiency : Standardised processes across departments improve coordination and reduce redundancy. Support Structural Changes : ERP systems allow organisations to reconfigure operations quickly and consistently when restructuring. Improve Data-Driven Decision Making : Real-time data access empowers leaders to make informed organisational and strategic adjustments. Facilitate Communication and Collaboration : Centralised information systems break down silos and support smoother collaboration across teams. Enable Scalability and Flexibility : As businesses grow or pivot, ERP systems can adapt, supporting new structures and workflows without major disruptions. By aligning organisational design efforts with ERP system implementation or optimisation, businesses can ensure that their operating model is not only efficient but also digitally enabled for long-term success. While the specific steps may vary depending on the organisation's size, industry, and particular needs, here is a general framework for organisational design: Workflow for Organisational Design Process A streamlined organisational design process is pivotal to driving sustainable growth and adaptability. Below is a high-level workflow tailored for executives and change leaders seeking to align their organisational structure with strategic business imperatives. Step-by-Step Workflow: Identify Strategic Objectives Define the organisational objectives: Clearly articulate the organisation's mission, vision, and strategic goals. This provides a foundation for designing the structure and aligning resources. Action : Precisely articulate the overarching goals driving the restructuring, ensuring alignment with long-term business strategy and market conditions. Responsibility : C-suite, with input from senior leadership. Key Deliverables : A strategic brief that frames organisational priorities, accompanied by key performance indicators (KPIs). Conduct a Structural Audit Assess the current state: Evaluate the existing organisational structure, processes, and systems. Identify strengths, weaknesses, inefficiencies, and areas for improvement. Action : Execute a data-driven assessment of the current organisational architecture, benchmarking it against industry standards and future capabilities. Responsibility : Internal audit or external consultancy, overseen by HR. Key Deliverables : An in-depth diagnostic report outlining critical structural gaps and opportunities. Map Functional and Strategic Needs Determine future requirements: Consider the organisation's growth plans, market trends, technological advancements, and changing customer needs. Determine the capabilities and resources needed to achieve the desired future state. Action : Align functional roles and capacities with core business objectives, leveraging operational data to ensure optimal resource allocation. Responsibility : Senior department heads in collaboration with strategy and operations teams. Key Deliverables : A detailed functional matrix tied to business deliverables and resource forecasts. Clarify Roles and Accountability Define roles and responsibilities: Clearly define the roles, responsibilities, and decision-making authority for each position in the organisation. Ensure that there is clarity and alignment across different functions and levels. Action : Establish crystal-clear role definitions, delineating responsibilities and decision-making authority to enhance accountability and streamline workflows. Responsibility : HR leadership, supported by departmental heads. Key Deliverables : Standardised job descriptions and an accountability framework mapped against performance metrics. Design Alternative Structures Develop organisational structure options: Explore different structural alternatives, such as functional, divisional, matrix, or hybrid structures. Consider factors like span of control, reporting relationships, coordination mechanisms, and decision-making processes. Action : Develop and model multiple structural scenarios, each optimised for different market conditions and growth trajectories. Responsibility : Strategic planning team, supplemented by external experts if required. Key Deliverables : A set of structural models with scenario-based projections for performance impact. Evaluate and Stress-Test Alternatives Action : Rigorously evaluate each organisational model, stress-testing for scalability, agility, and risk mitigation. Responsibility : Senior leadership and finance, with input from external advisors. Key Deliverables : An evaluation matrix and risk analysis document, highlighting the most viable structures. Select and Formalise Optimal Structure Establish reporting relationships: Determine reporting lines and hierarchies within the organisation. Specify the relationships between different roles, teams, and departments to facilitate effective communication and coordination. Action : Finalise the organisational blueprint that best supports strategic goals, future-proofing for industry shifts and internal scalability. Responsibility : CEO and board, in consultation with key stakeholders. Key Deliverables : A formalised organisational design document, including transition plans and structural KPIs. Implementation Roadmap Design processes and workflows: Identify key business processes and workflows required to achieve organisational goals. Streamline processes, eliminate redundancies, and establish efficient workflows to improve productivity and effectiveness. Consider culture and values: Consider the organisation's culture, values, and desired behaviours. Design the structure and processes to align with and reinforce the desired culture, fostering collaboration, innovation, and accountability. Action : Develop a robust, phased implementation plan, ensuring organisational readiness and stakeholder alignment across the business. Responsibility : Project management office (PMO) and change management team. Key Deliverables : A granular implementation timeline with key milestones, communication plans, and success metrics. Execute and Embed Allocate resources: Determine the allocation of resources, including budget, personnel, technology, and physical assets. Ensure that resources are allocated appropriately to support the organisation's strategic objectives. Communicate and implement the design: Communicate the new organisational design to all stakeholders, including employees, managers, and other relevant parties. Create a change management plan to facilitate a smooth transition to the new structure and processes. Action : Deploy the new structure in controlled phases, ensuring alignment with change management best practices and real-time performance tracking. Responsibility : PMO and departmental leaders, supported by change champions. Key Deliverables : Implementation scorecards, real-time tracking reports, and stakeholder feedback loops. Continuous Optimisation Establish a feedback-driven optimisation process, where structural performance is regularly monitored and adapted to align with evolving market or internal demands. A dedicated continuous improvement team, under executive oversight, ensures that feedback is actively integrated into strategies, fostering a culture of constant enhancement. Key deliverables include a dynamic post-implementation review, incorporating continuous feedback cycles to inform performance improvement strategies, enabling the business to remain agile and competitive Action : Establish a feedback-driven optimisation process, monitoring structural performance and adapting to evolving market or internal demands. Responsibility : Continuous improvement team under executive oversight. Key Deliverables : A dynamic post-implementation review with continuous feedback cycles and performance improvement strategies. By adhering to this workflow, leaders can ensure a data-driven, strategically aligned organisational design that maximises efficiency, scalability, and resilience. Continuously monitor the effectiveness of the new organisational design. Gather feedback, assess performance, and adjust as needed to ensure the organisation remains aligned with its objectives. Remember that organisational design is an iterative process, and adjustments may be required over time as the organisation evolves and new challenges arise. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started

The Myers-Briggs Type Indicator (MBTI) is one of the most widely used personality tests in the world. In technical terms, it is an introspective self report tool that indicates the differing psychological preferences between people. Myers Briggs Personality Testing The Myers-Briggs Type Indicator (MBTI) is one of the most widely used personality tests in the world. In technical terms, it is an introspective self report tool that indicates the differing psychological preferences between people. What this means in less clinical terms is the Myers-Briggs Type Indicator can help us better understand how we perceive the world and make decisions, as well how other people do those things. The History of the Myers-Briggs Type Indicator The Myers-Briggs Type Indicator was created by mother and daughter, Katharine Cook Briggs and Isabel Briggs Myers. Katherine Briggs began researching personality in 1917, after meeting her future son-in-law and observing the stark differences between his personality and that of her family members. She began reading and documenting various biographies to develop a typology, which eventually evolved into four main temperaments; social, executive, spontaneous and meditative. She went on to read Carl Jung's Psychological Types in 1923 and recognised the similarities with her own. Her daughter Isabel also took an interest in human behaviour at this point and they decided to attempt to turn the theory of psychological types into a more practical application together. Eventually, Briggs Myers took over the research almost entirely, evolving the typological research towards the field of psychometric testing. Myers was apprenticed to Edward N. Hay and here learned test construction, scoring, validation and statistical methods. After years of research, the pair began creating the indicator during World War II. They believed a knowledge of personality preferences could help women entering the workforce for the first time, to identify which women would be the most effective in various industrial roles that needed filling. Since then, the MBTI has been adapted twice; once by psychologist Mary McCaulley of the University of Florida in 1985 and a third time in 1998. After years of research, the pair began creating the indicator during World War II. They believed a knowledge of personality preferences could help women entering the workforce for the first time, to identify which women would be the most effective in various industrial roles that needed filling. Since then, the MBTI has been adapted twice; once by psychologist Mary McCaulley of the University of Florida in 1985 and a third time in 1998. The Concepts Behind MBTI The MBTI is based on the theory proposed by Swiss psychiatrist Carl Jung. He speculated that people perceive the world through one of four principal psychological functions: sensation, intuition, feeling and thinking. The four categories that he outlined are: Introversion/Extroversion Sensing/Intuition Thinking/Feeling Judging/Perceiving His theory states every individual has one preferred quality from each category, creating 32 unique personality types, which the MBTI condenses to 16. These types indicate how we experience the world, our interests, needs, values and intrinsic motivations. The different types are: Analyst Personality Types Analyst personality types within the Myers-Briggs framework include: Architects (INTJ-A/INTJ-T): Imaginative, strategic and excellent planners. Logicians (INTP-A/INTP-T): Inventive, innovative and always looking to learn more. Commanders (ENTJ-A/ENTJ-T): Imaginative, bold and strong leaders. Debaters (ENTP-A/ENTP-T): Curious, intelligent and always up for a challenge. Diplomat personality types Diplomat personality types within the Myers-Briggs framework include: Advocates (INFJ-A/INFJ-T): Inspiring, idealistic and introverted. Mediators (INFP-A/INFP-T): Kind, creative and altruistic. Protagonists (ENFJ-A/ENFJ-T): Inspiring and charismatic leaders. Campaigners (ENFP-A/ENFP-T): Sociable, creative and excellent team players. Sentinel Personality Types Sentinel personality types within the Myers-Briggs framework include: Logicians (ISTJ-A/ISTJ-T): Practical, reliable and always searching for the facts. Defenders (ISFJ-A/ISFJ-T): Dedicated, friendly and the heart of any team. Executives (ESTJ-A/ESTJ-T): Organised and excel at administrative and management tasks. Consuls (ESFJ-A/ESFJ-T): Sociable, caring and always happy to help. Explorer Personality Types Explorer personality types within the Myers-Briggs framework include: Virtuosos (ISTP-A/ISTP-T): Practical, bold and a master of new tools and tasks. Adventurers (ISFP-A/ISFP-T): Creative, flexible and always ready for the next challenge. Entrepreneurs (ESTP-A/ESTP-T): Intelligent, energetic and perceptive. Entertainers (ESFP-A/ESFP-T): Energetic, spontaneous and the life of the party. Benefits of the Myers Briggs Workplace Personality Test Nearly 90% of Fortune 100 companies use the MBTI test during their hiring process or within team building exercises and for good reason. This test has proven benefits in the workplace. The most obvious benefit is that it improves communication, bringing about more positive interactions. Personality typing helps colleagues figure out how best to communicate with various colleagues and managers, resulting in more productive outcomes. It can also improve teamwork. Personality typing can reveal a lot about who your team members work the most effectively with. You can use this information to construct higher performing teams who love working together. Creating these teams can help eliminate conflict in the workplace. We all know some colleagues just don't get on. MBTI personality typing can help you construct teams that are less likely to have conflicts, as well as better navigate those conflicts by understanding the differing perspectives at play. Though you might think it from the above brief descriptions, personality profiling isn't all positive behaviours. Every personality type has their strengths, but also their weaknesses. We're only human after all. This is good news as it allows companies to let employees play to their strengths, as well as identify and work on their weaknesses through self-reflection. Create Triple Bottom Line Growth Discover strategies to enhance profitability, cultivate a greener and more sustainable business model, and elevate overall well-being. WATCH VIDEO

Customer service isn't an unsolved mystery. Follow our five golden rules of customer service to deliver a great customer experience every time. The 5 Golden Rules Of Great Customer Service Are you doing everything you can to help your customers? What else could you be doing? With the summer break looming it’s time for hotels and activities companies to start reviewing whether they are doing everything they can to attract new customers. Published on: 2 Apr 2015 With the summer break looming it’s time for hotels and activities companies to start reviewing whether they are doing everything they can to attract new customers. Elsewhere, at about the same time, retail businesses start thinking about how to make the most of footfall during the summer months. The tourist season is a short one and many businesses are heavily dependent on having a good season to keep their business afloat. However, have you ever had a call that goes like this? “Hello, Complacency Hotel, how can I help you?” “Hello, I would like to check your availability for the 29th February please” “What sort of room are you looking for?” “errr…” “Double, Single, Standard Double, Executive Double or Suite” “Just double thank you” “We have no doubles available for the 29th February” “Oh, ok. Thank you, bye” And the reservation is lost and the booking gets snapped up by Proactive Park Hotel down the road. Following the five golden rules of giving a great customer service experience could have not only saved that particular booking but could have resulted in repeat custom, and maybe even a booking for an executive double or even a suite, increasing that customer’s spend from maybe £300 to several thousand pounds over the course of a few years…and then there’s all the people they might have told about their wonderful stay… The 5 golden rules of customer service 1) Keep it professional Ensure your staff are not distracted by personal conversations or text messages. Limit mobile phones not needed for business purposes to the staff room and personal calls to a minimum. As a consumer there’s nothing more irritating than the till operator or call handler chatting to their sister/friend/boyfriend or even colleague whilst you stand there waiting to be helped. 2) Convey a consistent brand persona Train your customer service teams to project a consistent professional and efficient image. This will increase confidence within your customers and enhance the customer experience.a. Pay attention to how staff answer the phone b. Identify the information they need and ensure that you know where they can get it.c. Review your systems. An ineffective IVR will get rid of your customers faster than you can say ‘can I help you’. 3) Solve issues or concerns quickly. People are usually quite understanding about mistakes and problems occurring but incompetence in the resolution is a lot less forgivable. Find out how they would like the situation to be remedied and deliver it if you can (and if it’s reasonable). If you can’t then see consider how else you can remove any inconvenience that the customer has encountered as a result of the issue. 4) Know your products and services and get your teams trained in closing sales. Better knowledge of products and services means more than just additional money in your coffers. It also means more ways that your staff can help your customers. 5) Treat your customers like individuals. They have interests and personalities, questions and concerns. Addressing them as people and engaging them in conversation can go a long way towards building rapport and getting that sale as well as improving their experience of your business. You can achieve this through learning customer empathy. By this we mean, using techniques to understand the needs and feelings of your customers so you can treat them as the authentic individuals they are. These rules can be applied to any business, not just hotels and restaurants. By obeying the five golden rules of customer service you will find your conversions increase and your reputation improves overnight. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations provide clarity and a clear pathway forward for you and your team. Get Started

An operating model is the blueprint for how your business delivers value. It aligns people, processes, and technology to drive efficiency, scalability, and profitability. Learn why a structured operating model is key to maximising business value and creating a self-sustaining, high-performance organisation. What Is an Operating Model? An operating model is the blueprint for how your business delivers value. It aligns people, processes, and technology to drive efficiency, scalability, and profitability. Learn why a structured operating model is key to maximising business value and creating a self-sustaining, high-performance organisation. An operating model is the foundation of how your business functions—it defines the structure, workflows, and systems that enable you to deliver value to customers efficiently and profitably. It’s more than just processes; it aligns people, technology, and strategy to ensure every aspect of your business is working towards a common goal. An operating model defines how a business creates, delivers, and captures value. Why invest in an operating model? Many businesses operate reactively, struggling with inefficiencies, inconsistent performance, and a reliance on key individuals to keep things running. Without a structured model, growth can lead to chaos rather than increased profitability. A well-designed operating model provides: ✅ Clarity & Alignment – Ensures every department and team understands how they contribute to business success. ✅ Efficiency & Scalability – Eliminates bottlenecks, reduces costs, and creates a framework for sustainable growth. ✅ Resilience & Independence – Builds a self-sustaining business that can operate without being reliant on you as the owner. ✅ Maximised Business Value – A structured, high-performance organisation is more attractive to investors and buyers, increasing its overall worth. If you want to optimise operations, increase profitability, and build a business that runs without constant firefighting , an operating model is the key to transforming your company into a scalable, high-value asset . Why businesses should transform their operating model In today’s rapidly changing business environment, businesses need to adapt their operating model to remain competitive and sustainable. Global trends are reshaping industries, requiring businesses to develop new skills, embrace innovation, and rethink how they operate. Adapting to Market Changes Emerging challenges and opportunities are driving the need for a more strategic approach: ✅ Climate Change & Sustainability – Businesses must integrate cross-functional collaboration and sustainable practices to manage environmental impact. ✅ Technological Innovation – Advancements like AI and automation are shifting customer expectations and requiring SMEs to enhance efficiency. ✅ Economic & Social Shifts – Factors such as supply chain disruptions, labour shortages, and shifting regulations demand greater flexibility and resilience . Unlocking Long-Term Value Transforming your operating model isn’t just about navigating disruption—it’s about unlocking growth and profitability . Businesses that proactively refine their structure, streamline processes, and align their operations with strategic goals can see significant benefits: Faster growth and innovation adoption Increased operational efficiency Greater financial performance—up to 20% improvement based on transformation-focused businesses A well-designed operating model ensures that SMEs are not just reacting to change but actively shaping their future, creating a more resilient, high-value business . How an Operating Model Works An operating model connects a company's strategy to its daily operations. While strategy defines why a company exists and its long-term objectives, operations determine how those goals are executed. The operating model serves as a blueprint , outlining what the company does to turn strategy into effective execution. A well-designed operating model consists of these seven key components: 1. Strategic Direction & Goals Start with a clear strategic vision. Engage key stakeholders to define long-term objectives and distil them into a concise strategy statement, such as: “Transition to a data-first model.” “Deliver a seamless customer experience across all touchpoints.” This strategic foundation informs every other element of the operating model. 2. Business Processes & Workflows Businesses depend on structured workflows to operate efficiently. Identify the systems, tools, and methodologies that drive operations, from business platforms to automation. Map out how each process contributes to strategic goals and assess whether improvements are needed. 3. Organisational Structure & People Capabilities An effective operating model requires the right organisational design, roles, and talent to execute the strategy. This includes: Defining team structures, leadership models, and decision-making frameworks. Identifying key skills and capabilities needed for success. Ensuring alignment between roles, responsibilities, and business objectives. A well-structured workforce fosters collaboration, agility, and accountability . 4. Technology & Digital Enablement Technology plays a crucial role in modern business operations. Identify the digital tools, software, and platforms needed to: Enhance collaboration and productivity. Automate processes and improve efficiency. Support data-driven decision-making. A well-integrated technology stack enables scalability and innovation. 5. Culture, Values & Ways of Working A company’s culture influences behaviour, decision-making, and employee engagement. Define and embed: Core values and leadership principles. Ways of working that support innovation and high performance. A work environment that attracts and retains top talent. Aligning culture with strategy strengthens the organisation’s long-term resilience. 6. Finance, Investment & Resource Allocation Financial sustainability is critical for executing the operating model effectively. Establish: A robust budgeting and investment framework. Financial controls and risk management strategies. Funding models that support both growth and operational stability. Strong financial management ensures the business can scale without compromising profitability. 7. Governance, Compliance & Performance Management Governance provides oversight, accountability, and risk management . Develop: Decision-making frameworks and reporting structures. Compliance and regulatory policies. Key performance indicators (KPIs) to measure success. Strong governance enables ethical leadership, operational discipline, and sustainable growth . A high-performing operating model ensures that strategy, processes, people, technology, culture, finance, and governance work in harmony. When these seven components are aligned, businesses can achieve sustainable growth, operational excellence, and long-term success . Why Operating Models Have Had to Change Throughout history, businesses have adapted their operating models in response to shifts in technology, markets, and societal expectations. From the Industrial Revolution to the digital age, companies that successfully navigated these changes thrived, while those that resisted fell behind. The pace of transformation has accelerated, and today, operating models must be more agile, responsive, and value-driven than ever before. The Legacy of Traditional Operating Models For much of the 20th century, operating models were designed for stability and efficiency. Hierarchical structures, rigid workflows, and economies of scale defined success. The rise of mass production, exemplified by Henry Ford’s assembly line, revolutionised manufacturing. In the post-war era, the emergence of global supply chains allowed businesses to optimise costs and expand markets. However, these models assumed predictable conditions—stable supply chains, consistent demand, and long product life cycles. The reality of the 21st century has rendered many of these assumptions obsolete. The Forces Driving Change The Digital Revolution The shift from industrial to digital economies has fundamentally altered how businesses operate. Automation, artificial intelligence, and cloud computing have redefined efficiency, requiring new models built around data, connectivity, and speed. From Cost Efficiency to Value Creation The dominant business models of the late 20th century prioritised lean operations and cost reduction. Today, businesses must balance financial performance with innovation, sustainability, and resilience to remain competitive. Globalisation & Supply Chain Complexity The integration of global markets has increased competition but also exposed vulnerabilities in supply chains. The COVID-19 pandemic, trade disputes, and geopolitical instability have highlighted the need for more flexible and decentralised operating models. The Workforce Transformation The expectations of workers have shifted dramatically. The lifetime employment model has been replaced by demands for flexibility, autonomy, and purpose-driven work. Remote and hybrid work structures, skills-based hiring, and continuous learning are now integral to modern operating models. Sustainability & Regulatory Pressure Environmental, social, and governance (ESG) considerations are no longer optional but central to how businesses operate. Regulatory frameworks, investor expectations, and consumer preferences have forced companies to integrate sustainability into their strategies. The Need for Agility & Resilience Businesses today operate in a state of continuous disruption. Economic shifts, technological breakthroughs, and societal changes require adaptive, modular operating models. Companies that can pivot quickly—leveraging digital tools, data-driven decision-making, and decentralised structures—are more likely to thrive. The Evolution of Operating Models The organisations that succeed in the coming decades will be those that embrace dynamic, value-driven, and human-centred operating models. The ability to integrate technology, empower employees, and align with broader societal needs will define the next generation of high-performing businesses. This is not the first time businesses have had to rethink how they operate, and it will not be the last. However, the key lesson from history remains unchanged—adaptation is not an option; it is a necessity. Operating Model Examples Organisations adopt various operating models to structure their operations, maximise efficiency, and deliver value to customers. An operating model describes how a company organises its resources, processes, and capabilities to execute its business strategy. The operating model is crucial for defining how value is created, delivered, and captured. Below are examples of different operating models, each illustrating a distinct approach to business organisation and service delivery. Direct-to-Consumer (DTC) Operating Model Example : Gymshark Description : The Direct-to-Consumer model focuses on selling products directly to customers, bypassing traditional retail channels. This model allows for greater control over branding, customer relationships, and profit margins. In the case of Gymshark, the company sells fitness apparel directly through its online store, leveraging social media marketing and influencer partnerships. Key capabilities include e-commerce management, customer service, and efficient supply chain operations. Platform Business Operating Model Example : Deliveroo Description : A platform business operating model connects service providers with customers through a digital platform. This model is highly reliant on technology to manage interactions and transactions between users. Deliveroo, for example, connects restaurants with consumers who want food delivered to their doorsteps. The company’s core capabilities include technology development, user experience design, and network management to ensure seamless service delivery. Freemium Operating Model Example : Dropbox Description : The Freemium model offers a basic product or service for free while charging for premium features or upgrades. This approach attracts a large user base quickly, with the potential to convert free users into paying customers. Dropbox operates under this model by offering free cloud storage with options to upgrade for additional space and advanced features. Key capabilities include product development, user engagement, and conversion optimisation. Franchise Operating Model Example : Costa Coffee Description : The franchise operating model involves licensing business operations to independent operators who use the brand name and follow established guidelines. Costa Coffee uses this model to expand rapidly across locations by allowing franchisees to run coffee shops. This model relies on strong brand management, quality control, and franchisee support to maintain consistency across multiple locations. Subscription-Based Operating Model Example : The Financial Times Description : The subscription-based model involves offering products or services for a recurring fee, often providing access to premium content or features. The Financial Times follows this model, offering high-quality journalism on business, politics, and finance in exchange for a monthly subscription fee. Core capabilities for this model include content acquisition, customer retention strategies, and the use of data analytics to understand reader preferences. Lean Production Operating Model Example : Jaguar Land Rover Description : The Lean production operating model focuses on minimising waste, maximising efficiency, and improving the overall quality of products and services. Jaguar Land Rover applies lean principles in its manufacturing processes to optimise resource use, improve production speed, and reduce costs, all while maintaining high product quality. Key capabilities include process improvement, quality control, and supply chain management. Service-Centric Operating Model Example : Bupa Description : A service-centric operating model focuses on delivering specialised services to clients, often relying on human expertise. Bupa, a health insurance and healthcare provider, uses this model to offer services that cater to individual and corporate healthcare needs. The company’s core capabilities include customer service, healthcare expertise, and relationship management, all aimed at providing a superior customer experience. Product-Centric Operating Model Example : Dyson Description : The product-centric operating model places a strong emphasis on designing and producing high-quality, innovative products. Dyson follows this model by focusing on the development of advanced household appliances such as vacuum cleaners and hair care products. Core capabilities include product design, technology integration, and marketing, which allow Dyson to create cutting-edge products that stand out in the market. Marketplace Operating Model Example : eBay Description : A marketplace operating model involves creating a digital platform where third-party sellers can list and sell products directly to customers. eBay UK operates this model, facilitating transactions between individual sellers and buyers. The company’s key capabilities include logistics management, customer service, and ensuring platform scalability to handle millions of transactions. Freight Brokerage Operating Model Example : DPD Description : The freight brokerage model involves acting as an intermediary between shippers and carriers to facilitate the transportation of goods. DPD, a parcel delivery service, uses this model to connect businesses and individuals with appropriate logistics providers for their delivery needs. Key capabilities include freight management, logistics coordination, and contract logistics. The Difference Between a Business Model and an Operating Model When discussing business strategy, two terms often come up: business model and operating model . Though they may sound similar, they refer to distinct aspects of how a company operates and achieves success. Understanding the difference between these two models is key for business leaders aiming to maximise their company’s performance. What is a Business Model? A business model defines how a company creates, delivers, and captures value. It's the overarching framework that explains the company’s approach to generating revenue and sustaining profitability. The business model encompasses everything from the company's target market to its value proposition, the channels it uses to reach customers, and the revenue streams it employs. In simple terms, the business model answers the question: How does the business make money? Example: Apple Apple’s business model is based on creating high-quality, premium-priced consumer electronics such as iPhones, MacBooks, and iPads, alongside a suite of software and services like iCloud and the App Store. Their revenue comes from both the sale of products and ongoing service subscriptions. By combining hardware and software, Apple offers an integrated experience that keeps customers within its ecosystem, creating a strong brand loyalty that translates into recurring revenue streams. What is an Operating Model? On the other hand, the operating model focuses on how a company delivers on the promises made in its business model. It outlines the processes, systems, and resources that are needed to operate the business effectively on a day-to-day basis. This model is concerned with the internal mechanisms that enable the business to function smoothly, whether that be through efficient supply chains, operational workflows, or human resources management. In simple terms, the operating model answers the question: How does the business operate on a practical level? Example: Amazon Amazon’s operating model is based on its world-class logistics and supply chain management. The company’s vast network of warehouses and distribution centres allows it to offer fast and reliable delivery, an essential part of its business model. Amazon’s operational success comes from its relentless focus on efficiency, cost control, and innovation. This enables them to keep prices low and deliver a customer experience that supports their core business model of being a one-stop shop for nearly everything. Key Differences Between a Business Model and an Operating Model Purpose: The business model is about value creation and the company’s overall approach to making money. The operating model is about how a business executes its day-to-day activities to fulfil that strategy. Focus: A business model focuses on external elements, such as customer segments, value propositions, and revenue streams. An operating model focuses on internal elements, such as operating processes, resources, and supply chain management. Scope: The business model has a broader scope and defines the company’s market position and competitive advantage. The operating model has a more tactical focus on the internal systems and processes required to run the business. In summary, while the business model defines what a company does and how it generates value, the operating model defines how the company executes its internal processes to bring that business model to life. Both models are essential to business success, but they operate at different levels. A well-aligned business and operating model can enable a company to not only survive but thrive in a competitive marketplace. For business leaders, understanding the difference between the business and operating models is vital. A strong business model might attract customers, but a well-executed operating model ensures that those customers are satisfied and that the business can efficiently meet demand. Previous Next Start Your Business Improvement Journey Our business improvement programme and smart operations offer clarity and a well-defined pathway for you and your team to move forward confidently. Get Started