Standarise Services for Success

On a recent visit to McDonalds I asked for one of their bowls of chicken salad. In my mind a healthier alternative to the remainder of their menu.  Unfortunately for me, it seems I was not alone, and there had been an unprecedented spike in demand for chicken salad that day, I was told that they had none.

At this point I had already paid, but was pleasantly informed "we can make one up for you if you like?"  I said that would be fine and they asked about the various things I would like in it, and off they went to create the culinary masterpiece.

As I watched the flurry of activity behind the scenes, it became clear that this salad was creating a number of issues for the team, such as how to process it? Where to get the elements required? And whose job it was to get it finished?  Issues that many businesses face, not just food retailers and especially technology businesses.

This made me see that it’s a good idea to standardise business processes to make the implementation more straightforward, both for you as a provider and also the client as the recipient. By doing this you know what’s being provided, its price, the implementation timescale and the outcome. The client gets confidence, clear prices and realistic completion dates.

Many businesses who seek IT support believe that each potential supplier will give a bespoke and dedicated level of service according to their exacting needs. However, most IT providers will have a standard toolbox of services that they have developed, are familiar with and which they can manage easily.

My company Abussi is no different. We standardised many of our services some time ago, including all our DSL and FTTC services supplied via a single provider; all our routers being the same make / model; all our PC’s covered by the same AV software and all desktop PCs and laptops being from the same model range and vendor which has helped us achieve success.

McDonalds has grown to become a huge, global fast-food giant by capitalizing on standardising procedures. Consider their efficiency, evident in their clear buying process, in their distribution chains, and in each restaurant where the food is prepared, using standard processes every time. Even their training reflects this. Not only does its effectively prepare and support well-trained staff, it combats the high turnover of people. Standardising each tiny step means they can re-train a person in a few hours, not weeks, and ensure operations are efficient.

I'm not advocating that all IT providers look to become McDonalds, but next time you pop in for a bite, why not ask yourself how it is they can move from taking your order to getting food on a tray in less than 3 minutes. The answer? By standardising it.

Craig Sharp is the MD and driving force behind Midlands-based MSP Abussi. The company has been on a transformational journey from software to break-fix hardware, and is now considered a respected and well established MSP. Transitioning the business has required focus and key skills such as sales, marketing, account management, supplier relationships and finance, all of which has given Sharp a unique perspective on how a business can be run.