The Universal Procedure Outline.

How do I create procedures that are followed.

One of the biggest challenges operators face is getting their standards and procedures implemented so that that the whole team deliver an experience that is in line with the owner’s vision.

When procedures are done in the conventional way – they usually are not fully integrated into the day to day operation or in many cases not at all.

Many operators today download a procedure template from google (nothing wrong here) or spend an hour or two writing out the procedure in their office as they have years of relevant experience on how things should be done. Again, nothing wrong here.

Where it all goes tits up (sorry if I offend anyone but I could not think of a phrase that describes it better) is when they hit the print button – spend about two minutes telling their people about it. Then expect them to deliver exactly what is written that day. Leading to the nodding dog routine at best (when people nod their heads yes but inside their heads saying hell no) or confusion or indignation at worst. Now don’t get me wrong some highly experienced great staff will pick it up and roll with it, but that is the exception not the norm.

In the main people, don’t work like that. To get anything implemented to its fullest potential agreement must be sought and buy- in to what you are trying to achieve must happen first. It does not matter what you are trying to implement without agreement and buy-in you will be pushing the bolder up the hill.

Your Own Experience guides you

I am positive you have tried to implement something before in the way I have just described. Only to find it happens only when your present (if at all). You find some staff will do it. Some will want to follow you. Others will do it not out of wanting to do the job right but out of fear for their job.

You will also find that some people will not do it no matter what you say and you end up perhaps firing someone over it. Not a terrible thing if the employee is not a good team member. But in my experience, it’s the best ones that have the biggest problem with change in their working conditions when they have not been included in the process.

The Solution

The solution is to include them in the process. This does not have to be a major issue. You can still write the procedure in the office and you can still download it so now let me share with you the process I use with my clients to get buy in agreement and of course implementation. Where people are concerned, where there is no involvement there is no commitment. But when you do put the time into involving your people they will come up with the solution and they will commit to delivering on it.

There is a process that you can follow to involve your people and gain commitment to do what is required.

The 7 Step Process to creating any procedure

Step one. Plan and inform.

Have a clear outline of the procedure, policy or standard you want to be followed. Reverse engineer it, that is what questions would lead to the answer of the procedure. I have found countless times when my clients adopt this approach the team create a better procedure together than the owner did on his or her own. So what you will be doing is having a staff meeting with a brain storm and outcome session. We need to have an outline be clear on the result we are looking for then inform the team a meeting will take place and give an idea about the topic.

I will use the example of No Docket no Produce (from our Article “The Big Mistake Everyone Makes that costs thousands” Click here for that article ). The results we are looking for, is to be in a position that everyone puts everything onto the till before they serve any food or beverage items.

In the session the team  first need to be made aware that there is an issue. In this example, much money is being lost by items not going on the bill. Which the company can’t afford (you don’t have to say much more here-people understand that businesses can’t afford to lose money and stay open). You are informing them that this is a serious issue that needs to be solved.

Step Two. Draw out the ideas.

Find out what do they think is needed to be done to stop this. Use your reverse engineered questions you prepared in step one. Make it ok for everyone to answer in a brainstorm way. Simply ask what can we do to remove this issue. Loads of different ideas will come up some better than others. However, don’t allow anyone to make fun of those answering as this closes off people’s minds meaning others will not partake. They need to feel safe to speak and not to be ridiculed. So, let them know at the start all ideas are ok, and no one can “take the piss” (Irish for making fun of someone)

So, after a while the simplicity of everything goes on the till no matter how busy we are will come up along with we need to have a docket print out from the till for all produce.

You will generally find in any procedure creation session simple ideas that are easily implementable will come from this approach. As a side note – your people will feel much more a part of your business when you include them and they will come to you with their ideas of doing things better in the future. A win win so to speak.

Step three. Fine tune and co-create

So, now we need to take the ideas that have been mentioned and condense them into 3-7 points with the team. The bones of the new procedure. This is where we create the procedure with and for the team.

SO, it could end up something like this.

Order Procedure:

1 Take the order from customers

2 Go straight to the till and enter in the items onto the correct table.

3 Set up the table for what it needs – extra cutlery sauces etc.

4 Collect drinks when ready.

5 Collect food when ready.

6 Repeat the steps for all additional items

Nothing leaves the bar area or the kitchen without a docket.

Step Four. Get Agreement

Agree the new procedure with everyone. Ask do you all agree this is the way to go? How long do you think it should take for us all to follow the new procedure?

Agree the deadline with them for full implementation.

Step Five. Handling the inevitable

No matter what is created and agreed some people will find it easier than others to do. Some will need more time. However, after a reasonable time has passed we should be able to act. So, while still in the creation meeting, ask what Should I do (aka Manager/Owner) if some people don’t follow the new procedure after the agreed implementation deadline has passed. This is where the team give you full permission to discipline them when they don’t follow the procedure.

Step Six. Get information out.

Type out the minutes of the meeting and the new procedure. Make sure you include it was agreed should someone not follow the procedure along with what was agreed will happen should people not follow it. Give the new procedure and minutes to all the team. Get the procedure signed off by each staff member a put-on file. When people must sign things the think more that it is important and it needs to be done.

Step Seven. Implement

Implement it and monitor. When people forget (which they will at the start) remind them. Notice the ones that follow it and make sure you give them recognition for it. Make sure after the deadline has passed that you discipline the ones that don’t in the way that had been agreed.

I know this sounds like work and it is. But when you do this way you implement your procedures and they start to work for you. When you do it other ways you will end up saying the same thing thousands of times only for it to work for a few hours. Your frustration will rise and you will your team are not listening to you. Remember with when there is no involvement there is no commitment.

We have a template ready to help you facilitate the process click here to get access

Learn More

If you want to learn more on how to create your own procedures and standards, book a complimentary kick start session with us.

On this call, we will take roughly 15-20 minutes where you will leave a solid clear plan around the 12 month results you want to achieve and 3 key action items you need to complete to kick start your business within the next 90 days.

Click here to schedule your Kick Start Session.