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The Level Up program is a Sunshine Coast Council funded program aimed at helping small and medium businesses connect to the NBN where available, and fully utilise digital tools, innovation principles and business solutions to enable them to improve their productivity, profitability and ability to compete
nationally and internationally, where desired.
SUNSHINE COAST:IT’S TIME TO LEVEL UP!
● Born and raised in NZ ● Travelled for most of my 20s, wound up
on the Sunshine Coast 2004● Two children - aged 10 and 13● Started 6 businesses, sold 2, run 3 now● Asked to speak by Google● Have my own online show about young ● Chair of Knowledge & Professional
Services Taskforce● Chair of Australian Institute of Company
Directors Sunshine Coast Committee
YVETTE ADAMS
● Senior Digital Analyst at Get Digital Flow; an RSM company.
● Holds a Business Degree, with Information Systems and Organisational Behaviour specialisations, from Boston University.
● Prior to working with Get Digital Flow, Laurel ran Happily Organised in both Singapore and Australia
● After working with nearly 200 clients, she decided to focus on the digital space for businesses, joining Get Digital Flow in late 2015.
● A self-proclaimed technology geek, Laurel has always enjoyed streamlining technology throughout her career and gets a real kick out of helping small and medium businesses to organise and automate their technology so that they can focus on what they do best.
● Host of two programs on BRiN.ai: Teach Me Tech and Tech Bytes.
LAUREL GREY
WHY HAVE ONLINE PROCEDURES?1. Can save you time and money by increasing
efficiency. 2. Staff can get more done in less time by following
set processes and procedures3. You can spend less time overseeing the
day-to-day running of the business.4. Improve the consistency of product and service
delivery by your staff.
By having these online, you can access them more easily, share them with staff, provide different access levels, provide instruction in different
formats (text, audio, video, images) and more & easily update them and notify people once updated.
HOW ONLINE PROCEDURES, SYSTEMS & POLICIES CAN HELP
Retail or hospitality business
may want to:● put a process in place to
achieve sales● create mandatory
procedures for staff that are opening and closing the business daily
● set a standard (policy) for staff clothing and quality of customer service.
Business owner retiring may want to:
● Download their brain before they exit the business - for the staff and new owner’s benefit
● Add more value to the potential business sale price - documentation can build that value
● Ensure customers continue to experience a similar level of service/product post the exit
A startup or growing business may want to:
● Document procedures and templates as they go, so they can gain assistance from interns, contractors and new staff, and ensure they get up and running quickly
● Scale up quickly, which will require them delegating tasks.
● Lay the foundations for a strong business.
EFFECTIVE PROCESSES, PROCEDURES & STANDARDS WILL BE...
designed to empower and
inform, rather than constrain staff
practiced by management, so other staff will follow their
lead
Documented online & accessible 24/7, from
anywhere!
discussed regularly in meetings (including
positive and negative feedback)
Part of your staff training program, and made
available in a user-friendly format afterwards
Grounded in the vision and strategy of your
business
flexible and open to improvement
Clear about general business procedures as
well as role-specific procedures
regularly reviewed and updated
TEXT CHAT IN...
DO YOU CURRENTLY HAVE ANY OF YOUR COMPANY’S PROCEDURES SYSTEMS & POLICIES
DOCUMENTED?
ARE THESE STORED ONLINE FOR ACCESS BY OTHER STAFF/INTERNS/CONTRACTORS?
PROCEDURES & POLICIES YOUR BUSINESS MIGHT NEED
● Customer Service (Including A Customer Service Program And After-sales Service)
● Sales Practices And Sales Policies (E.G. Guarantees, Warranties And Refunds)
● Marketing And Promotion (Including Online Marketing And Social Media)
● Staff Training And Performance Reviews● Energy Efficiency And Environmental
Considerations (E.G. Water Restrictions)● Management Responsibilities● Record Keeping, Privacy Laws, Reporting
And Money Management● Use Of Technology (E.G. Rules Around
Staff Internet Usage) And Mobile Phones.
HOW TO CREATE EFFECTIVE
PROCESSES, PROCEDURES &
STANDARDS
TITLE OF POLICY OR PROCEDURE
1. Purpose - describes objective(s) for writing a policy or procedure
2. Revision history - if the system you’re using doesn’t automatically keep a log
3. Persons affected - identifies the creator of the document and who to go to with questions for the document and who should use the document
4. Policy - Describes the general organisation attitude of the company.
5. Definitions - Defines abbreviations, acronyms, forms, words, infrequently used and technical terms
6. Responsibilities - Summarises the roles and responsibilities of all individuals involved with this document.
7. Procedures - Defines and outlines the rules, regulations, methods, timing, place and personnel responsible for accomplishing the policy
TEXT CHAT:
What procedures, policies & standards might you need to create for your business? If you are starting from scratch, what area would make the biggest impact and is highest
priority to create i.e. is high risk? Would dramatically improve efficiency or profitability once rolled out?
● Accounts● IT
● Marketing● Customer service?
● Other
WHAT IS AN INTRANET OR WIKI
● User-friendly interface and design to allow people to create and edit rich intranet pages.● Rich text editing, image galleries, file attachments and many widgets like checklists.● Integrated social features, like an activity stream, people directory, poll and social media
widgets.● Use the same drag & drop interface to create custom online forms directly on your pages.● Collect form data and create reports. Use form workflows to process requests (like expense
reimbursements).● Great integration with Google Apps. This makes it a great alternative to Google Sites, if
you're looking for an easy but more complete intranet solution for Google Apps.● Flexible layout and theme editor to make your intranet match your company's style.● Powerful find-as-you-type search, which searches through pages, comments, files
(documents and PDFs), user profiles and form submissions.● Flexible permissions. Run your intranet open or closed, and specify who is allowed to view
and contribute to what.● Integration with 3rd party apps using HTML widgets.● Share or publish pages to create an extranet.● Create template pages and clone them when needed.
An intranet site or company wiki (think wikipedia) is a site where people in a company or organization can work together. It may include features such as:
OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: GOOGLE SITES
https://sites.google.com/
Google Sites is a structured wiki- and Web page-creation
tool offered by Google as part of the G Suite productivity suite.
OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: MICROSOFT SHAREPOINT
https://products.office.com/en-us/sharepoint/collaboration
SharePoint is a web-based, collaborative platform that integrates with Microsoft Office. Launched in
2001, SharePoint is primarily sold as a document management and storage
system, but the product is highly configurable and usage varies
substantially between organisations.
MORE OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: IGLOO
https://www.igloosoftware.com/
● Won 2016 CMS Critic Award for Best Intranet Software!
● Per user pricing - starting from $8/user
● Integrates with a lot of stuff● Nicer interface than Google sites
or Sharepoint?
MORE OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: ZOHO WIKI
https://www.zoho.com/wiki/intranet-software.html
● Collaborate on documents with ease● Build customized workspaces for each team
within your organization. Decide who can view what with the enterprise-level security features.
● Manage your tasks easily with all relevant information synced to a single place.
● Track your goals, schedules, and deadlines.● Create a separate portfolio for each employee.● Host training materials online.● Share best practices with employees.● Organize project plan documents, spreadsheets,
policies and client presentations within the intranet.
OPTIONS FOR TAKING YOUR PROCEDURES ONLINE: PAPYRS
https://papyrs.com/
Papyrus was specifically built so it could be used by non-IT people to build their own
intranet site. It comes with a WYSIWYG
(what-you-see-is-what-you-get) editor, and allows you to build
pages by dragging and dropping widgets.
TYPICAL FEATURES OF ONLINE WIKIS
Create and organize content
effectivelyWorkspaces
User Admin Embed photos, videos,
presentationsBranding Control Notifications
HOMEWORK:
IF YOU ARE NOT ALREADY USING AN ONLINE SYSTEM TO DOCUMENT YOUR PROCEDURES,
RESEARCH THE SYSTEMS OUTLINED TONIGHT MORE THOROUGHLY &
EVALUATE THEIR SUITABILITY TO YOUR BUSINESS.
THIS MAY INVOLVE A DISCUSSION WITH YOUR TEAM.
MAKE SURE PROCEDURES STAY ON THE MEETING AGENDA
Discuss:
● Procedures which still need to be created
● Who will create them and by when?
● New procedures which have been created and where they can be found
● Seek feedback on procedures so they can constantly improved
It should be everyone’s job to create and improve procedures, not just one persons (however approval processes and executive decisions still needed)
HOMEWORK:
Who should be ultimately responsible for procedures in your organisation?
What will approval process be?
How can you encourage your team to contribute to them?
Where will they be stored?
SUPPORT:MENTORS
Book in a session with an experienced mentor and gain assistance in choosing technologies or in their implementation in your business.
UPCOMING LEARNING OPPORTUNITIES: WEBINARS
Webinar 1 – Getting online with faster internet - 2/5/17Webinar 2 - Working more efficiently online - 9/5/17
Webinar 3 - Online Communication & Collaboration systems - 16/5/17Webinar 4 - Video conferencing - 23/5/17
Webinar 5 - Online banking & accounting - 30/5/17Webinar 6 - Online selling & marketing - 6/6/17
Webinar 7 - Online procedures & systems - 13/6/17Webinar 8 - Automations - 4/7/17
Webinar 9 - Online customer experience - 18/7/17Webinar 10 - Customer satisfaction systems - 25/7/17
Webinar 11 - Online learning, training & project management - 1/8/17Webinar 12 - Data & Analytics - 8/8/17
ALL SESSIONS FREE BUT BOOKINGS ESSENTIALREGISTER AT: https://levelup.sunshinecoast.qld.gov.au/events/
UPCOMING LEARNING OPPORTUNITIES
WORKSHOP 1 – GETTING ONLINE, WORKING ONLINE, COMMUNICATING & COLLABORATING ONLINE
26 MAY - 1230pm for 1pm start, ends 430pm
WORKSHOP 2 – BANKING, SELLING AND ACCOUNTING ONLINE20 June 2017 – 9am – 1230pm
WORKSHOP 3 – ONLINE PROCEDURES SYSTEMS, AND AUTOMATIONS13 July 2017 – 1pm – 430pm
WORKSHOP 4 – CUSTOMER EXPERIENCE & CUSTOMER SATISFACTION SYSTEMS, OPEN DATA, DATA ANALYTICS & REPORTING
15 August - 9am - 1230pm
COST $75 (SUBSIDISED) OR INCLUDED AS PART OF PROGRAM. REGISTER AT: https://levelup.sunshinecoast.qld.gov.au/events/
REGISTER FOR THE PROGRAM:levelup.sunshinecoast.qld.gov.au/register
REGISTER FOR EVENTS:levelup.sunshinecoast.qld.gov.au/events