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ARTICLE
A business without a good operations team is like a hot looking 2019 sports car with
a T-lizzie engine under the hood. All looks with no substance! And that means you
could be leaving a lot of profit opportunities on the table.
Now, I’m sure there are many among you that consider this rather obvious. So let
me ask you this instead – when was the last time you took a step back from
your sales or marketing strategies, and fine-tuned your operations team? Do you
put as much care and attention into operations as you do in other departments?
Figure out your mantra. Hammer it into your team members. The mantra may or
may not change in a few months – but there should always be one.
The point of a clear ideology in the minds of your operations team is that it allows
them to chalk out impactful long and short term goals, and then work towards them.
Antoine de Saint-Exupéry
The “Operations Playbook”, released in 2014 by the National Center for the Middle
Market, breaks the operations team’s job into four major sub-systems: problem-
solving, daily management, overall business strategy, and people development.
Discussing all four of these as a priority with your operations team in your Monday
morning meetings not only helps them identify key metrics for the week to come, but
also lets you gauge whether those actions align with your long-term business goals
for the coming fiscal year.
1. You have people with the right mind-set in your operations team;
2. You regularly discuss short and long term plans with them;
3. You at least have some systems in place to gather data from all your different
teams;
4. You regularly keep an eye on key performance metrics in your data to see
how your business is doing.
Here’s what you need to do to unlock your next stage of growth – take your
operations team’s feedback, often. A 2016 Forbes article identified the boss’ ego
and the employee’s fear of questioning the status quo as the two major reasons for
complacency in a business. However, it’s erroneous to equate asking a question to
your boss about their plan of action with challenging the operational hierarchy.
Naval submariners work in a culture where even the junior-most sailor can ask a
question of the highest officer in command, with clear expectations of receiving a
thoughtful answer. In turn, the questions asked of them often reveal to the higher
officers the thought processes of their sailors, and help identify potential problems
in the submarine before they arise.
‘Min-maxing’ is a fascinating term from video gaming culture. It means finding ways
to produce the maximum output possible in a set time with the minimum required
input. More so than any other employees, your operations team members are
your sailors in the submarine. As such, they’re the ones best positioned to ‘min-
max’ your work process and operational flow. If you believe you have the right
people in place, you ignore their feedback at your own peril.
Muhammad Ali
If you take away just one thing from this article, let it be this – Your operations team
is single-handedly responsible for both lowering your business costs, and
maximizing the amount of work you can get done in a day.
Their job is to remove the pebble in your shoe. The potential profit margins that your
sales team negotiates mean little if you’re throwing away valuable work hours into a
black hole of redundancies and cluttered work processes.
Moreover, giving your operations team the importance they deserve will also very
likely boost their own motivation, inspiring them to do better for the b usiness’
success. And we’ve already seen how effective inspiration alone can be for
productivity in a business.
However, if you’re wondering why I didn’t lay down specific key metrics and
performance indicators that your operations team should concentrate on – that’s
because they differ rather wildly depending on your type of business, your product,
and your own vision for the company.