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Rostone Operations delivers a Smart Agile Operating Model designed to help you scale your business and take the guesswork out of business growth. Unlock the Growth and Freedom Every Business Owner Deserves Prevent Burnout and Boost Business Value with Our 5Ts Smart Agile Operating Model—Drive Better Behaviours & Maximise Your Margins Today! Free 45-Min Assessment Strategic Wealth Creation Attract Top Talent A value-driven approach aligns with employee purpose and well-being, attracting high-performing individuals. By managing your business operations effectively, you unlock greater personal wealth management opportunities. Strengthen Market Position Businesses that prioritise operations gain a competitive edge by driving innovation and solving key challenges. Enhance Customer Loyalty Delivering consistent value builds trust and stronger relationships, encouraging repeat business and long-term client retention. 1 Improve Net Profitability Boost your bottom line. We analyse your operations, identify inefficiencies, and implement solutions to optimise resources and maximise returns, ensuring sustainable growth. 2 Maximise Business Valuation Build a stronger, more stable business, and you'll need to spend less time running it. This boosts its value and frees up time and funds for investing in your team and local communities. 3 Lower Business Risk With more effective operations you can focus on reducing your carbon footprint and implementing sustainability plans. This lowers risks, attracts top talent and customers. Identify your core issues and fix them, permanently Achieve a better work-life balance with our business productivity solutions Create more consistency across your business and increased engagement across your teams Begin Your Value-Driven Business Journey Today You’ve made it this far. Sensing a need for Value-Driven growth? Discover how to kickstart your tailored Value-Driven journey with Rostone Operations by speaking with an expert today. In a 1:1 video chat, together we’ll cover: Your unique growth strategies and business goals Introduction to the Rostone Operations Value-Driven Blueprint Next steps in your Value-Driven growth journey First name* Last name* Company name* Phone* Email* Question or Comment By submitting this form, you consent to having read and understood the privacy statement and are happy to sign up to our mailing list. Request Demo

Discover how Conversation Intelligence transforms business operations, providing real-time insights that enhance efficiency, decision-making, and performance. Conversation Intelligence That Drives Operational Excellence (OpEx) Harness the power of Value Insight, our Conversational Intelligence tool designed to drive Operational Excellence. By analysing phone call conversations, Value Insight uncovers real-time insights that enhance efficiency, streamline workflows, and improve decision-making. By assessing key interactions, Value Insight helps identify inefficiencies, optimise processes, and unlock opportunities for increased profitability. This behaviour-driven approach empowers businesses to adapt, innovate, and thrive in a competitive landscape. Gain the clarity and precision needed to make smarter decisions, drive meaningful progress, and achieve lasting success with Value Insight. Quickly Identify and Remove Your Company’s Weakest Links Value Insight delivers essential operational insights Conversation intelligence drives operational and sales insights and strengthens sales staff training to improve alignment and drive tangible results. By providing actionable data, it transforms sales and service operations into more efficient, rewarding, and profitable work while enabling businesses to uncover opportunities for continuous improvement. Create high quality conversations to improve sales and customer service outcomes Value Insight provides visibility into what agents and callers say during calls and a scoring methodology that keeps everyone improving. A robust customer success coaching initiative can be developed using reality-based insights to ensure uniformity across the team, creating a consistent standard of care that reassures clients of your genuine concern for their well-being. Get clarity on performance Operational insights play a critical role in identifying challenges and opportunities, enabling you to make informed decisions and implement meaningful change. As a leader, you need clear, concise, and well-informed insights on the issues impacting your business performance to drive effective operational change and achieve sustained growth. Avoid damaging call experiences Value Insight conversation analysis is set up in minutes, so you can immediately: ● Reduce complaints and customer frustrations ● Identify lost enquiries ● Improve agent behaviours ● Improve returns from marketing ● Increase sales conversion rates ● Increase positive reviews and testimonials Telephone skills training With improved behaviours, telephone skills and awareness, sales and service agents, receptionists and front desk staff can expect to become more confident in how to manage customer interactions on the phone. They will learn best practice techniques for handling a myriad of different and difficult real world sales and service situations leading to improved outcomes for both themselves, the callers and your business. Telephone skills training course details. Discover hidden complaints How many of your service calls are hidden complaints? These calls often go unnoticed and unrecorded, but they are eating away at your productivity and profitability without anybody noticing. Expose lost sales opportunities Understand how many enquiries your team is losing from low engagement and quickly address the underlying causes. Know the total sales opportunity The Value Insight conversation intelligence platform will reveal the total opportunity created by your marketing campaigns so you can establish your marketing return on investment (ROI) and whether your sales team is realising that investment. Pinpoint poor customer experience Ensure every member of your staff adheres to your brand standards, guidelines and best practices with every customer. This will help you stand out from the competition, increase customer retention and loyalty rates and increase sales. 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

Workplace personality tests can to improve team productivity. Organisational structure and personality types can influence each other in various ways. How to use Workplace Personality Tests to Improve Team Productivity Personality tests boost productivity by improving communication, aligning tasks with strengths, and enhancing teamwork. Published on: 6 Mar 2025 At the heart of any productive business operations are its people. From frontline employees and cross-functional teams to executives and leadership, individuals drive the success of your organisation. However, many businesses struggle with team alignment , collaborative workflows , and effective communication , crucial factors in achieving organisational goals . Research highlights that poor collaboration and weak leadership skills often lead to workplace inefficiencies . Companies that focus on building engaged teams, fostering transparency, and strengthening leadership development can drive significant improvements in employee engagement , productivity, and overall business performance . Yet research shows many businesses struggle with the “people” element of businesses: 97% of employees and executives believe a lack of alignment within teams impacts the outcome of tasks and projects. 39% of employees believe that people in their own organization don’t collaborate enough. 86% of employees and executives cite lack of collaboration or ineffective communication for workplace failures. 99.1% of employees prefer a workplace where people identify and discuss issues truthfully and effectively, but less than 50% say their organisation achieves this. 33% of employees said a lack of open, honest communication has the most negative impact on employee morale. 63% of workers want to quit their jobs because poor communication prevented them from doing their job effectively. For managers, the picture is even bleaker, as nearly 30% of employees believe their manager lacks team building skills and only 40% of employees report feeling satisfied with their relationship with their direct superior. Perhaps even more surprisingly, 69% of managers say they’re uncomfortable communicating with their team. All these statistics go to show the importance of b uilding productive, engaged teams, with strong leadership driving them. The benefits for businesses who do manage this are significant. How Organisational Structure and Personality Types Are Related? Organisational structure and personality types influence each other in various ways. While personality types can shape organisational structures, factors like industry, goals, and external environments also impact this relationship. 1. Fit Between Personality and Structure Different structures are suited to different personality traits. In hierarchical organisations, individuals who thrive on following instructions and established procedures perform best. On the other hand, flatter, decentralised structures require employees with adaptability, initiative, and independence, aligning with traits like openness and extraversion. Matching organisational structure with the prevalent personality types can enhance overall productivity. 2. Impact on Satisfaction Organisational structure can significantly affect individual job satisfaction, depending on personality traits. For instance, employees who value structure and stability may excel in traditional, hierarchical organisations where rules and procedures are clear. In contrast, those with a preference for creativity, autonomy, and flexibility may feel stifled in such environments and thrive in decentralised setups. When personality types and organisational structures align, job satisfaction improves, leading to higher retention and workplace morale. 3. Communication and Collaboration Personality types directly influence communication and collaboration styles. Introverted individuals may feel more comfortable in smaller teams or decentralised structures that foster focused, thoughtful interaction, while extroverts often thrive in structures promoting frequent social interaction and open communication. Organisations can design structures that cater to these preferences, improving both the quality of communication and collaborative efforts, leading to better overall performance and project success. 4. Leadership Styles Leadership styles are also shaped by personality types and are closely tied to the organisational structure. Transformational leaders, who inspire and motivate, often perform well in flexible, flatter organisations where creativity and innovation are prioritised. In contrast, transactional leaders, who focus on goals and rewards, may be more effective in hierarchical structures that rely on strict adherence to procedures and rules. The right match between leadership style and organisational structure supports business goals and enhances team effectiveness. 5. Organisational Culture Personality types contribute to and are shaped by an organisation’s culture, which is influenced by its structure. A hierarchical structure may create a culture of compliance, formality, and respect for authority, attracting individuals who align with these values. Meanwhile, decentralised structures may foster a culture of collaboration, creativity, and empowerment, drawing in employees who prefer autonomy and innovation. The evolving culture reinforces the structure and influences how the organisation grows and adapts. By considering the relationship between personality dynamics and organisational structure, businesses can create an environment that optimises communication, leadership, satisfaction, and overall performance. Stronger teams offer are more productive teams Research shows extremely connected teams are 21% more profitable . This is likely due to the simple fact that happy employees are more productive employees. Working in great teams with better communication, rapport, decision making and understanding is all part of this. For example, 37% of employees say working in a great team is their primary reason for staying at a company. In fact, some 54% of employees say a strong sense of community including great coworkers kept them at a company longer than was in their best interest. So building great teams and having strong leadership for those teams directly impacts your business’s bottom line. You’ll have more productive, engaged and profitable employees, who will stick around longer, reducing employee churn and recruitment costs. What are workplace personality tests and how can they help build more productive teams? There is no one way to build a great team, but workplace personality tests are a great place to start, whether this is at the point of recruitment or long after your teams have been hired. Workplace personality tests are a kind of assessment employers can use to help better understand new candidates as well as current employees. Many ( although not all! ) have roots in psychology. Much like many psychological assessments, workplace personality tests give an insight into key characteristics, behaviours and people’s intrinsic motivations that drive them to behave the way they do. The information obtained from workplace personality tests can then be used to better understand the behaviours within teams, as well as the behaviours possessed by leaders across businesses, to better communicate, motivate and engage. Different types of workplace personality tests There are many different types of workplace personality tests on offer and they’re not all made equal. Some have no research or founding in psychology, while others provide little actionable insight. All this said, we’ll look at the most common workplace personality tests including: Keirsey Temperament Sorter Disc Personality Test The Myers Briggs Type Indicator The Caliper Profile The SHL Occupational Personality Questionnaire Minnesota Multiphasic Personality Inventory Keirsey Temperament Sorter This workplace personality test is based on Ancient Greek philosopher Hippocrates’ theory. He stated that all human’s personas are made up of four temperaments: Artisan Guardian Idealist Rational This test is very similar to the Myers Briggs test, in that these four temperaments are scaled and then categorised into 16 different groups. However, one of the key differences is that the MBT focuses on how people feel and think, while Kerisey focuses more on behaviour. It’s been used widely, perhaps most notably by the US Air Force. DISC Personality Test The Disc Personality Test was created by William Moulton Marston in 1928, and later adapted by Walter Clark in 1940. It’s made up of 28 questions which measure four key areas: Dominance Influence Steadiness Conscientiousness Candidates are categorised into distinct personality types, based on their characteristics in these four areas. Those with D personality profiles tend to be confident and forceful and prioritise taking action and challenging themselves. Those with I personality profiles tend to be excellent communicators and influencers and prioritise relationships. Those with S personality profiles tend to be supportive and patient and prioritise teamwork. Finally, those with C personality profiles tend to be analytical thinkers and methodical workers. Disc workplace personality testing is particularly useful for assessing management and other leaders and is in widespread use for businesses around the world. Part of this is also down to its accessibility. Unlike many tests, it doesn’t take hours to complete and still provides an excellent insight into the behaviours that cause people to act the way they do. The Myers Briggs Type Indicator One of the most well-known personality tests, the Myers Briggs test was developed in the 1940s by mother and daughter Katherine Cook Briggs and Isabell Briggs Myers. This personality test is made up of 93 questions and categorises people into one of 16 different personality types, each with their own unique strengths and weaknesses. It’s made up of four different scales which are: Extraversion (E) – Introversion (I) Sensing (S) – Intuition (N) Thinking (T) – Feeling (F) Judging (J) – Perceiving (P) These scales are then used to dictate the different personality types including: ISTJ – The Inspector ISTP – The Crafter ISFJ – The Protector ISFP – The Artist INFJ – The Advocate INFP – The Mediator INTJ – The Architect INTP – The Thinker ESTP – The Persuader ESTJ – The Director ESFP – The Performer ESFJ – The Caregiver ENFP – The Champion ENFJ – The Giver ENTP – The Debater ENTJ – The Commander Many fortune 500 companies use this workplace personality test in their recruitment processes, despite this personality test being fairly controversial within the psychological field. The Caliper Profile This workplace personality test was invented around 50 years ago by an Australian talent management company. Since then, it’s been used by more than 65,000 businesses worldwide to assess more than 4.5 million candidates. The test has psychological roots, it’s based on the work of psychologists Raymond Cattell and Frank Warburton. The assessment is made up of 180 multiple choice questions, as well as some puzzle and problem solving tasks for certain roles. Once completed, the Caliper test then assesses four main aspects of an employee or candidates personality, including: Leadership skills Interpersonal skills Problem solving and decision making Personal organisation This information can then all be used to see whether a candidate is a good fit for a wider team. The SHL Occupational Personality Questionnaire This workplace personality test is made up of 104 that assess 32 different characteristics. These characteristics are then assessed to give employers an indication as to whether candidates possess the right characteristics for the desired role. They can also be used to identify performance issues and opportunities for current employees, as well as to identify leadership potential in existing employees. The simplicity of this test works in its favour in recruitment in particular. It allows employees to get an overview of candidate characteristics and easily compare many at once to see who might be the best fit. Minnesota Multiphasic Personality Inventory This whopper of a personality test includes 567 true or false questions. It was invented back in 1939 to analyse different personalities. This workplace personality test isn’t common by any means, but many organisations with high-risk and stress positions, like the military, use this test. That’s because due to its roots in the mental health profession it can be useful to assess the psychological stability of potential candidates. Emotional Intelligence and Leadership Emotional quotient (also known as emotional intelligence) or EQ is a person’s ability to understand, use and manage their emotions in positive ways to effectively communicate, show empathy, relieve stress, overcome challenges and defuse conflict. Why is EQ Important in Leadership? Emotionally intelligent leaders are self-aware, can effectively self-regulate and self-motivate most especially when the going gets tough. EQ leaders are able to engage with others and see staff and employees as people and not just as producers of outcomes. They come from a solid self-foundation, possess personal integrity and can inspire and motivate other people to do their best. The Top 5 Characteristics of EQ in leaders 1. Self-awareness The characteristic in leaders that show they know how they feel and recognize how their emotions can affect the people who surround them. A self-aware leader acknowledges their ego and knows their strengths and weaknesses. Their aim is to make sure that their ego and personal traits work for the benefit of the workforce and organization. 2. Self-regulation A leadership attribute that gives leaders a firm grasp and control of their emotions. A self-regulated leader stays firm, fair and calm. Other people that surround this type of leader stay reassured and motivated to take positive action because their leader does not lash out, does not compromise their work ethic and is accountable for their actions. This creates a general sense of improved wellbeing in the workplace. 3. Motivation A leadership characteristic that comes from knowing what needs to be done and why these things must be done. A motivated leader has high work standards for themselves and can work on their goals consistently. They also understand what motivates their workers and colleagues and can incentivize these so they can also give their best in their work. 4. Empathy An empathic leader can put themselves in another person’s shoes (so to speak) and can see things from their perspective. This ability can help develop people, challenge stereotypes and unfair assumptions. In difficult situations, it can help deliver critical feedback in a tactful manner as well as to be a good listener. All these lead to building a positive work atmosphere with a loyal and respectful team. 5. Social Skills The art of communication with an emotional connection. Leaders with good social skills can deliver bad news and celebrate good news in a way that makes people feel that improvement can be done by taking action on such opportunities. Having social skills can make leaders resolve conflicts in a calm, peaceful and diplomatic manner. This skill allows leaders to demonstrate that they respect the other person’s needs, hopes and fears. Emotional intelligence or EQ is vital for effective leadership. The main leadership skills associated with emotional intelligence are empathy, social skills, self-awareness, and self-regulation, as well as a wide variety of skills associated with these traits. Leaders who possess these skills are more capable of understanding other people’s unique behaviours and motivations, as well as their own. The global emotional intelligence test isn’t a workplace personality test per say, but it is a very helpful tool for businesses to assess current leadership, as well as identify staff who could make great leaders in the future. This test was developed by science journalist Daniel Goleman. It is a particularly useful tool in assessing leadership as it examines the array of skills and characteristics necessary to perform well as a leader. The test measures four main areas: Self-awareness Self-management Social awareness Relationship management Self-awareness is at the heart of emotional intelligence and is made up of three key competencies; emotional self-awareness, accurate self-assessment and self-confidence. These three characteristics enable employees to be able to understand the impact their emotions have on their behaviour, as well as identify their own strengths and weaknesses. Self-management refers to five competences; self-control, transparency, adaptability, achievement orientation and initiative. Much like the above, excellent leaders possess a strong mix of these qualities to enable them to communicate with and manage teams. Social awareness refers to the ability to empathise, but it also examines a candidates organisational awareness and service orientation. The latter are both vital leadership skills in being able to understand both business and customer needs. Finally, relationship management has seven competencies; visionary leadership, developing others, influence, change catalyst, conflict management, building bonds and teamwork and collaboration. Much like all of the above, those who possess skills and characteristics in all these areas possess a high level of emotional intelligence and make excellent leaders. The test scores candidates on a scale of one to 10 in each of these four areas. Employers can use it to assess new candidates and current employees for leadership roles to see whether they would make effective leaders. It can also be used to identify areas for current leadership to improve in. Proponents of EI testing argue that it gives a more realistic assessment of leadership skills than skill or IQ testing. What are the productivity benefits of workplace personality tests? Workplace personality tests aren’t popular for no reason. Hundreds of thousands of organisations across the world, including Fortune 500 companies, use them for one simple reason — to build better teams and identify stronger leaders. Once a test is completed, it shouldn’t just be read once and discarded. These tests can reveal the intrinsic motivators that every person has. This information can then be used to better understand how to communicate with each other, as well as resolve conflicts. Employees who have undergone workplace personality testing have a heightened sense of self awareness. They can better understand what motivates them and use this information to tackle problems differently. Workplace personality tests can also be used to better understand each other. For example, if a whole team undergoes a DISC workplace personality test, it’s highly unlikely everyone on the team would come out as a D profile. Far more likely, the team will be built up of a healthy mix of different DISC profiles. Teams can use this information to better understand each other and divvy out tasks to those most suited to them. They can also use this information to understand colleagues whose behaviour may not previously have made sense to them, as they have different intrinsic motivators. This can make conflict more productive. Using a mix of self awareness and awareness of others, they can better resolve conflicts in the workplace and create productive solutions that work for everyone. Similarly, managers can use the information obtained from workplace personality testing to lead teams better. They can understand exactly what motivates each team member and better assign enjoyable tasks to employees based on this knowledge. For training, it can also help leaders identify different ways to train to maximise engagement and outcome. Overall, all these various workplace personality test benefits have a direct impact on the bottom line, which we talked about above. You have happier, more engaged teams who can communicate better and work more productively together. For recruitment processes in particular, workplace personality tests can speed up the entire process, reducing candidates to a smaller pool who you already know have the desired characteristics and behaviours for your company culture and the job role itself. Another unique benefit for recruitment is that workplace personality tests can reduce bias. Employers can make fairer decisions using the information provided from assessments to pick the best candidate for the role, as opposed to basing it on gut feeling or personal preference. The benefits of workplace personality testing for leadership We hinted at this in the introduction already, but many businesses aren’t getting leadership quite right. They promote based on technical skills alone, as opposed to the behaviours and characteristics necessary for employees to make good leaders. This matters, because as the old trope goes, people quit their boss, not their job. Research actually backs this one up, as around 57% of workers quit due to their direct supervisor. Moreover, managers account for at least 70% of the variance in employee engagement, which as we know has a huge impact on business productivity. This goes to show how important leadership skills are for managers. If they possess a high level of emotional intelligence, there is a high chance they will make more effective leaders and lead more productive teams. Workplace personality testing can give employers these insights ahead of internal promotions to ensure they’re promoting the right people to the right areas, as opposed to focusing on technical skill and length of service alone, as neither of these are indicative of a strong leader. What are the criticisms of workplace personality tests? The workplace personality test market is crowded. There are many organisations offering a huge variety of workplace personality tests. Many have great merit, others not so much. Many are making larger claims than they should be. A workplace personality test result cannot predict all behaviour. It can certainly indicate, but it is by no means a guarantee. As well as this, some write personality testing as a whole off as pseudoscience. This is often due to the lack of analysis and research behind some tests, but is well worth noting many other tests have been studied at length and found to have been reliable. One of the main criticisms surrounding workplace personality testing is whether the insight gained is actually useful. Much of this comes down to businesses simply using a workplace personality test and not then applying what they learn from that insight. How to use workplace personality tests to help your business There is little benefit, beyond entertainment, to taking a workplace personality test, if that test is then plonked in a drawer and forgotten about. For workplace personality tests to be beneficial to your business, you need to use the insights gained and take logical actions built on those insights. There are no end of ways to do this, but we’ll cover some common practical uses of workplace personality tests for businesses. Workplace Personality Tests for Hiring and Internal Promotion You can use workplace personality tests to gain more insight into the right people to hire for your business, as well as promote the best internal candidates to the best roles to suit them. How often have you brought in a new employee with all the skills they needed, only to have a team to have endless trouble working with them? This comes down to human nature and the behaviours that drive us. Hiring for behaviours and characteristics makes far more sense than hiring for skill, because skill can be taught far more easily than a new behaviour. Workplace personality testing can be used to assess candidate behaviours and speed up the hiring and onboarding process. Tailor Communication to Each Personality Type Some employees are perfectly happy to sit back and follow someone else’s lead, while others would much rather work autonomously and only communicate when they need assistance. Understanding your own personality type, as well as others, means you can tailor communications with every team member, across a business. Your team will get the type of communication they desire and feel more valued and respected as a result of it. Design More Productive Teams Let’s take DISC personality profiles as the example here and say one of your customer service teams is made up of a mix of I and S personality profiles. They all get on incredibly well as they value relationships in the workplace and are very people focused, but they love to chat all day. You could use the information obtained from this to identify that you need a D personality in that team to give more direction and focus. Our point is, you can use workplace personality tests to construct better teams with a mix of personality types that compliment each other to increase productivity and performance. Aid Employee Development Employees want long term opportunities for learning and development opportunities from the company they work for. You can use workplace personality tests to further your employees development. Once they understand their own personality assessment, they can identify areas of both strength and weaknesses to improve on, in turn, improving their performance and opening up new opportunities for promotion across the business. Better Motivate and Engage Employees Different personality types are motivated by different factors. You can use workplace personality tests to tailor feedback and goals to different employees. For example, those with a C personality profile in DISC personality testing pride themselves on quality and accuracy, so you can tailor performance goals with this in mind. Meanwhile those with an I personality profile prioritise relationships, so regular one to one feedback will help motivate these employees more than annual performance appraisals ever could. 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

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Unlock business potential with a smart agile operating model designed to streamline processes, enhance productivity, and drive sustainable growth. 5Ts Smart Agile Operating Model Do More with Your Business with a Transformed Operating Model You're running a growing business, your team is talented, but as demand increases, cracks begin to show. Deadlines get missed, communication becomes chaotic, and it’s unclear who’s responsible for what. Stress levels rise, and you find yourself constantly putting out fires. Despite everyone working harder, results don’t match the effort. Now, picture introducing a well-defined Operating Model. Suddenly, there’s structure. Your business has clear processes for every task, and everyone knows how decisions are made. Communication improves, tasks flow smoothly from one person to the next, and meetings become shorter but more productive. You don’t just stop losing time—you gain it. You uncover new opportunities for improvement and focus on delivering consistent, high-quality results. When the market shifts or your business scales, the 5Ts Operating Model adapts with you, keeping you efficient and resilient. This is the power of a 5Ts Smart Operating Model. It’s not just a framework—it’s the key to turning strategy into consistent action. By aligning people, processes, and technology, it unlocks sustainable, value-driven growth. Ready to build yours? "We are what we repeatedly do. Excellence, then, is not an act, but a habit." - Aristotle The 5Ts Create a State of Flow Unlocking Purpose in Action All business problems are behaviour problems—and the 5Ts solve them at the source. By mastering Time, optimising Talent, shaping the right Traits, building Trust, and embracing Teach, you unlock a state of flow where work, life, and meaning become one. This is purpose in action. This is high-performance business. 5Ts Smart Agile Operating Model We run projects that implement the 5T Operating Model starting with a comprehensive audit to identify key areas for improvement, followed by a tailored strategy to optimise each pillar—Time, Talent, Traits, Trust, and Teach. This approach ensures all operational changes are aligned with business goals, delivering sustainable, value-driven growth and high-performance workflows. Time: Time is your most valuable asset. When wasted, it costs profits, energy, and growth. By mastering time, you take control of your business—eliminating inefficiencies, focusing on what truly moves the needle, and unlocking the freedom to scale. The 5Ts help you get time back on your side. Talent: Your business is only as strong as the people driving it. The right talent, in the right place, with the right skills makes all the difference. With the 5Ts, we help you build a team that’s engaged, productive, and aligned with your growth goals—because when talent thrives, business thrives. Traits: Success isn’t just about strategy—it’s about the behaviours that drive it. The 5Ts identify the key traits that turn teams into high-performers. We help you build a culture of accountability, adaptability, and focus—so your team doesn’t just work harder, they work smarter. Trust: Without trust, even the best strategies fail. Trust fuels collaboration, improves communication, and strengthens your business from the inside out. The 5Ts help you build a culture where trust drives performance, so your team works together—not against each other—to achieve success. Teach: Business success isn’t static—it’s built on continuous learning. When your team is equipped with the right knowledge and skills, they drive innovation, efficiency, and growth. The 5Ts help you create a culture of learning that keeps your business ahead of the curve—because when you stop learning, you stop growing. Reasons to Update Your Operating Model Updating a business model is essential for staying competitive, maximising value, and ensuring long-term resilience. As markets evolve, customer expectations shift, and technology advances, businesses must adapt to remain relevant and profitable. Refining revenue streams, optimising workflows, and integrating new technologies enhance efficiency and scalability. A modernised business model strengthens competitive advantage, improves sustainability, and attracts investment by demonstrating adaptability and future readiness. Rather than reacting to challenges, businesses should proactively evolve their model to drive sustainable, value-driven growth and long-term success. "It is not the strongest nor the most intelligent of species that survives, but the one that is most adaptable to change." - Charles Darwin Key Operating Model Components 1 Governance (decision-making and accountability) Governance ensures clear decision-making and accountability, aligning leadership with strategic goals. 2 Processes (efficient workflows and automation) Processes streamline workflows and standardise operations, driving efficiency and reducing variability. 3 People & Culture (roles, responsibilities, and behaviours) Foster an environment where clear roles, shared values, and behaviours drive collaboration, innovation, and high performance. 4 Technology (tools that enable productivity) Technology integrates digital tools and systems that enhance productivity and support operational agility. 5 Performance Management (metrics and continuous improvement). Performance Management tracks key metrics and fosters continuous improvement for long-term growth. "Only three things happen naturally in organisations: friction, confusion, and underperformance. Everything else requires leadership." - Peter Drucker The 5Ts Smart Agile Operating Model Do More with Your Business with a Transformed Operating Model DOWNLOAD BROCHURE

In the sustainable era, companies must prioritise transparency and ESG engagement to foster investor trust and support for responsible practices. Investor Relations in the Era of Sustainable Business: A Guide for Companies In the age of sustainability, companies must embrace transparency, set clear goals, and engage with ESG-focused investors to build trust and attract support for their responsible business practices. Sustainable Investor Relations in Modern Business In recent years, the landscape of business has been undergoing a profound transformation. The rise of sustainability and environmental responsibility has moved from the periphery to the core of corporate strategy. As companies recognise the importance of sustainable practices, they are not only redefining their business models but also reshaping the way they interact with their investors. The role of Investor Relations (IR) has never been more critical, as investors increasingly seek companies that align with their values and demonstrate a commitment to sustainability. In this article, we will explore the evolving dynamics of investor relations in the era of sustainable business and provide valuable guidance for companies aiming to effectively communicate their sustainability efforts to investors. The Growing Interest of Investors in Sustainable Businesses Investors are no longer just interested in financial performance; they are equally focused on Environmental, Social, and Governance (ESG) factors. Sustainable business practices that minimise environmental impact, promote social responsibility and ensure sound governance are highly attractive to investors. Here's why: Risk Mitigation: Sustainability practices are often associated with reduced risks. Companies that pay attention to ESG factors are better prepared to weather economic and environmental storms. For investors, this translates into lower investment risk. Long-term Value: Sustainable businesses are more likely to thrive in the long term. Investors understand that companies with robust ESG practices are better positioned for sustainable growth and profitability. Regulatory Compliance: Governments worldwide are enacting stringent environmental regulations. Companies that are proactive in adhering to these regulations are less likely to face legal or financial repercussions. Investors want to be associated with businesses that are not just following the law but leading in compliance. Consumer and Stakeholder Trust: As consumers become more conscious of their choices, they prefer companies that stand for sustainability. By investing in sustainable businesses, investors gain the trust and loyalty of an increasingly conscientious customer base. Access to Capital: Sustainable companies often find it easier to access capital and enjoy lower borrowing costs. Investors understand that such companies have a competitive advantage in securing financing. Given these compelling reasons, companies need to proactively communicate their commitment to sustainability to attract and retain investor interest. Fostering Investor Confidence and Support Effectively communicating a company's sustainability efforts to investors is an essential aspect of modern Investor Relations. Here are some key steps companies can take to foster investor confidence and support: Transparency is Key: To build trust with investors, it's vital to be transparent about your sustainability practices. Companies should be open about their goals, progress, and challenges. This transparency can be achieved through regular sustainability reports and ESG disclosures, which provide investors with a clear picture of the company's sustainability journey. Set Clear Goals: Define your sustainability goals and key performance indicators (KPIs). Investors want to see measurable progress. Companies should establish clear targets and regularly update investors on their progress towards these goals. Integration into Strategy: Sustainability should be deeply integrated into a company's overall strategy, not treated as a separate initiative. Investors want to see that sustainability is not just a checkbox but a core part of the business model. Engage with Stakeholders: Engaging with various stakeholders, including investors, is crucial. This can involve hosting sustainability webinars, participating in industry events, and being responsive to investor inquiries. Companies can also seek feedback from investors on their sustainability efforts. Educate Investors: Many investors may not fully understand the intricacies of sustainability. It's the company's responsibility to educate them on how sustainable practices create long-term value. This education can occur through investor presentations, reports, and meetings. Certifications and Awards: If your company has received sustainability certifications or awards, proudly highlight these achievements. These external recognitions can provide third-party validation of your commitment to sustainability. Collaborate with ESG Rating Agencies: Working closely with ESG (Environmental, Social, and Governance) rating agencies can help companies improve their ESG scores. Higher scores can attract more investors interested in ESG factors. Benchmarking: Benchmark your sustainability performance against industry peers. This allows investors to see where your company stands in comparison to others and assess your relative sustainability performance. Diversify Your Investor Base: Seek out investors who have a strong ESG focus. Explore responsible investment funds, impact investors, and socially responsible investors. Diversifying your investor base can help attract those who align with your sustainability goals. Sustainability in Executive Compensation: Consider tying executive compensation to sustainability goals. This signals a strong commitment to sustainability at the highest levels of the company and aligns the interests of leadership with those of investors. Challenges and Potential Pitfalls While the benefits of prioritising sustainability in investor relations are evident, companies must be aware of potential pitfalls and challenges: Greenwashing: One of the most significant dangers is greenwashing, where a company exaggerates or falsely claims its sustainability efforts. Such practices can lead to reputational damage and loss of investor trust. Genuine commitment to sustainability is essential. Complex Metrics: Measuring and reporting on sustainability can be complex, and there is no one-size-fits-all approach. Companies must carefully choose their metrics and be prepared to adapt to changing standards and investor expectations. Short-Term vs. Long-Term Pressure: Companies often face the dilemma of balancing short-term financial performance with long-term sustainability goals. This can be challenging when quarterly earnings reports hold sway over investor sentiment. Resistant Shareholders: Some shareholders may be resistant to ESG initiatives, viewing them as distractions from the core business. It's essential to communicate the long-term benefits of sustainability to win over such investors. Regulatory Changes: The landscape of sustainability reporting is evolving. Companies must stay informed about changes in regulations and standards to ensure they remain compliant and provide accurate information to investors. In conclusion, the era of sustainable business has ushered in a new era of investor relations. As investors increasingly consider ESG factors, companies must adapt to this shift and communicate their sustainability efforts effectively. Transparent reporting, clear goals, and an integrated sustainability strategy are vital components of this communication. By fostering investor confidence and support in sustainable business practices, companies can not only attract capital but also contribute to a more sustainable and responsible corporate world. 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

Discover the essential tools for managing Standard Operating Procedures (SOPs) efficiently. Explore workflow management, document control, compliance tracking, and training platforms that enhance the accuracy, compliance, and effectiveness of SOPs. Tools for SOP Management: Streamlining Processes with Digital Solutions Explore how workflow automation, document management systems, and compliance tools simplify SOP creation, approval, and monitoring, ensuring operational excellence and regulatory compliance. Managing Standard Operating Procedures (SOPs) efficiently requires the right tools to ensure they are consistently up-to-date, accessible, and compliant. Workflow management tools play a crucial role in streamlining the SOP lifecycle—from drafting and approval to implementation and monitoring. In this section, we explore how workflow management, along with other digital tools, enhances the overall SOP management process. 1. Workflow Management Tools Workflow management is a critical element of SOP management that ensures each step in the SOP creation, approval, and execution process is carried out efficiently and consistently. By automating and tracking workflows, organisations can reduce bottlenecks, improve compliance, and ensure that SOPs are being followed and updated as necessary. Benefits of Workflow Management for SOPs Automation of Processes : Workflow managemen t tools allow organisations to automate the entire SOP lifecycle, from the creation and review stages to final approval and implementation. This ensures that each step is completed by the right person at the right time, reducing the risk of delays or errors. Example : When drafting a new SOP, the system can automatically route it to the appropriate subject matter experts (SMEs), compliance officers, and department heads for review and approval. Visibility and Tracking : Workflow management provides visibility into the SOP process, showing where each document is in the approval chain, who has reviewed it, and who needs to take action next. This transparency helps teams stay on top of tasks and avoid missed deadlines. Example : A project manager can track the progress of an SOP in real-time and receive notifications if a task is overdue or a stakeholder has not completed their assigned review. Accountability and Compliance : With built-in audit trails, workflow management tools help ensure compliance by documenting every action taken during the SOP process. These logs can be critical during audits or inspections, demonstrating that all SOP-related activities were completed properly and on time. Example : During an internal audit, the system can generate a report showing the dates, individuals involved, and steps completed for each SOP’s review and approval process. Popular Workflow Management Tools for SOPs Monday.com : This workflow automation tool allows teams to create custom workflows for SOP creation, review, and approval. With built-in notifications and task management, Monday.com helps keep the entire team on track during SOP development. Asana : Asana provides a robust platform for managing complex workflows, assigning tasks, setting deadlines, and tracking the progress of SOP-related activities. It also integrates with other tools like Google Workspace, making it easy to collaborate on SOP documents. Process Street : Specifically designed for workflow automation , Process Street allows organisations to create, automate, and monitor SOPs and other recurring processes. It offers checklist-style task tracking to ensure that all procedural steps are followed and AI Workflow Automation . How Workflow Management Enhances SOP Effectiveness Streamlined Approvals : Workflow tools automatically route SOPs through the approval process, ensuring that reviews happen in a timely manner and that no step is skipped. This minimises the time it takes to get new or updated SOPs approved and implemented. Clear Accountability : Workflow management systems assign tasks to specific team members, ensuring that everyone knows their responsibilities and that actions are completed on time. Scalability : As organisations grow, managing a large number of SOPs can become challenging. Workflow management tools scale with the organisation, ensuring that the SOP process remains efficient and compliant, even as more documents and stakeholders are added. By integrating workflow management tools into SOP processes, organisations can significantly improve the speed, accuracy, and compliance of their SOP management, ensuring smoother operations and stronger adherence to internal and regulatory requirements. 2. Document Management Systems (DMS) A Document Management System (DMS) is an essential tool for organising, storing, and managing SOPs. A DMS ensures that SOPs are easily accessible, securely stored, and properly versioned, while allowing authorised personnel to make updates or changes as needed. Benefits of Using a DMS for SOPs Centralised Storage : A DMS serves as a single repository where all SOPs can be stored and accessed by authorised employees. This eliminates the risk of employees using outdated or incorrect versions of SOPs, as everyone has access to the latest approved version. Version Control : A DMS tracks every change made to an SOP, ensuring that there is a clear version history. This is crucial for maintaining accountability, as it allows you to track who made changes, what was changed, and why. Access Control : Role-based access ensures that only authorised personnel can edit SOPs, while others can view or download the latest versions. This prevents unauthorised modifications and enhances document security. Popular DMS Solutions for SOP Management Microsoft SharePoint : A popular platform for document management, SharePoint offers version control, collaborative editing, and integration with other Microsoft tools such as Word and Teams, making it easy to manage SOPs across departments. Google Workspace (formerly G Suite) : Google Docs and Google Drive provide simple, collaborative platforms for drafting, reviewing, and storing SOPs. With Google Workspace, teams can collaborate on SOPs in real-time, leave comments, and track revisions. MasterControl : Specifically designed for regulated industries like pharmaceuticals and manufacturing, MasterControl provides robust compliance features, audit trails, and version control. It also includes tools for document approval and training tracking. By using a DMS, organisations can streamline the storage, accessibility, and control of SOPs, ensuring that employees are always working with the most up-to-date and compliant documents. 3. Collaborative Writing Tools Creating an SOP often requires input from multiple stakeholders, including subject matter experts, compliance officers, and managers. Collaborative writing tools make it easier to draft, review, and finalise SOPs in real-time, ensuring accuracy and alignment across departments. Benefits of Collaborative Tools Real-Time Editing : Multiple stakeholders can work on the same document simultaneously, providing feedback, making changes, and ensuring that the SOP reflects the input of all relevant parties. Commenting and Suggestions : Collaborative tools allow users to leave comments and suggestions directly within the document. This improves the review process by enabling clear communication about changes or potential issues. Version History : Most collaborative platforms automatically track changes, making it easy to review previous versions or revert to earlier drafts if needed. Popular Collaborative Writing Tools Google Docs : Google Docs allows teams to collaborate in real-time, add comments, and suggest edits. It also tracks version history, so teams can see who made changes and when. Microsoft Word (Office 365) : Integrated with SharePoint or OneDrive, Microsoft Word in Office 365 offers real-time co-authoring, version control, and commenting features, making it a robust tool for creating SOPs collaboratively. Confluence : Atlassian’s Confluence is a knowledge management tool that allows teams to collaborate on documents, track changes, and organise SOPs within a broader knowledge base. It’s particularly useful for larger organisations or those with complex document needs. Collaborative writing tools ensure that all stakeholders can contribute to the creation of SOPs in an organised and efficient manner, improving both the speed and accuracy of the SOP development process. 4. Workflow Automation Tools Workflow automation tools help streamline the SOP creation, approval, and distribution process. Automating workflows ensures that SOPs move through each stage of development efficiently and that nothing falls through the cracks. Benefits of Workflow Automation for SOPs Automated Approval Process : Workflow tools can automate the approval process by routing the SOP to the necessary reviewers and approvers. Once the SOP is approved, it can be automatically published and distributed to the relevant employees. Task Management and Notifications : These tools can send notifications and reminders to team members responsible for drafting, reviewing, or approving an SOP, ensuring deadlines are met and tasks are completed. Tracking and Reporting : Workflow automation tools provide a clear audit trail, showing who has reviewed, approved, or updated an SOP. This helps ensure accountability and compliance, especially in regulated industries. Popular Workflow Automation Tools Trello : Trello is a simple and visual task management tool that can be used to track the progress of SOP development and approval. It helps teams manage deadlines, assign tasks, and collaborate efficiently. Asana : Asana is a more robust project management tool that allows teams to automate workflows, track tasks, and manage complex projects, including SOP creation and review cycles. Monday.com : Monday.com offers workflow automation and task tracking features, making it easy to manage the entire SOP lifecycle, from drafting to final approval and distribution. Workflow automation tools ensure that SOPs move through the creation, approval, and implementation process efficiently, reducing bottlenecks and improving accountability. 5. Training Management Software SOPs often require employees to undergo training to ensure they understand and can apply the procedures correctly. Training management software helps track employee training, certification, and compliance with SOP requirements. Benefits of Training Management Tools Tracking Compliance : These tools track which employees have completed training on specific SOPs, ensuring that only qualified personnel are performing certain tasks. This is especially important in regulated industries where compliance with safety, quality, or regulatory standards is critical. Training Assignments and Certifications : Training management software allows managers to assign specific training modules based on employee roles and responsibilities. After completing the training, employees can be certified, with the system tracking when recertification is required. Integration with SOPs : Many training management systems integrate with DMS platforms, automatically linking training modules to relevant SOPs. This ensures that employees are always trained on the latest version of the SOP. Popular Training Management Tools TalentLMS : A cloud-based learning management system, TalentLMS allows organisations to create and manage SOP training programs. It tracks employee progress, certifications, and training completion, making it ideal for organisations with frequent SOP updates. Adobe Captivate Prime : Adobe’s LMS offers a robust platform for managing employee training on SOPs. It supports SCORM-compliant content, tracks learner progress, and integrates with other document management systems for seamless SOP training. Litmos : Litmos is another popular LMS that provides features such as course creation, certification tracking, and reporting on training compliance. It’s widely used in industries where ongoing training and compliance are critical, such as healthcare and manufacturing. Training management tools ensure that employees are not only aware of SOPs but also understand how to apply them, supporting consistent, compliant operations across the organisation. 6. SOP Compliance and Audit Tools Maintaining compliance with SOPs and auditing their effectiveness is a critical aspect of SOP management, particularly in regulated industries. Compliance and audit tools help track adherence to SOPs, document non-compliance, and ensure that processes meet industry standards and legal requirements. Benefits of Compliance and Audit Tools Automated Compliance Tracking : These tools automatically track whether employees are following SOPs and highlight instances of non-compliance. They can integrate with other systems, such as DMS and training platforms, to provide a complete picture of SOP adherence. Audit Trails : Compliance tools maintain detailed audit trails, showing who accessed, modified, or approved each SOP. This helps organisations demonstrate compliance during internal or external audits. Regulatory Reporting : For organisations subject to regulatory oversight, audit tools can generate reports that show SOP compliance metrics and flag any gaps that need to be addressed before an audit. Popular Compliance and Audit Tools MasterControl : Designed for regulated industries, MasterControl provides robust compliance tracking, audit trails, and document control features, making it easy to manage SOP adherence and regulatory reporting. ZenGRC : ZenGRC is a governance, risk, and compliance platform that helps organisations track SOP compliance, manage audits, and ensure adherence to industry standards and regulations. AuditBoard : AuditBoard offers comprehensive audit and compliance management tools, allowing organisations to monitor SOP compliance, document non-compliance, and prepare for regulatory audits. By using compliance and audit tools, organisations can ensure that SOPs are not only implemented correctly but also meet all regulatory requirements, reducing the risk of non-compliance and improving overall operational governance. 7. SOP Integration with Business Intelligence (BI) Tools To evaluate the performance and effectiveness of SOPs, organisations can leverage Business Intelligence (BI) tools. BI tools analyse data from various systems (e.g., DMS, workflow, compliance tracking) to provide insights into how well SOPs are functioning and where improvements are needed. Benefits of BI Tools for SOPs Data-Driven Insights : BI tools collect and analyse data on SOP adherence, process efficiency, and performance metrics. This helps organisations make informed decisions about which SOPs need to be revised or optimised. Custom Dashboards and Reports : BI tools can create custom dashboards that display real-time data on SOP compliance, training completion, and audit results. These reports provide actionable insights for managers and compliance teams. Predictive Analytics : Advanced BI tools can use predictive analytics to identify trends and potential areas of non-compliance before they become issues, allowing organisations to take preventive action. Popular BI Tools for SOP Analysis Tableau : Tableau is a leading BI tool that allows users to create visual reports and dashboards based on data from various systems, including SOP compliance and performance tracking tools. Its user-friendly interface makes it easy to generate insights and communicate findings. Power BI : Microsoft Power BI integrates seamlessly with SharePoint, Office 365, and other Microsoft tools, making it an excellent choice for organisations that already use Microsoft products for SOP management. Power BI helps organisations analyse SOP performance and compliance data in real-time. Qlik Sense : Qlik Sense offers advanced data analytics capabilities, allowing organisations to analyse SOP performance, identify process bottlenecks, and generate reports on compliance metrics. By integrating SOP management with BI tools, organisations can continuously monitor the effectiveness of their procedures, identify areas for improvement, and ensure that their processes remain aligned with business goals. Conclusion The right tools are essential for efficient SOP management. From document control systems and collaborative writing platforms to training management software and BI tools, leveraging technology allows organisations to streamline the entire SOP lifecycle—ensuring accuracy, compliance, and effectiveness. By investing in these tools, businesses can optimise their SOP processes, reduce risks, and improve operational efficiency across the board. 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

Explore the journey towards eco-conscious profits as we delve into crafting a sustainability roadmap that benefits both the planet and your bottom line. Create a Sustainability Roadmap: Paving the Path to Greener Profits In the pursuit of profitability, forging a sustainability roadmap is the compass that leads to eco-conscious success. Discover how to balance financial growth with environmental responsibility and reap greener profits. Green Profits Ahead: Crafting Your Sustainability Roadmap Creating a sustainability roadmap that not only benefits the environment but also enhances profitability is like embarking on a thrilling journey with the Earth as your compass and innovation as your vehicle. It's a challenge, but the rewards are immense, and it's a journey worth taking. In this comprehensive guide, we will explore the ten crucial steps to building a sustainability roadmap that aligns with your business goals and fosters profitability. We'll delve into the intricacies of each step, providing insights and practical tips to help you navigate this exciting voyage toward a more sustainable and profitable future. 1. Define Your Destination Every successful journey begins with a clear destination in mind. Your sustainability voyage is no different. To start, you must define your sustainability and profitability goals. Ask yourself, what does sustainability mean for your organisation? Do you aim to reduce your carbon footprint, minimise waste, or perhaps invest in renewable energy sources? These are the critical questions that will shape your roadmap. The first step in building your roadmap is to articulate your objectives. This sets the direction for your sustainability journey and aligns your team around common goals. Be specific in your objectives and ensure they are measurable. For example, if your goal is to reduce energy consumption, specify the percentage or amount by which you aim to reduce it. 2. Take a Green Inventory Before you can plan your journey, you need to understand where you currently stand. This involves taking a "green inventory" of your organisation's environmental impact, resource usage, and areas of waste. By conducting a comprehensive audit, you'll gain a clear understanding of your organisation's environmental footprint. This audit will not only inform your sustainability roadmap but also reveal areas where cost-saving opportunities lie hidden. Often, sustainability initiatives lead to cost reductions, and identifying these potential savings can significantly contribute to profitability. Keep an eye out for areas where resource efficiency can be improved, waste reduced, and environmental impacts mitigated. 3. Innovation as Your Vehicle Innovation is the engine that drives your sustainability and profitability roadmap. Embracing cutting-edge technologies and sustainable practices can optimise your processes and help you achieve your sustainability objectives. For instance, incorporating Internet of Things (IoT) sensors for energy management or switching to eco-friendly materials in your products can be game-changers. Seek out innovation that aligns with your sustainability goals and offers long-term cost savings. Collaboration with technology providers, research institutions, and industry partners can help you stay at the forefront of sustainable practices and maintain your competitive edge. 4. Short-Term and Long-Term Milestones A well-defined roadmap includes both short-term and long-term milestones. Short-term goals provide immediate direction, while long-term objectives keep your organisation focused on its overarching vision. Your roadmap should include specific, time-bound targets that help measure your progress. For example, short-term goals might involve reducing water and energy consumption by a certain percentage within a year, while long-term objectives could entail achieving carbon neutrality within a decade. These milestones not only measure your sustainability efforts but also serve as motivation for your team, helping them stay engaged in the journey. 5. Engage Your Team Your sustainability roadmap is a collective effort, and your team is your crew on this voyage. Engaging your team is vital to the success of your sustainability initiatives. Encourage their participation, value their feedback, and provide the necessary training to ensure everyone is on board. Sustainability should be ingrained in the company culture, from the CEO to the janitor. Establish cross-functional teams responsible for driving sustainability initiatives and ensure that employees at all levels understand the significance of their roles in achieving the organisation's sustainability goals. 6. Financial Planning Sustainability doesn't have to mean sacrificing profitability. In fact, it often leads to cost savings and can create new revenue streams. Include financial planning as an integral part of your roadmap. Consider the costs of implementation, return on investment (ROI) projections, and potential grants or incentives for green initiatives. Be prepared to allocate resources for sustainability projects and, when necessary, seek financing options to support your initiatives. As your sustainability efforts start to yield financial benefits, reinvest those savings into further enhancing your sustainability measures and profitability. 7. Stakeholder Engagement Sustainability is not a solitary journey. Engage with your stakeholders - customers, suppliers, investors, and the community. Transparency is key when it comes to sustainability. Share your sustainability goals and achievements openly, building trust and creating a sense of shared responsibility. Stakeholders can provide valuable feedback, innovative ideas, and even financial support for your sustainability initiatives. By involving them in your journey, you'll create a network of support and increase your organisation's overall impact. 8. Measure, Monitor, Adapt Just like any journey, you need to measure your progress and be willing to adjust your course as needed. Implement tracking systems and conduct regular sustainability audits to ensure you're on the right path. These assessments help you understand which initiatives are working and which may need refinement or expansion. As the sustainability landscape evolves, be prepared to adapt your roadmap accordingly. Stay informed about changing regulations, emerging technologies, and shifting consumer preferences, and be ready to pivot when necessary to stay aligned with your goals. 9. Communication and Marketing Your sustainability journey isn't complete if you don't tell the world about it. Your commitment to sustainability can be a powerful marketing tool, attracting environmentally-conscious consumers and investors. Use your successes as stories to inspire others and showcase your brand's dedication to positive change. Develop a robust communication strategy that highlights your sustainability achievements and the positive impact they have on the environment and society. Share your progress through various channels, including your website, social media, and press releases, and consider participating in industry events and sustainability awards programs to gain recognition for your efforts. 10. Celebrate Milestones Don't forget to celebrate your sustainability milestones, no matter how small they may seem. Acknowledge the hard work and commitment of your team. Recognise achievements with awards, incentives, or simple acknowledgments. Celebrating milestones not only boosts morale but also reinforces the importance of sustainability within your organisation's culture. Remember, the sustainability journey is not just about reaching the destination; it's also about enjoying the journey and recognising the positive impact you're making on the planet and your bottom line. In the end, building a sustainability roadmap that promotes both environmental responsibility and profitability is about finding the sweet spot where the interests of your business and the planet align. It's a dynamic journey that requires continuous effort, innovation, and a passionate team. With the right roadmap, your company can become a beacon of sustainable success in a world where environmental responsibility and profitability go hand in hand. So, fasten your seatbelt and get ready for an exciting and rewarding adventure toward a greener, more profitable future! Your journey toward sustainability and profitability starts now. 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Gain a clear understanding of Value Stream Mapping (VSM) and how it helps identify inefficiencies, optimise workflows, and drive continuous improvement in your business operations. Value Stream Mapping: A Strategic Approach to Workflow Optimisation Unlock efficiency and streamline your processes by mapping the flow of value in your business. Value Stream Mapping (VSM) is a powerful visual tool that helps organisations streamline workflows, reduce inefficiencies, and enhance overall productivity. Originally developed within the Toyota Production System (TPS), VSM has evolved into a widely used methodology across industries, including manufacturing, healthcare, logistics, and service sectors. By identifying value-adding and non-value-adding activities, businesses can optimise their processes, improve customer satisfaction, and boost profitability. The History and Evolution of Value Stream Mapping Value Stream Mapping has its origins in the Toyota Production System (TPS), where it was developed as a lean manufacturing technique to enhance efficiency and eliminate waste. Initially used in the automotive industry, VSM has since been adopted across multiple sectors, providing a structured approach to process improvement. Over time, organisations outside manufacturing have embraced VSM to address inefficiencies in service delivery, healthcare management, software development, and supply chain logistics. Today, it is a fundamental tool in Lean and Six Sigma methodologies , helping businesses gain a clearer understanding of how value flows to the customer and where strategic improvements can be made. Identifying and Defining Value Streams The first step in Value Stream Mapping is to identify the value stream—the end-to-end process required to deliver a product or service to the customer. This involves distinguishing between value-adding activities, which directly contribute to the final product or service, and non-value-adding activities, which include wasteful steps such as excessive waiting times, redundant approvals, unnecessary movement, or rework. By defining these elements, businesses can pinpoint inefficiencies and focus their improvement efforts on the areas that have the most significant impact on performance and customer experience. Mapping the Current State A Current State Map is the foundation of VSM. This visual representation provides a clear overview of the existing workflow, highlighting material flows, information transfers, delays, and inefficiencies. The goal is to identify bottlenecks and unnecessary steps, analyse lead times, cycle times, and work-in-progress inventory, and highlight communication breakdowns that slow down operations. By thoroughly understanding the current workflow, organisations can establish a baseline for improvement and develop data-driven strategies for process optimisation. Designing the Future State Once inefficiencies in the current workflow are identified, the next step is to create a Future State Map. This version represents the ideal process with streamlined workflows, improved coordination, and reduced waste. Key principles of Future State Mapping include implementing continuous flow to minimise waiting times, introducing pull systems that align production with customer demand, and standardising processes to improve consistency and reliability. By visualising the optimised workflow, businesses can create actionable strategies to transition from their current state to their desired future state. Analysing Flow and Identifying Bottlenecks A well-functioning workflow relies on smooth process flow and the elimination of bottlenecks. Bottlenecks occur when certain stages in the workflow slow down the overall process, leading to inefficiencies and delays. Organisations use techniques such as Takt Time Analysis, Cycle Time Measurement, and Work-in-Progress (WIP) Tracking to analyse bottlenecks. Addressing bottlenecks improves throughput, enhances efficiency, and enables a more consistent delivery of products or services. Measuring Performance and Efficiency To evaluate the effectiveness of process improvements, businesses track key performance indicators such as Lead Time, the total time taken from start to completion of a process, and Process Cycle Efficiency (PCE), the ratio of value-added time to total lead time. By measuring these KPIs, organisations can assess workflow effectiveness , identify areas for further improvement, and set realistic goals for enhancing operational performance. Continuous Improvement with Kaizen VSM is not a one-time activity—it is a continuous improvement process. The insights gained from Value Stream Mapping should lead to Kaizen, a philosophy of making incremental, ongoing changes to improve efficiency. Successful Kaizen initiatives include encouraging employee involvement in process improvement, regularly updating Value Stream Maps to reflect changes, and aligning improvement efforts with overall business objectives. By fostering a culture of continuous improvement, organisations can sustain their efficiency gains and remain competitive in an ever-changing business environment. Cross-Functional Collaboration Value Stream Mapping is most effective when multiple departments collaborate. Cross-functional teams—comprising operations, finance, logistics, and customer service—bring diverse perspectives that help identify inefficiencies and drive meaningful improvements. Collaboration ensures that VSM efforts are aligned with overall business goals and fosters a culture of shared responsibility for process enhancement. Key Benefits of Value Stream Mapping Organisations that implement VSM effectively experience a range of benefits, including: Enhanced efficiency by eliminating bottlenecks and waste. Higher quality through reduced errors and rework. Cost savings by identifying inefficiencies. Improved communication through a visual representation of workflows. These benefits contribute to long-term business success by ensuring streamlined operations and increased value delivery. Overcoming Challenges in Implementation While VSM is a powerful tool, implementing it comes with certain challenges such as resistance to change, complexity in large organisations, and difficulty sustaining improvements. To overcome these obstacles, organisations should cultivate a culture of continuous improvement, provide leadership support, and integrate VSM into their long-term strategic plans. Unlocking the Potential of Value Stream Mapping Value Stream Mapping is a game-changer for businesses seeking to enhance operational efficiency, reduce waste, and improve overall performance. By systematically analysing workflows and implementing data-driven improvements, organisations can achieve sustainable growth, deliver greater value to their customers, and build a more agile and competitive business. Whether applied in manufacturing, healthcare, or service industries, VSM provides a clear roadmap to operational excellence. By embracing its principles, businesses can take the guesswork out of process optimisation and drive measurable success. 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 how to manage and update Standard Operating Procedures (SOPs) effectively. Discover strategies for version control, regular reviews, updates, archiving, and continuous improvement to ensure SOPs remain relevant and compliant. Managing and Updating Standard Operating Procedures (SOPs) for Long-Term Success Explore essential practices for keeping SOPs current, from document control and scheduled reviews to archiving old versions and incorporating continuous feedback for operational improvement. Once SOPs are written and implemented, they must be properly managed and updated to remain relevant, accurate, and effective. SOPs are dynamic documents that should evolve as business processes, technologies, regulations, and organisational needs change. Effective management and regular updates ensure that SOPs continue to support operational excellence, compliance, and efficiency over time. We'll outline how to manage, review, and update SOPs to keep them current and aligned with organisational goals. 1. Establish a Formal SOP Management System To manage SOPs effectively, organisations must have a formal system in place for controlling, distributing, and updating these documents. This ensures that the correct versions are always accessible and that updates are properly tracked. Document Control and Storage Centralised Document Management System (DMS) : A Document Management System (DMS) is essential for managing SOPs in a structured and secure manner. The DMS serves as a central repository where all SOPs are stored and can be accessed by authorised personnel. Examples of DMS software include SharePoint , Google Workspace , Confluence , or industry-specific platforms like MasterControl . Version Control : Each SOP should have version control that records the history of changes made to the document. Version control tracks what changes were made, why they were made, and who approved them. A version control table at the beginning or end of the document can provide this transparency: VersionDateChange SummaryApproved By1.001/02/2024Initial releaseJohn Smith1.120/05/2024Updated to reflect new safety protocolsJane Doe Controlled Access : Ensure that only authorised personnel have editing rights to SOPs. However, all relevant employees must have access to view the SOPs they need. Limiting editing permissions prevents unauthorised changes, while open access to view ensures that employees are using the correct version of the SOP at all times. Distribution and Communication Automated Updates : When a new version of an SOP is published or an existing one is updated, ensure that notifications are automatically sent to all relevant employees. Use a push notification system or email alerts to inform employees about the update and direct them to the latest version of the SOP. Acknowledgment of Receipt : For critical SOPs, especially those related to safety or compliance, require employees to confirm that they have read and understood the latest version of the SOP. This can be done digitally through a DMS or other internal communication tools. By establishing a robust SOP management system, organisations ensure that SOPs are consistently available, versioned, and accessible, minimising the risk of employees following outdated or incorrect procedures. 2. Scheduled SOP Reviews Regularly scheduled reviews of all SOPs ensure that they remain relevant and effective. A proactive review schedule prevents SOPs from becoming outdated, non-compliant, or inefficient. Review Frequency Annual or Biannual Reviews : For most organisations, a full review of all SOPs should be conducted annually or biannually. However, the review frequency may vary depending on the complexity of the process, the rate of technological change, or regulatory requirements. For example, SOPs related to rapidly evolving areas such as IT or healthcare might require more frequent reviews. Ad Hoc Reviews : In addition to scheduled reviews, ad hoc reviews should be triggered whenever there are significant changes to the process, technology, or regulations. For instance, if new equipment is introduced in a manufacturing environment or a law changes in a regulated industry, any affected SOPs must be reviewed and updated accordingly. Assigning Review Responsibility Process Owners and SMEs : The Process Owner or Subject Matter Expert (SME) should be responsible for reviewing and updating the SOP. These individuals have the technical knowledge and insight necessary to ensure that the SOP accurately reflects current processes. Compliance and Quality Assurance : SOPs that are tied to regulatory compliance or quality control should also be reviewed by the Compliance Officer or Quality Assurance (QA) team to ensure that they continue to meet legal and quality standards. Scheduled reviews, both periodic and triggered by changes, ensure that SOPs remain relevant and accurate, reducing the risk of non-compliance or operational inefficiencies. 3. Updating SOPs to Reflect Changes SOPs must be updated to reflect any changes in business processes, technology, or regulations. Failing to update SOPs promptly can result in confusion, errors, or non-compliance. Types of Changes Requiring SOP Updates Process Changes : Whenever a business process changes, the related SOPs must be revised to reflect the new steps. For example, if new software is implemented in an IT department, all SOPs related to that software must be updated with the new instructions, configuration settings, and troubleshooting procedures. Regulatory Updates : Changes in regulations, whether local, national, or international, often require SOP updates to ensure continued compliance. For example, updates to OSHA safety standards or changes to GDPR data protection laws would necessitate revisions to affected SOPs. Technological Advancements : New technologies, equipment, or tools frequently change the way processes are executed. When new machinery is introduced, related SOPs must be updated to include new operational instructions, safety precautions, and maintenance requirements. Managing the Update Process Gathering Input from SMEs : When updates are needed, engage Subject Matter Experts (SMEs) and frontline employees to ensure that the new SOP reflects the current operational realities. SMEs provide the technical details necessary to craft the updated instructions, while frontline employees offer practical insights into how the process works on the ground. Drafting the Update : When drafting the updated version of the SOP, clearly indicate which sections have been revised. This can be done with highlighting, bold text, or annotations in the version control table. Approval Workflow : Updated SOPs should go through the same approval process as new SOPs, involving Process Owners , Compliance Officers , and any other relevant stakeholders. Ensure that the approval is documented in the version history. Communicating Changes Update Notifications : Once the updated SOP is approved, notify all relevant personnel about the changes and make the new version immediately accessible through the DMS. Clearly communicate what has changed and whether any additional training is required. Training on Updates : If the changes are substantial, retraining may be necessary. For instance, if new safety protocols or equipment instructions are introduced, employees may need to attend workshops or online training sessions to ensure they understand and can apply the updates. By updating SOPs promptly and accurately, organisations ensure that employees are always following the correct procedures, reducing the risk of errors and non-compliance. 4. Archiving Old Versions While it is essential to keep SOPs current, it’s equally important to maintain records of previous versions for reference, audit trails, and accountability. Version Archiving Digital Archiving : Use a DMS to archive older versions of SOPs securely. Digital archiving ensures that older versions are accessible for historical reference without cluttering the workspace with outdated documents. Label each archived version with its version number, dates of use, and a brief summary of why it was superseded. Audit and Compliance Purposes : Retaining older versions of SOPs is often necessary for audits or regulatory inspections . These archived documents provide a clear record of what procedures were in place at a given time, helping the organisation demonstrate compliance with regulations during that period. Accessibility of Archives Read-Only Access : While only current versions of SOPs should be editable or accessible to general staff, archived versions should be available in read-only format for auditing or historical research. This prevents unauthorised use of outdated procedures while preserving access to important documentation. Archiving previous versions ensures that organisations maintain a clear audit trail and have access to historical documentation if needed for regulatory compliance or process improvement efforts. 5. Continuous Improvement and Employee Feedback Effective SOP management doesn’t end with updating and archiving documents. Organisations should seek to continuously improve SOPs based on employee feedback, operational data, and process optimisation strategies. Collecting Employee Feedback Encourage Open Feedback Channels : Employees who follow SOPs daily are often the best source of information about what works well and what needs improvement. Encourage employees to report any issues, inefficiencies, or suggestions for improvement. This could be done through formal feedback forms, surveys, or suggestion boxes. Regular Check-Ins : Set up periodic meetings between employees and Process Owners to discuss how well the SOPs are functioning. These check-ins provide a structured opportunity to gather insights on areas that may need improvement. Continuous Improvement (CI) Methodologies Lean and Six Sigma : Apply Lean or Six Sigma methodologies to identify inefficiencies or unnecessary steps in the SOP. Use tools like value stream mapping to visually represent the process and highlight areas for improvement. Kaizen : Implement a Kaizen approach to continually seek small, incremental improvements in SOPs. This method encourages employees to take ownership of the SOP improvement process, fostering a culture of continuous improvement across the organisation. By regularly collecting feedback and applying continuous improvement principles, organisations can ensure that their SOPs are not only accurate and compliant but also optimised for efficiency and effectiveness. 6. Metrics for Evaluating SOP Effectiveness To manage SOPs effectively, it’s important to evaluate their performance regularly. Establishing Key Performance Indicators (KPIs) allows organisations to measure how well SOPs are working and whether they are achieving their intended objectives. Key Metrics for SOP Evaluation Compliance Rates : Track how consistently employees are following SOPs. A low compliance rate may indicate that the SOP is difficult to follow, unclear, or not well-enforced. Error and Incident Rates : Measure the frequency of errors, defects, or incidents related to the processes governed by SOPs. A decrease in errors or incidents is a strong indicator that the SOP is effective. Process Efficiency : Use operational metrics such as cycle time , downtime , or throughput to evaluate the efficiency of processes governed by SOPs. If an SOP leads to a reduction in cycle time or increases throughput, it’s likely contributing to operational excellence. Audit Findings : Regular audits can reveal whether SOPs are being followed correctly and whether they meet compliance standards. A reduction in audit findings related to non-compliance is a positive sign that the SOP is effective. By tracking these metrics, organisations can evaluate the effectiveness of their SOPs and make data-driven decisions about updates or improvements. 7. Ensuring Compliance and Monitoring Adherence Once an SOP is implemented, it’s essential to monitor compliance to ensure that employees are consistently following the prescribed steps. Non-compliance can lead to inefficiencies, increased risk of errors, and potential regulatory violations. Monitoring Compliance Regular Audits and Inspections : Schedule regular audits or inspections to ensure that employees are following SOPs. Audits can be conducted by compliance officers , quality assurance teams , or department heads. During the audit, review documentation, observe processes, and speak with employees to verify that the SOP is being followed correctly. Random Spot Checks : In addition to scheduled audits, consider performing random spot checks to catch potential deviations from SOPs before they become ingrained habits. Spot checks can help ensure ongoing vigilance and adherence to the SOP. Use of Technology : For digital processes or tasks involving machinery, use automation tools or process monitoring software to track compliance. For instance, in a manufacturing environment, equipment settings can be logged and monitored to ensure they are consistently set according to the SOP. Incentives and Consequences Positive Reinforcement : Encourage adherence to SOPs by offering incentives or recognition to employees who consistently follow the procedures. For example, departments that consistently meet SOP-related performance metrics could be recognised with rewards or bonuses. Addressing Non-Compliance : When non-compliance is identified, address it promptly. This could involve re-training employees, revising the SOP to make it clearer, or implementing disciplinary actions for serious violations. Clear consequences for failing to follow SOPs help ensure that employees take compliance seriously. Regular monitoring, combined with positive reinforcement and clear consequences for non-compliance, helps ensure that SOPs are followed consistently, reducing the risk of errors and regulatory violations. Conclusion Effective management and regular updates of SOPs are essential for maintaining their relevance, accuracy, and compliance. By establishing a structured management system, scheduling regular reviews, updating SOPs as needed, archiving old versions, and continuously improving procedures, organisations can ensure that their SOPs remain a valuable tool for operational excellence. Managing SOPs with care and precision is key to fostering a culture of consistency, accountability, and efficiency throughout the organisation. 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

Find out how to use internal and external communications to improve your business performance and profit, with expert advice from our business consultants. How To Use Internal and External Communications To Improve Business Performance Staff and customers feature prominently in most company vision and values statements. Improving customers’ experiences is usually an all-consuming obsession for sales and marketing teams. Published on: 25 Feb 2021 Use your business communications to improve business performance Good business communications can positively influence business performance and productivity . Staff and customers feature prominently in most company vision and values statements. Improving customers’ experiences is usually an all-consuming obsession for sales and marketing teams. The employee experience is becoming an equally important priority for HR departments – after all, businesses regularly assert the mantra “staff are our most important asset”. How you communicate with both your staff and customers is an important way of showing you understand and respect them. You should think about communicating simultaneously with both audiences as part of a concerted effort to grow your business. In a way, they are two sides of the same coin. Timothy R Clark, CEO of LeaderFactor, hits the nail on the head: “Highly engaged employees make the customer experience. Disengaged employees break it.” Think of each piece of communication that you publish as a golden opportunity to build better experiences for these two audiences. The channels you use to communicate are relatively easy to set up. Newsletters, magazines, blogs, emails and apps, to name a few. What you put in them is often trickier to get right. The most impactful internal and external communications are down to good storytelling . Clear the roadblocks to effective communications There are likely to be roadblocks on the route to smoothly achieving your internal and external communications goals . Here are some of the hurdles that small businesses , medium-sized businesses and enterprises are likely to face – together with ideas on how to overcome them. Let’s start with staff communications. Senior management should support but not dominate internal communications Challenge Internal communications need buy-in and support from the top. This adds credibility to the content and should provide stronger momentum for your communications. However, it can create two challenges. First, senior management may lack the time – or inclination – to focus on internal communications. Data from Gallup shows that only 13% of employees strongly agree that leaders communicate effectively with the rest of the organisation. Second, there is the risk of managers dominating the platform. You don’t want employees seeing ‘their’ company newsletter as just another management mouthpiece. Fostering honest and open internal communications is one of the key leadership skills of the 21st century . Ideas • Good leaders listen. They can demonstrate this by balancing the content of their internal communications, so it isn’t top-heavy with corporate messaging • Whenever you share important company messages do it in a palatable way that staff will find easy to digest • Report honestly on setbacks, as well as progress, to build trust in what you are saying • Respond quickly to negative situations with real examples of what you are doing to turn things around Improve productivity with two-way internal communications Challenge Research by the Chartered Institute of Personnel and Development (CIPD) found that a quarter of employees said they rarely or never have the opportunity to raise ideas or concerns to improve how their business functions. A quarter reported that they often choose not to speak up, even though they have something they’d like to say. If you get staff on your side then they’re likely to want to work harder for you. Ideas • Use your internal communications to encourage people to share their views – both positive and negative. Then make sure you follow up, and report on, the actions you plan for remedying unsatisfactory situations • If staff are more involved in the process they should feel ownership of internal communications, such as a newsletter, so it becomes a trusted channel for giving information • Feature plenty of comments and quotes from staff in your news – that’s usually who colleagues most want to read about • Think about having a staff representative attend planning meetings for key internal communications projects, where they can represent their colleagues’ views while discussing content suggestions Align employee with company goals Challenge Deloitte noted that only 23% of executives in its survey said their companies were excellent at aligning employees’ goals with corporate purposes. The firm noted that over half (59%) of those surveyed said they were not ready or only somewhat ready to address the employee experience challenge. Company goals should be shared openly and reinforced regularly, not left on a shelf collecting dust, because they are essential to creating a healthy company culture. If you keep them out in the open and review them regularly then you are more likely to be able to align corporate ambitions with employees’ goals. Having staff on your side makes sustained business growth more achievable. As former Fortune 500 CEO and business leader Douglas R Conant points out: “To win in the marketplace, you must first win in the workplace.” Ideas • Use your internal communications to encourage and demonstrate greater workplace collaboration, so everyone feels part of the same team, pursuing common goals • Share important messages around wellbeing, health & safety and the work/life balance • Share recruitment information and job role profiles, so staff can see where their next career steps might be and you can reduce employee churn • Include corporate social responsibility (CSR) information in your communications – these issues are front-of-mind for many people • Feature personal stories from staff about life beyond work that help to reflect the human side of your business Highlight reward and recognition Challenge Reward and recognition schemes are a great way to boost employee wellbeing and loyalty. But a Perkbox survey found only 4% of employees said they currently have the right perks for them. Encouragingly, Perkbox also reported that 42% of staff said they’d be happier in 2021 if they received greater recognition for their work. You often hear companies bemoan the fact that staff don’t take advantage of the range of attractive incentives and benefits available to them. On the flip side, staff sometimes complain their employers fail to give them much in the way of perks but aren’t aware of what’s on offer. This situation highlights the damaging impact of an avoidable internal communications breakdown. Ideas • Celebrate staff successes and achievements with stories that give them the recognition they deserve and which inspire colleagues to aim equally high in their efforts • Keep details about your benefits and rewards programmes up to date, so everyone knows the latest news and how they can participate • Encourage greater innovation in the workplace by showcasing staff suggestions about better ways of working • Motivate staff with positive news, so they feel more loyal and happier to be more productive Now, let’s look at customer communications. Improve the customer experience Challenge Over two-thirds of marketing people who are responsible for managing the customer experience in companies told Gartner that their companies compete mostly or completely based on those experiences. Getting the customer experience right is essential so your productivity isn’t compromised by constantly having to sort out poor experiences. If you get it right, then you should be on a roll – Gladly observed that 68% of people were happy to pay more for products and services if they knew the company offered good customer service experiences. Ideas • Use external communications to make customers feel appreciated and part of a community based around your brand • Use external communications to improve your understanding of what customers want, so you can increase your performance by improving customer experiences • See life from the customer’s point of view, not yours. Share information, such as advice and case studies, that are relevant to their world • Speak the same language as your customers – straight-talking and jargon-free – so they are more likely to respond positively Personalise your relationships Challenge According to Accenture , only 22% of global customers said that the companies with which they do business tailor their experiences based on a deep understanding of their needs, preferences and past interactions. CEOs appear to be taking steps to address this, with 73% of them recognising the need for products, services and experiences that are more meaningful to their customers. Accenture says we are now in the ‘hyper-relevance’ era. A lot of success in improving customer experiences comes down to how well you personalise your communication. The Gladly survey found that 59% of people said that they preferred personalisation over speed in customer service. Ideas • Share positive stories about customer experiences that strengthen trust in your brand • Share important news about your business and products in a timely way that inspires confidence in your brand and generates additional interest in your business • Use external communications to highlight special offers tailored to your audience • Bring more customers back through positive, personalised messaging Listen and learn from customer feedback Challenge The service that customers receive is important in terms of how loyal they are, said 96% of respondents to a Microsoft survey. What’s more, some 77% of customers view brands more favourably if they ask for and accept customer feedback. While 68% of them view brands more favourably if they act proactively in their relationships. Ideas • Use your external communications as a platform to receive and share customer feedback that helps you understand what they think about you, so you can continually improve what you offer them • Show compassion and a deep understanding of customers’ challenges – plus a readiness to help tackle them • Delivering content that engages its audience should encourage customers to continue interacting with you • Demonstrate that your business is the expert in its market by encouraging debate and discussion around topics that highlight your leadership Turn customers into brand ambassadors Challenge A report by Bond shows that 70% of customers are more likely to recommend brands that offer good loyalty programmes. It said loyalty programmes that establish ‘positive emotional connections’ with members can lead to 27% of the membership increasing how much they spend with the brand. The ability to increase revenue from loyal customers is confirmed by Bain , who noted that companies that excel at the customer experience grow revenues 4-8% above their market. Better experiences increase loyalty and turn customers into promoters of your brand, with a lifetime value 6-14 times that of detractors, according to Bain. Customers who are switched-on to your brand can have a positive impact on your profitability. Constellation Research estimated that companies that improve engagement can increase cross-sell revenue by 22%. Ideas • Engage customers more fully with useful information about your products and services, so they get more from them • Use your external communications to educate and inform customers about your whole business – beyond the transactional side that first brought them to you • Improving customer loyalty saves money – it costs businesses far more to find new customers than to retain existing ones Summary Timely, informative, conversational internal communications help keep everyone in the picture and enable two-way conversations, so you can understand the challenges your people face and respond more quickly to resolve their issues. Lively, insightful external communications reinforce your business values, help you learn more about your customers and put a human face on your businesses. Creating effective business communications comes down to the words you use . What to say, how to say it and when to say it. It’s not always easy articulating the things that make your business a brilliant place to work or one that treats its customers like royalty. 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

Company wellness programmes help staff feel happier, more motivated and more productive. Find out what they are and how to implement one in your business. What Is A Company Wellness Programme? If you want to achieve a higher level of productivity among your employees, creating a company wellness programme produces impressive results. Published on: 7 Jul 2022 This post covers: What is a company wellness programme? The productivity benefits of company wellness Creating a culture of productivity If you want to achieve a higher level of productivity among your employees, creating a company wellness programme produces impressive results. “Keep the crew happy, you can’t go wrong”, as fictional CEO Mr Tinsworthy says in the 1982 movie 9 to 5. In the film, the creation of a day-care centre, job sharing and an alcoholic rehabilitation programme improve staff happiness. As a result, there’s a 20% rise in productivity across six weeks. Can such an impressive leap in productivity be achieved through a company wellness programme in the real world? A study into a corporate wellness programme in the United States by the University of California Riverside proves that they work. Over three years, its results were dramatic – a 5 per cent increase in average worker productivity or one extra day of productive work each month. That figure doubled to an 11 per cent uptick for sick employees whose health improved and 10 per cent for healthy workers during the programme. What is a company wellness programme? A company wellness programme is sometimes called employee wellness, company wellness, corporate wellbeing, workplace wellbeing or health and wellbeing. A company wellness programme is a policy that companies introduce to keep employees safe, healthy and happy to help boost productivity. In larger firms, they include the following types of initiative: Yearly health assessments A health and wellness helpline Free flu jabs Free gym membership Healthy eating plans Fitness challenges Many more A company wellness programme doesn’t have to be expensive to make an impact. A simple programme for smaller companies or an imaginative one can also create meaningful productivity gains. Here are some easy wins: Discounted gym memberships Discounted monthly massages A healthy food box scheme What are the benefits of a company wellness programme? Most sensible employers want to look after the health and wellbeing of their employees and can see the link between improving wellness and reducing absenteeism. But what many small to medium-sized enterprises (SMEs) don’t realise is the productivity gains to be made from a company wellness programme. When staff are happy, their energy increases, employee engagement increases , they take fewer ‘sickies’ and productivity increases. And when the company is loyal to them, they’re faithful back, so they stay for longer. Some SMEs see providing employees with free access to the local gym as a cost. They don’t connect the wellbeing of staff with profitability, except in that they are delivering on their job description and other metrics that measure them. As long as employee appraisals are fair, they see everything else as OK. Forward-thinking business owners, managers and directors take a more detailed view of their business and how to run it effectively. They want their staff to be more involved with the company and its success while showing an interest in their team at the same time. How employee wellbeing drives productivity today People are starting to value their lifestyle as much as their salary. The younger generation, in particular, doesn’t want their life to be all about their job. That’s the inverse of where our grandparents were 50 to 100 years ago in the mechanistic era when command and control was the way to run a business. Back then, you could sell everything you made, there wasn’t a lot of competition, and everyone was glad to have a job. In today’s more enlightened and interconnected world, there’s much more competition for the products and services we produce and the talent that we employ. Employees’ opinions have become as valid, if not more so, as the customer’s. Not providing or being seen to offer a work-life experience for young people that’s balanced and helps them to get the most out of life and work, will bring you up short. You’ll find it challenging to recruit and retain staff. Creating a culture where productivity increases You have to do your bit to show employees that it’s worth working for you by creating a culture that cares. When they accept that a company is not just about what they produce, but is interested in their wellbeing as well, those people are going to be more loyal and motivated in return. In The Millennial Study by Qualtrics and Accel, 20% said finding a more fulfilling job would be the main reason for leaving their current one. In the Deloitte Global Millennial Survey 2020, millennials and Gen Zs (ages 25-30) wanted businesses to put people before profits. “Job loyalty rises as businesses address employee needs, from diversity and inclusion to sustainability, reskilling, and more,” said Deloitte. We believe that creating value for employees is as vital as creating value for customers. We don’t hesitate to address customers’ problems by selling a service or product that helps them. So, it makes sense to try something similar with employees. Like your customers, they also have problems, whether it’s paying the bills or finding a work-life balance that has meaning. Employees need to see there’s something more to a job than our forefathers did, and a company wellness programme is just one of the ways you can achieve 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

Learn how to create clear, comprehensive, and structured SOPs that ensure consistent execution, compliance, and efficiency across processes. Explore essential components like purpose, scope, step-by-step instructions, and version control. The Critical Components of a Well-Structured SOP Master the Art of Crafting SOPs that Not Only Drive Efficiency and Ensure Compliance but Also Empower Teams to Perform Consistently and Confidently Across All Processes. For an SOP to be effective, it must be clear, comprehensive, and structured in a way that facilitates ease of use. Each component of an SOP serves a specific purpose in ensuring the procedure is well-understood, correctly followed, and properly managed. We’ll delve into the critical components that every well-constructed SOP should include, with insights on how to craft each part. 1. Title and Document Information The first part of an SOP is its title and metadata, which ensures that the document can be easily identified, tracked, and updated. Title Clarity : The title should accurately describe the task or process the SOP covers. For example, "Equipment Maintenance Procedure for XYZ Machine" or "Data Backup Protocol for Financial Records." Specificity : Avoid vague titles like "General Guidelines" or "Operations Procedure," as these don’t convey the specific nature of the SOP. Include any relevant versioning or department names for better classification. Document Control Information Version Control : Every SOP should have a version number and date of the latest revision. This is crucial for tracking updates and ensuring that all personnel are following the most current procedures. Author/Owner : Specify who created the SOP, typically the Process Owner or Subject Matter Expert (SME) . Also, include who approved it, such as a Compliance Officer or Department Head . Document ID/Reference Number : Assign a unique ID or reference number to the SOP. This helps with document management, particularly when integrating the SOP into a Document Management System (DMS) . These elements help track revisions, assign accountability, and make it easier to locate the SOP within a larger document management system. 2. Purpose and Scope This section explains the “why” and “what” of the SOP—why it exists and what it covers. It’s critical that this section is clear to avoid misunderstandings or misapplication of the procedure. Purpose Why This SOP Exists : Define the objective of the SOP. What is the reason for this document? For example, is it to ensure equipment is maintained correctly to avoid costly downtime, or to meet a regulatory compliance requirement? Outcome-Focused : Clearly articulate what the SOP is designed to achieve. For example, “This SOP ensures consistent execution of financial data backups to minimise data loss and ensure recovery in case of a system failure.” Scope Defining Boundaries : The scope should outline which processes, departments, or systems are covered by the SOP. It prevents the SOP from being applied in situations where it’s not relevant. Limitations : Specify any limitations or exclusions within the SOP. For example, if the SOP only applies to certain equipment or software versions, make that clear. “This SOP applies only to XYZ machines installed after January 2024 and excludes earlier versions.” A well-written scope section helps users understand whether the SOP is applicable to their task or not, reducing confusion and preventing misuse. 3. Definitions and Acronyms SOPs often contain technical language, industry-specific jargon, or abbreviations that may not be universally understood by all employees. A definitions and acronyms section ensures clarity and avoids misinterpretation. Technical Terms Define Key Terms : Any specialised or technical terms used in the SOP should be clearly defined here. For instance, in an IT SOP, terms like “server redundancy” or “failover” might need clarification for less technical staff. Avoid Assumptions : Never assume that the reader will be familiar with all the terminology, especially if the SOP will be used by cross-functional teams. This is particularly important in regulated industries where precise terms (e.g., GxP , ISO 9001 ) have specific meanings. Acronyms Spell Out Abbreviations : Always spell out acronyms on their first use, followed by the acronym in parentheses. For example, “Good Manufacturing Practices (GMP).” Then, use the acronym throughout the rest of the document. Providing a comprehensive list of terms and acronyms improves readability and ensures that all users, regardless of experience, can understand the document. 4. Responsibilities Clearly defined roles and responsibilities are crucial to ensure accountability and proper execution of the SOP. This section assigns specific tasks to the individuals or departments responsible for different steps within the procedure. Process Owner Ownership and Oversight : The Process Owner is typically responsible for the overall procedure and ensuring that it is properly followed. This could be a department head, a quality manager, or a team leader, depending on the nature of the SOP. They are also responsible for updating the SOP when necessary. Task-Specific Roles Role Assignments : Each step within the SOP may require different personnel or departments. This section should specify exactly who is responsible for each task. For example, “The IT Manager will perform the data backup, and the Compliance Officer will review the backup logs.” Reporting Lines Chain of Command : This part of the SOP should outline the reporting structure if there is an issue or deviation from the process. For instance, "In case of equipment failure during maintenance, the technician must report immediately to the Maintenance Supervisor." By assigning clear responsibilities, the SOP ensures that tasks are completed by the right people and that there is no ambiguity about who should take action at each stage of the process. 5. Step-by-Step Instructions This is the most critical section of the SOP. It provides detailed, actionable instructions for completing the task or process, ensuring that it is performed correctly every time. Actionable Steps Sequential Instructions : Use numbered steps to guide the reader through the process. Each step should be a clear, concise directive that eliminates ambiguity. For example: “1. Shut down the machine by pressing the red power button. 2. Disconnect the power supply from the main outlet.” Clarity : Ensure each step is written using active voice and imperative verbs (e.g., "perform," "check," "install") to clearly communicate the action required. Granularity : The level of detail should be appropriate to the audience. For more technical tasks, break down each action into micro-steps to avoid confusion. Tools, Equipment, and Materials Required Resources : Clearly specify the tools, equipment, or materials needed to complete the procedure. For example, “The following tools are required: screwdriver, voltmeter, replacement fuse (model XZ-123).” Specifications : Where relevant, provide precise specifications for materials or equipment. This is especially important in manufacturing or pharmaceutical SOPs where exact models, grades, or settings are critical. Visual Aids Flowcharts and Diagrams : Include visual aids such as flowcharts, diagrams, or screenshots to make complex processes easier to understand. Visuals can simplify multi-step processes and clarify tasks that are hard to describe in words alone. The step-by-step instructions must be unambiguous and error-proof, ensuring that even someone unfamiliar with the task can follow them with ease and achieve the desired outcome. 6. References and Related Documents Often, an SOP will need to reference other documents, either for additional information or because the process depends on the correct execution of another procedure. Including a reference section ensures that users have access to all the necessary information to complete their tasks correctly. Linked Documents Cross-Referencing : Link to any related SOPs, manuals, safety guidelines, or forms that the reader may need to consult. For example, “Refer to SOP-002 for detailed instructions on handling hazardous materials.” External References : If there are external guidelines, such as industry standards or regulatory requirements, cite those documents as well (e.g., "For more information, consult ISO 27001 security controls guidelines"). Including references and related documents ensures that employees have access to all relevant information and can confidently perform the task according to the broader operational framework. 7. Safety and Compliance Considerations If the procedure involves any potential risks to safety, health, or compliance, this section should outline the necessary precautions, personal protective equipment (PPE), or compliance checks that need to be followed. Safety Precautions Health and Safety Guidelines : If the task involves any hazards (e.g., working with heavy machinery, hazardous materials, or electrical equipment), clearly define the safety procedures . For example, "Always wear insulated gloves and safety goggles when handling electrical components." Emergency Procedures : Include steps for dealing with accidents or emergencies, such as “In case of an electrical fire, use the designated CO2 fire extinguisher and contact the Safety Officer immediately.” Regulatory Compliance Legal and Regulatory Requirements : Identify any specific regulations or standards that must be followed. For example, in a food manufacturing process, you might need to cite HACCP guidelines or FDA regulations. Specify which laws, guidelines, or standards apply, and ensure that compliance is built into the process. Reporting and Documentation : If compliance reporting is necessary, this section should outline the procedures for logging data, inspections, or reviews. “Ensure all quality control checks are recorded in the QC log and submitted to the Quality Assurance Department by the end of each shift.” This section ensures that all legal, safety, and compliance standards are met, reducing the risk of accidents or regulatory violations. 8. Version Control Version control is critical to ensuring that the most current version of the SOP is in use. Failing to keep SOPs up-to-date can lead to inconsistencies, errors, or non-compliance. Revisions and Updates Version History : Include a table that tracks the version number, date of revision, the reason for the update, and the person who approved it. For example: Version Date Reason for Update Approved By 1.0 01/01/2024 Initial SOP release John Smith 1.1 15/03/2024 Update due to new equipment Jane Doe Review Cycle : Specify when the SOP should be reviewed, whether that’s annually, bi-annually, or after significant changes in technology, process, or regulations. Effective version control ensures that the SOP remains relevant and that employees are not following outdated procedures that could lead to inefficiencies, errors, or compliance failures. 9. Appendices (Optional) If the SOP is particularly long or complex, you can include appendices for additional information. This may include detailed flowcharts , tables , or forms that don’t fit neatly into the main body of the document but are important for understanding the process. Conclusion The structure and content of an SOP are critical to its effectiveness. By including these key components—title, purpose, scope, definitions, responsibilities, step-by-step instructions, references, safety considerations, and version control—you ensure that your SOP is comprehensive, clear, and actionable. SOPs are more than just documents; they are tools for ensuring operational excellence, regulatory compliance, and safety, enabling organisations to function efficiently and consistently across all processes.dards (e.g., OSHA guidelines or environmental regulations) and safety protocols. 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

Productive quality refers to the idea of using quality standards to boost your business productivity. Learn about how can do the same for your business. Productive Quality: How Improving Quality Standards Boosts Business Productivity Improving your quality standards comes with a whole heap of benefits, but often overlooked is the boost to your business productivity. Learn more in our helpful guide. Published on: 14 Oct 2021 In a productive learning organisation quality is built-in. Creating a high-quality product or service is inherent in the productive organisation because it is the organisation itself that is the focus of the quality standards, not just its products and services. Nature doesn’t have quality standards. Nature is continuously evolving, adapting and learning how to survive and thrive. For many businesses, they miss out on this vital element in their business operations . They stick to the status quo on products or services, as opposed to continually improving through a focus on quality standards. Productive quality then refers to the idea of using quality standards to actively boost business productivity. How Can Improving Quality Standards Boost Business Productivity? The commonly used definition of quality is perhaps much of the problem in the way we run our businesses today. We see “quality” as “fitness for purpose”. It suggests a minimum level of quality is sufficient and that it can be measured and that somebody needs to measure it. Tesla are a great example of how we should be looking at quality standards. While creating their self-driving car, Musk said they were very close and were “working on the long tail of problems”. This is not an absolute “fitness for purpose” quality standard that everybody is focused on. They are continuously evolving and improving. It’s what sets their products ahead of the rest. Once they met their first requirements, they continued to exceed them. The product is ever-evolving to the Tesla Semi, Tesla Truck and so on. This makes the company an excellent example of a productive organisation where quality is a journey, not a goal or a minimum standard. Automotive isn’t the only industry that can reap the rewards of productive quality standards by any means. In a manufacturing setting, components need to conform to specification otherwise they won’t fit together and work as intended. In a service organisation, a problem needs a solution, if it doesn’t address the problem, it fails. Operational excellence doesn’t come from focusing on quality standards seen in the traditional sense. It comes from continuously looking for ways to improve the ways things get done. ISO 9001 ISO 9001 is a quality management system with over a million organisations being certified across the world. There are seven principles within ISO 9001 , each of which is integral to the philosophy of the productive organisation. Relating these seven principles to the productive organisation, they are: A customer focus Recognising the importance of meeting the ever-evolving needs of the customer. Strong leadership Providing a clear vision and environment within which continuous improvement can take place. Engagement of people Seeking alignment between the business and its staff. Process improvement Recognising that well defined and implemented processes creates consistency and the best use of time. Continuous improvement Realising that business growth is a journey, not a destination Evidence-based decision making Big data, clear information and regular feedback are the keys to effective decision making Relationship management Suppliers, partners, customers, staff, all relationship are key to sustained and profitable growth. Using quality standards in this manner creates a more efficient, productive business that better understands customer needs with more engaged employees. Risks are reduced and customer satisfaction increases. Communications are improved and costs are reduced. Everybody in the business has a much better understanding of how the business works and how to improve it. Ultimately, it allows for a more productive business that stays ahead of the competition with increased innovation creating new opportunities. Other Benefits of Improved Quality There are many other benefits to improved quality standards, all intrinsically linked to business productivity. These include: Improved brand authority Increased brand awareness Increased word of mouth marketing Higher demand Lower costs from less waste or returns Fewer customer complaints Potentially higher selling prices 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

Read our three simple solutions to improve front desk performance for your hotel, immediately, to help improve your bookings and your customer service. 3 Ways To Improve Front Desk Performance Too many hotels feel needed. Their position; city central, seaside, theme park proximity or even their brand can breed complacency. There can be a dependency on a website or a location to do the task of securing the sales. Published on: 16 Oct 2014 Too many hotels feel needed. Their position; city central, seaside, theme park proximity or even their brand can breed complacency. There can be a dependency on a website or a location to do the task of securing the sales. The result. A front desk conversation 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” Reservation lost and goes to Proactive Park Hotel down the road. With just a bit of smart training and know-how this call could have been turned from a lost opportunity to a reservation. It could even have generated repeat business and referrals if it had just been managed more effectively. So what is stopping receptionists at hotels up and down the country from saying those few extra lines that could make such a difference to their business’ bottom line? The single biggest reason is the lack of training. But how can management know what training is needed. Short of standing behind the front desk for hours on end at the expense of their other obligations it is not feasible to know exactly how each member of staff Is performing and where to focus training to increase the number of reservations through effective call handling. Or is it? 3 ways to improve front desk performance There are three key ways that management staff can encourage proactive behaviours in their front desk team. Call handling training Usually carried out in a room after a shift with one member of management and several members of staff. The content will usually be generic in order to cater for each member of staff’s training requirements. It can also be costly as staff are being paid for training time. Call handling training is a one way process that doesn’t enable the management to identify the strengths or weaknesses of their call handlers but it does enable them to communicate their expectations to their call handling team. Call scoring This is where the calls will usually be recorded and each call will be scored against specific objectives that are set for incoming calls. Then results are often wheeled out to call handlers at appraisals or staff meetings. This approach runs the risk of improvements being short lived unless they are regularly monitored for on-going improvement. This is more of a two way process but still tends to work top down throughout an organisation, controlled by the management. Call scoring data would enable you to see that Call Handler Smith always greets an individual well but never manages a transfer or doesn’t ask for the close. Revenue intelligence This is where calls are recorded and then codified (analysed and categorised by call nature, call issues dealt with, grouped according to outcome and maybe scored as well). Call codification is particularly useful where call handlers or managers can log in to their own secure online area to see how their calls, or their team’s calls are performing. The categorisation of this data makes the difference between having the data and unlocking the value to the data. This enables management and the call handler to see information such as ‘Call Handler Wright never uses the correct greeting, 30% of their calls are lost, but transfers are handled effectively and on average 70% of calls are converted because Call Handler Wright always offers an alternative room where one isn’t available’. This ongoing approach to training is more cost effective because training and feedback is on-going and targeted and fits around an employees existing job (in addition to more structured formal group training). The ability to identify and utilise successful calls quickly and easily also mean that it is easier to roll out model calls for training in best practice and the recordings of high performing calls can be made accessible to other staff members or trainers to show other call handlers the difference that those few extra words, might make in securing those extra reservations. 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

LET’S GROW TOGETHER We’re always ready to assist and answer any questions you may have. We’d love to learn more about you and your business – the more we know, the better we can tailor our response to meet your needs. Share a little about who you are, what your business does, and the details of your query. Whether it’s a simple question or something more complex, we’re here to help and will get back to you as soon as possible. Let’s start the conversation – we look forward to hearing from you! Our Address Rostone Operations 33 King's Road Reading RG1 3AR United Kingdom Tel: 0118 914 5917 Please complete the details below First name* Last name* Company name* Email* Tell us what you need help with...* Send

An employee happiness survey recognises staff happiness is what matters most both to the employee and business. 7 Tips for an Effective Employee Happiness Survey An employee happiness survey recognises staff happiness is what matters most both to the employee and business. Published on: 23 May 2024 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. The impact of poor employee engagement Poor employee engagement exacts a heavy toll on organisations. It manifests in decreased productivity, heightened turnover rates, and escalated recruitment costs. Disengaged employees are less likely to innovate or collaborate, hindering progress and stifling creativity. Moreover, their dissatisfaction often translates to diminished customer satisfaction, impacting revenue streams. Addressing employee engagement isn't merely a matter of morale; it's a strategic necessity for fostering a culture of growth and ensuring sustainable business success. 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

Professional phone are vital in helping deliver great customer experiences and interactions and ultimately growing your business. Learn more today. 7 Phone Etiquette Rules for the Workplace Professional phone etiquette is important in helping deliver great customer experiences and interactions and ultimately growing your business. Published on: 22 Apr 2021 The 7 Essential Professional Phone Etiquette Rules for Outstanding Customer Service Mastering phone etiquette is crucial for creating positive customer experiences and reinforcing your brand’s reputation. Whether you're handling customer inquiries or making sales calls, the way you interact over the phone can directly impact your success. Here are the 7 essential phone etiquette rules every professional should follow to ensure customer satisfaction and drive business growth: Answer the call promptly – Pick up within three rings to show customers their time is valued. Introduce yourself clearly – Use your name and the company’s name to create a professional first impression. Be clear and audible – Speak clearly, enunciate, and summarise key points to avoid miscommunication. Listen actively – Take notes, ask clarifying questions, and confirm details to show you care. Stay positive and engaging – Maintain a warm tone and focus on finding solutions, even during complaints. Be polite and respectful – Courtesy can de-escalate tense situations and build trust. Be helpful and sincere – Always ask for permission before transferring or placing a customer on hold. We’ll now look at each rule in more depth. 1. Answer the Call Promptly Customers often choose to call because they expect immediate answers. Letting the phone ring excessively can give the impression that their time isn’t valued. Best practice: answer within three rings . Example: A tech support hotline that picks up quickly leaves callers feeling reassured from the start, improving overall satisfaction. 2. Introduce Yourself with Clarity First impressions matter. Begin the call by introducing yourself and your company. Use the caller’s name throughout the conversation to personalise the experience and build rapport. Example: "Good afternoon, this is Sarah from GreenTech Solutions. May I know who I have the pleasure of speaking with today?" This approach immediately makes the interaction feel more personal and professional. 3. Speak Clearly and Audibly Communication is key. Ensure you’re speaking at an appropriate volume and articulating your words to avoid misunderstandings. Summarise key points to confirm mutual understanding, especially during outbound calls. Tip: Avoid mumbling and raise your voice slightly if the caller struggles to hear you. Practice speaking slowly and confidently. 4. Listen Actively and Show You Care Engaged listening shows respect and empathy. Avoid multitasking during calls. Take notes, ask clarifying questions, and repeat information to confirm understanding. Example: "Just to confirm, you mentioned the order number is 5678 and you’d like to update the delivery address, correct?" This demonstrates attentiveness and minimises errors. 5. Maintain Positivity and Enthusiasm A positive tone can diffuse tense situations and create better outcomes. Even when dealing with complaints, staying upbeat and solution-oriented can transform the customer’s perception. Tip: Smile while speaking—it naturally reflects in your tone. 6. Be Polite and Respectful at All Times Politeness never goes unnoticed. Even if the caller is frustrated, respond calmly and respectfully. Empathy can de-escalate tense conversations. Example: "I understand this has been frustrating for you. Let me see how I can help resolve this quickly." 7. Be Helpful and Transparent Always offer solutions or guide the customer to the right department. If you need to transfer them or place them on hold, ask for their permission first. Example: "Would you mind holding for a moment while I check this for you? It should only take about two minutes." Giving realistic wait times and following up ensures the caller feels valued. Why Phone Etiquette Matters for Business Success Good phone etiquette enhances customer satisfaction, fosters loyalty, and can lead to repeat business. By following these rules, your business can create positive experiences that translate into stronger customer relationships and increased revenue. Start implementing these practices today and watch the difference in your customer interactions! 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

The Fourth Industrial Revolution is an exciting time for business and an opportunity for huge economic growth. What Is The Fourth Industrial Revolution? The Fourth Industrial Revolution is an exciting time for business and an opportunity for huge economic growth. The world is advancing rapidly as new technology fundamentally changes the way we live, work and interact with those around us. The Fourth Industrial Revolution (also known as 4IR or Industry 4.0) was a term coined by Klaus Schwab , Founder and Executive Chairman of the World Economic Forum, in 2015 to signal this new digital revolution. This new age is characterised by technological breakthroughs in many areas which blurs the distinct lines between the physical, digital and biological worlds. The Fourth Industrial Revolution goes far beyond the basic computer technology that was invented in the 20th century. Advances in areas such as automation, robotics and big data are occurring at an unprecedented rate. It is time to recognise that these technologies are reshaping every sector as old industries transform and new ones are created. The world has witnessed three previous major industrial revolutions which have harnessed emerging technology to change the way we live and work. The First Industrial Revolution used steam and water to mechanise industry. The second witnessed the invention of electricity and mass production. And, the third was the age of computers and information. What is the impact of the Fourth Industrial Revolution? The aim of any technological advancement is to improve society and make our everyday needs easier to meet. As Klaus Schwab says, ‘the Fourth Industrial Revolution has the potential to raise global income levels and improve the quality of life for populations around the world.” Increased Business Productivity Productivity in the UK has been experiencing a period of poor growth for several decades now, yet it is vital to business survival and overall economic success. Bored employees lack enthusiasm for their role and are more likely to suffer from low levels of productivity. We have already adopted the use of computers and machines to replace some of dull and monotonous aspects of our working life. The use of advanced AI and automation technologies in the future should allow even more independence from mundane tasks as these technologies streamline and perform these processes on our behalf. This, in theory, gives humans more time for creativity, innovation and problem solving in the workplace, allowing for future business growth and happier, motivated staff. Improved Customer Service In the 21st century we are used to having immediate answers to our problems. We simply open an app and, more often than not, it solves our issue then and there. When it comes to goods and services we expect a similar response, the emergence of chatbots allows customers to resolve queries quickly and efficiently 24 hours a day. Other forms of technology can analyse your customer service and provide suggestions for improvement. With access to data and algorithms companies can tailor adverts to their customer’s specific needs and wants, ensuring they are in front of the right people at the right time. This not only allows for more sales but increased customer satisfaction as their problem is solved easily. Flexible Working Opportunities Long gone are the days of needing to be sat in the office 9-5. Remote communication and collaboration tools, particularly accelerated by Covid-19, have opened doors to new ways of working. Staff are able to have a better work/life balance as they avoid long commutes on overcrowded trains and the rigidity of set hours. This encourages greater productivity as staff feel less stressed and can adapt their working day to suit their needs. In fact, A report from Peldon Rose, “The Office of the Future”, found that 35% of business leaders felt that workplace productivity had improved during the pandemic. Better Recruitment AI tools can effectively pre-screen candidates for interview as it matches their skills and qualities to those required, saving HR hours of sifting through CVs. It can also be used in interviews to avoid human bias.Advanced online connectivity also enables businesses to secure the best employee for the job, regardless of whether they are located half way across the country or the world. How do you respond to the fourth industrial revolution? The Fourth Industrial Revolution is an exciting time for business and an opportunity for huge economic growth. However, a survey conducted by Deloitte in 2018 found that only 14% of business executives are highly confident that their organisations are ready to fully harness the changes associated with Industry 4.0. Invest in new technology To stay ahead of your competitors, you will need to keep up with technological advancements and invest in the best tools to optimise your industry. Improve workforce skills Do your current employees possess the skills needed to incorporate the emerging technologies into their role? It is essential to consider whether you need to provide specific training to your team or hire additional staff with these skills. How will the fourth industrial revolution affect the job market? It is concerning to think our jobs may be taken away by a robot or competition increased by global recruitment opportunities. Many jobs of the past have been completely eradicated or fundamentally changed and children are learning new skills for the future such as coding and app development. The World Economic Forum, The Future of Jobs report 2020 estimates that by 2025, 85 million jobs may be displaced by a shift in the division of labour between humans and machines. However, 97 million new roles may emerge that make use of the new abilities afforded us by robots and algorithms. What are some of the challenges of the Fourth Industrial Revolution? The Fourth Industrial Revolution is an exciting time, bringing about unprecedented change. But, whilst revolutions offer great benefits, they do not come without their significant drawbacks. If we shape our future growth wholly around AI and robotics we risk dehumanising people and questioning our place on the planet. Humans possess vital empathetic and innovation skills that AI lacks. We risk a generation of workers who now lack purpose and ambition, someone who has 30 years of experience on a production line may suddenly feel unskilled and underqualified for the job market. This new technology is astounding but unfortunately, that means it comes with a high price tag. Therefore, it can risk further widening the gap of inequality between both people and nations who can and cannot afford to invest in the technology. AI, robotics and genetic engineering all have great possibilities but they can also be used for destructive purposes. There are implications for data security – the amount of data that is now being shared online is at risk of being hacked and our privacy violated. The role of digitisation in The Fourth Industrial Revolution Industries are always advancing and adopting new technologies to work more efficiently. The use of these new technologies can help boost innovation, speed, production and react faster to market demands to name just a few. Nine big advances in technology that are driving Industry 4.0 are: The Industrial Internet of Things Autonomous Robots Simulation Augmented Reality Big Data Analytics Cybersecurity Horizontal and Vertical System Integration The Cloud Additive Manufacturing The Industrial Internet of Things The Industrial Internet of Things refers to using the internet to connect all parts of a business. This allows machine to machine communication. We’re seeing it implemented most in factories, where machines communicate with each other through wi-fi to do things like monitor, collect, exchange and analyse data. These insights are then used to drive better business decisions. Autonomous Robots Autonomous robots have been around a while. In fact, the first one was made all the way back in 1948. But as the technology driving them has advanced, autonomous robots offer new opportunities and capabilities for businesses. Most obviously, they can work faster. But they can also work smarter. They can interact with each other (through the Industrial Internet of Things) and adjust their actions from this data. So for example, old autonomous robots have mainly been used in mass production, which is very helpful. However, if a product was produced incorrectly, autonomous robots would just continue production until a human noticed the error and the company is stuck with the mass produced incorrect product. Whereas new technology autonomous robots are able to recognise errors or mistakes and communicate it to other machines. Simulation Engineers have used simulations for a long time now. But this technology is only just expanding to industry. There are many possible uses for simulations. From having a digital copy of a real product they can test to using simulations of entire factories to test new ways of working, the possibilities are vast. Augmented Reality Augmented reality, or AR, is a new technology comparatively to most. It’s most commonly known throughout the gaming industry with popular games like Pokemon Go using this technology to create new, interactive experiences for users. But it also has great use in businesses. For example, selecting parts in a warehouse using robotics. The possibilities are plentiful for each unique industry. Big Data Analytics Big data analytics is probably the most well-known technology of Industry 4.0. This technology refers to a machine that can gather information and data to create correlations, trends and more. A great example of this is Google Ads. They’ve been increasingly moving towards what they call “smart shopping” ads, where everything from bids to keywords are automated. While cynical marketers see this as a move for Google to gain more ad revenue, the reality is their machine learning can process far more data than a human. So what might take a person weeks to analyse and action, takes the machine mere moments. Big data analytics can give businesses useful insights into internal and external operations, to help them make smarter business decisions. Cybersecurity Cybersecurity isn’t a new technology by any means. All businesses should be aware of it by now. But as these technologies expand and as we increasingly move towards a digital landscape, cybersecurity must keep up. Horizontal and Vertical System Integration This technology is mainly used in smart factories, but that isn’t to say it couldn’t have possible uses in other industries as time goes on. We’ll break it down to explain it’s current use. Horizontal integration refers to the networking of machines and systems within a manufacturing line. While vertical integration refers to the process of connecting all levels of production. So this connects the information gathered at each level through horizontal integration to every level of business and even suppliers or customers. A good example of this is the food industry. There are many quality standards that need to be met and these need to be checked at every level. Horizontal integration can be used to ensure all machines on the manufacturing line have met a given standard and vertical integration can be used to share that information with all relevant parties. It saves the employees involved a lot of time checking, and double-checking, as the information is shared with all relevant parties immediately. The Cloud You’ve probably already heard of the cloud. Simply put, it’s things you can access remotely over the internet. A great example of this is Google Drive. This is a cloud-based storage system. Many companies and employees use it as they can increasingly access shared information, anywhere. Cloud sharing has big implications for industries. Instead of endless email chains sharing information, new processes can be created so that information is readily available for all relevant parties. Additive Manufacturing Additive manufacturing is an exciting technology that we’ve barely scratched the surface of. It refers to the ability to produce low cost items in-house. The most famous example of this currently is 3D printing. 3D printers have exploded in popularity, but for a long time they were too expensive to be a reasonable investment for many companies. As the price has come down, more businesses have invested in them to create their own products in-house. This has big implications for businesses. It could help with sourcing specific parts, custom orders and reducing product shortages to name just a few. How Will Industry 4.0 Affect Your Business? As you can see, the term Industry 4.0 is an all-encompassing term that includes many different technologies and the potential for those technologies is vast. But in general, Industry 4.0 includes interoperability, information transparency, technical assistance and decentralised decision-making. Every business should be reviewing how these technologies could help them gain a competitive edge and become more efficient. But it’s impossible to give an example of how the technology might potentially help each sector and individual company. So do the research. Now you know what everyone must know about Industry 4.0, make sure you look into how it will affect your business. Businesses that refuse to invest in new technologies because of the initial cost will fall behind in terms of business productivity and profitability in the long-run. While those who take the plunge now will gain the edge over their competitors that will allow them to out-innovate them for years to come. 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

Discover when to use Standard Operating Procedures (SOPs) to enhance consistency, safety, and compliance in business processes. Learn how SOPs improve efficiency for high-risk tasks, regulatory requirements, repetitive work, and cross-departmental collaborations. When to Use Standard Operating Procedures (SOPs) for Maximum Business Efficiency and Compliance Understanding When SOPs Are Necessary for Standardisation and When Flexibility Is More Effective Standard Operating Procedures (SOPs) are valuable in many situations, but not all tasks or operations require formal documentation. To make the best use of SOPs, organisations must understand when they are most effective and when other forms of documentation or communication may be more suitable. This section explores the conditions under which SOPs are necessary and how to identify key processes that benefit from standardisation. Identifying the Need for SOPs The need for SOPs typically arises when a process requires consistent execution, impacts quality or safety, or involves compliance with external regulations. Here are common scenarios where SOPs are essential: 1. High-Risk or Critical Operations SOPs are critical for high-risk tasks where errors or deviations can lead to significant financial losses, reputational damage, or even health and safety incidents. These tasks often involve compliance with regulatory bodies such as OSHA (Occupational Safety and Health Administration), the FDA (Food and Drug Administration), or other government agencies that impose strict operational standards. For example, in the pharmaceutical industry, SOPs govern processes such as drug manufacturing , quality control testing , and sterilisation procedures to ensure compliance with GMP (Good Manufacturing Practices) . Deviations from the SOP can lead to product recalls, fines, or even shutdowns. 2. Regulatory and Compliance Requirements Many industries are subject to strict regulations that require documented processes to ensure legal and regulatory compliance. SOPs are critical in industries such as: Pharmaceuticals : SOPs ensure adherence to GMP and FDA guidelines. Healthcare : SOPs help maintain compliance with HIPAA (Health Insurance Portability and Accountability Act) and medical protocols. Finance : SOPs ensure compliance with SOX (Sarbanes-Oxley Act) or KYC (Know Your Customer) requirements. Food and Beverage : SOPs are essential for maintaining HACCP (Hazard Analysis and Critical Control Points) protocols in food safety. In these industries, SOPs are often reviewed during audits or inspections to demonstrate that a company is operating in accordance with legal standards. Failure to follow SOPs can result in hefty fines or the suspension of licenses. 3. Repetitive Tasks SOPs are particularly beneficial for repetitive tasks that require a high degree of uniformity and precision, such as manufacturing processes, customer service protocols, or data entry tasks. When an operation is performed repeatedly by different team members, there is a risk of inconsistent outcomes if procedures are not documented. For example, in a manufacturing environment, SOPs standardise processes like machine setup, quality checks, and equipment maintenance. In a customer service context, SOPs can help ensure that customer interactions follow the same quality standards, resulting in improved customer satisfaction and fewer complaints. 4. Complex or Multi-Step Processes SOPs are essential for complex processes that involve multiple steps, different tools or systems, and coordination between different departments or teams. In these cases, SOPs provide clear, step-by-step instructions that reduce the chances of mistakes or misunderstandings. For instance, in IT operations , SOPs can guide tasks like server configuration , data backups , or disaster recovery procedures . These processes often involve technical details that require precise execution to avoid system downtime or data loss. 5. New Processes and Employee Training SOPs are invaluable when introducing new processes, technologies, or equipment. They provide a baseline for employee training and help ensure that new hires quickly get up to speed. Well-written SOPs also reduce the learning curve for employees transitioning to new roles or departments. SOPs can also serve as a training tool during onboarding , ensuring that new employees learn the correct methods from the start. For example, in retail or hospitality , new employees can refer to SOPs for tasks like POS (Point of Sale) system operation , inventory management , or safety protocols . 6. Cross-Departmental Collaboration Processes that require collaboration between multiple departments or teams can benefit from SOPs to ensure consistency and clear communication. When different parts of the organisation need to interact, misunderstandings or delays can occur if the steps are not clearly outlined. For example, an SOP for product development might involve contributions from the R&D , marketing , and manufacturing departments. By clearly outlining responsibilities and timelines for each department, the SOP helps prevent bottlenecks and ensures smooth cross-functional workflows. When Not to Use SOPs While SOPs are essential for many processes, there are some situations where they may not be necessary or even counterproductive: 1. Creative or Dynamic Processes For tasks that require creativity, flexibility, or innovation, a rigid SOP may stifle the flow of ideas. In fields like design , marketing strategy , or R&D , too much structure can inhibit brainstorming and creative problem-solving. Instead, these areas may benefit from guidelines or frameworks that provide general direction without limiting flexibility. 2. Rapidly Changing Processes In environments where processes are rapidly evolving due to new technologies or market conditions, creating an SOP for every change may lead to excessive documentation and confusion. In these cases, agile methods or dynamic frameworks may be more effective in guiding teams through change while maintaining flexibility. 3. Non-Critical, Low-Risk Tasks For routine, low-impact tasks , creating a detailed SOP may not be worth the effort. If the risk of failure is low and the task doesn’t significantly impact quality or compliance, other forms of documentation, such as a quick reference guide or informal checklist , might be more appropriate. Key Considerations for Deciding When to Use SOPs Before creating an SOP, consider the following questions: Does the process impact quality, safety, or compliance? If the answer is yes, an SOP is likely necessary to ensure that the process is followed correctly every time. Is the process repetitive or frequently performed by multiple people? Repetitive tasks often benefit from SOPs to ensure that every team member executes the task the same way, reducing variability. Are there clear legal or regulatory requirements governing the process? Processes with regulatory requirements must be documented in an SOP to avoid penalties and ensure adherence during audits. Is the process complex or multi-step? Complex processes with several dependencies, steps, or tools involved usually need SOPs to avoid mistakes and ensure consistent outcomes. Is the process subject to frequent changes? If the process changes often, determine whether it’s worth creating an SOP now, or if it’s better to wait until the process is more stable. Is this process critical to the organisation’s success? Mission-critical processes that have a direct impact on the business’s success, reputation, or revenue should be governed by clear SOPs. By carefully evaluating when and where SOPs are needed, organisations can focus on documenting the most important processes, ensuring that efforts are directed towards areas where standardisation will have the greatest impact. When SOPs Drive Business Value SOPs are not just a tool for ensuring compliance; they are a cornerstone of operational efficiency and scalability . When used strategically, SOPs enable companies to maintain high performance standards , achieve business continuity , and support scalable growth . For instance: In a scaling startup , SOPs allow founders and early employees to transfer knowledge systematically, ensuring that new hires can quickly learn the ropes without extensive one-on-one training. In a global enterprise , SOPs standardise operations across different geographies, ensuring consistent product or service quality while adhering to local compliance requirements. By identifying when and where SOPs provide the most value, businesses can leverage these documents to build stronger processes, enhance employee performance, and improve overall organisational effectiveness. 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

Here are 15 ideas for a high impact leadership development programme. First and foremost, leadership is a state of mind. 15 High Impact Leadership Development Programme Ideas Fit for a 21st Century Business. Now, more than ever in an increasingly uncertain world, businesses need leaders with all the right attributes to take them forward. Published on: 8 Dec 2022 Now, more than ever in an increasingly uncertain world, businesses need high impact leaders with all the right attributes to take them forward. What does it take to be a truly great business leader? First and foremost, leadership is a state of mind. Nowadays, the most effective business leadership behaviours are centred on skills like emotional awareness, empathy and integrity. Softly does it These are ‘soft skills’. They are the core leadership behaviours that underpin business success . They improve human relations and staff engagement, among other benefits. And that means they are crucial in any leadership development programme. Leadership development specialist StratXExl’s transformative leadership report observes: “To be successful in the next three years, leaders will increasingly need to master competencies in engagement, collaboration, trust, and transparency .” These types of leadership qualities also highlight the limitations of traditional authoritative leadership – where one person assumes total control and rules alone, often with insufficient checks and balances to curb their excesses or poor decision making. Skills that improve profitability We are seeing a generational shift away from the authoritative leadership style. A dominant leader may enable faster decision-making and remove multiple management layers, but it’s a high price to pay if it results in poor employee motivation, low morale and lower productivity. This blog looks at the new leadership skills needed in the 21st century. By using ‘softer’ people-focused skills, leaders can increase personal, professional and business productivity. You could improve profitability by 30% in just six months with leadership that is regenerative, ethical and mindful. Here are 15 core essentials of an effective business leadership development programme . Many overlap and combine to help mould leaders who employees should be happy to follow: 1. Lead by example A good leader sets an example by valuing their people, listening to their input and acting on it. They are adept at solving people-related problems. As a leader they don’t take an authoritative approach that says their way is the only way. Nor do they undermine colleagues by stepping in where they aren’t required or interfering unnecessarily in established processes – this can cause confusion about, and resentment in, their leadership style. Leading by example means delivering on what you promise – walking the walk as well as talking the talk. Great leaders roll up their sleeves. They gain important life experiences by getting involved at a practical level across their organisations, going outside their comfort zone, to understand their business from different angles. Leading by example means learning from their mistakes, so they constantly improve their leadership skills. That also means taking ownership and responsibility for your actions. The example they set is to lead with confidence and humility, not arrogance and complacency. 2. Lead with imagination and creativity Kantar’s Insights 2030 reports says imagination is a core competency for success , noting that “future success will require that business leaders significantly dial up their competency in, and commitment to, imagination”. # Social and economic upheaval has resulted in savvy leaders re-examining the skills required to make an impact. The Covid-19 pandemic is a good example that forced leaders to think creatively to solve an array of unforeseen problems. You’ll probably find that the common denominator of businesses that survived and emerged stronger is that their leaders have imagination. 3. Lead by making the right decisions Getting the big – and little – decisions right has a direct impact on profits and productivity. Poor decision-making can be costly. Managers at Fortune 500 companies waste half a million days a year on ineffective decision making , according to a McKinsey & Co survey. That adds up to the equivalent of £250 million in wages annually. Tough times and complex situations make it harder – but more important – to make the right decisions. Insight Assessment, a specialist in critical thinking assessments, recommends these essential decision-making skills : identify critical factors that could impact the outcome of your decision; evaluate your options, anticipate the outcomes; take account of uncertainties and unknown risks; analyse all available data to aid your decision making. 4. Lead with integrity US President Dwight Eisenhower highlighted the importance of this characteristic: “The supreme quality for leadership is unquestionably integrity. Without it, no real success is possible, whether it is on a section gang, a football field, in an army, or in an office.” Integrity in business leadership can be hard one pin down, but it shouldn’t be. A leader with integrity should stand out. They do the right thing because it is the right thing to do; they accept the truth and are prepared to adjust their thinking accordingly. Good leaders don’t compromise their integrity, for example, for the sake of expediency or to make short-term business gains. Integrity in business leaders also ties in with Environmental, Social and Governance (ESG) principles. After all, a strong corporate governance is set by those at the top. Three strategies to show integrity suggested by CEO coaching organisation Vistage are to think about the other side of the argument before taking a stand; be clear in your commitments – avoiding generalisations and jargon; and be sincere and clear about what you say ‘no’ to – it also helps employees if they understand what your business ‘is not’. 5. Lead with enthusiasm It sounds obvious, but enthusiasm is infectious. Ask yourself how you responded to a good leader and you’ll probably say that their positivity rubbed off on everyone in the room. But enthusiasm alone doesn’t make a good leader. It’s only part of the package, although it is a very important element. Underpinning this spirit of optimism should be passion for the business and the clear vision about its direction and path to success. A display of enthusiasm shows employees that they have your total buy-in. They can see your personal commitment to the business. This motivates and inspires people to follow you. A high and consistent level of enthusiasm helps carry businesses through difficult periods to achieve long-term goals. 6. Work hard Another fairly obvious one, but there is no substitute for hard work. A strong leader knows the payback is worth the effort: the more you put in, the more you get out. Hard work by leaders has to be productive in ways that benefit everyone: managing teams, motivating employees, communicating effectively, articulating business goals and objectives, dealing with a crisis, spotting new opportunities. That takes a lot of effort, especially when it is being undertaken with unabashed enthusiasm. Another thing you notice in good leaders is that they tend to have a knack for making their hard work appear relatively effortless. It’s an attitude that also percolates into the whole work/life balance and wellbeing debate. Good leaders are able to maintain both a high work rate as well as their wellbeing. We are increasingly seeing senior executives opening up to employees about their personal challenges as part of the corporate approach to wellbeing. There’s an honesty that employees appreciate when leaders share their personal stories. Being honest in this way says that it is okay to admit to pressure and uncertainty. But as a leader, it is equally important to demonstrate how you are able to deal with the pressure of hard work. 7. Be commercially aware Good business leaders can spot the next big opportunity without taking their eye off the business-as-usual ball. They have many fingers on many pulses. That way, their organisation is always in the right place at the right moment to succeed. Good leaders know the right time to enter or exit markets. They look for solutions to problems – often before competitors even realise there is a problem that needs solving. Commercial awareness embraces knowledge of the latest market and economic trends, what your customers are doing, supply chain developments and legislative changes. 8. Be analytical In the post-Covid business world, digital is king. From tech-savvy customers preferring online activity to employees working remotely. Coupled with these changing relationship dynamics, businesses are generating vast amounts of data daily. But many organisations are behind the curve in exploiting the enormous power of data to improve their productivity and profitability. Data-driven leadership is still only an aspiration for many organisations: a recent Harvard Business Review survey found that barely one quarter of organisations said they were data driven . Often, it is not the technology that lags behind but the people. Leaders need to embrace data-driven analytics and understand where to target technology investment. Otherwise, leaders become part of the problem, a barrier to progress, rather than an enabler of change. Leaders also need to focus on the ethical and legal aspects of data management, as well as the threats posed by cybersecurity. A strong analytical focus has to be driven by leadership at the top of an organisation. Put another way, lead with change, or change leaders . 9. Be self-aware Business leaders who recognise what soft skills they need will develop a better understanding of how to lead with humility. Having self-awareness is part of this approach. With self-awareness, you can avoid arrogance, a sense of invulnerability and complacency that have been the downfall of many businesses. With greater self-awareness, leaders understand how their thoughts and actions might impact their colleagues. They are honest about their own abilities and recognise their shortcomings. Self-aware leaders are not afraid of honest feedback. They can see how others react to them and are ready to ask colleagues for feedback. Leaders who are self-aware know they have to change and keep changing for the long-term good of their business. Among the qualities that good leaders exhibit are these eight characteristics of self-awareness : reflective, observant, empathetic, perceptive, responsive, self-controlled, discerning and adaptable. 10. Be resilient A resilient leader maintains high energy levels, especially in tough times. They take the knocks and get back up again. Their resilience is physical, mental and emotional. They also know how to handle stress by using it positively to get the best out of themselves and others, without succumbing to its negative pull. Regular exercise builds stamina and resilience. You’ll find leaders are often first in the gym early in the morning before the working day starts. Or jogging the streets around the hotel where their latest meeting has taken them. Getting enough of the right type of sleep is important, and mindfulness – along with self-awareness – also contribute to resilience. Resilient leaders build strong business and social networks. This helps them deal with difficult challenges by sharing ideas to find the best solution. 11. Communicate, communicate, communicate Good leaders communicate effectively at the right time so they inspire, empower and educate people. It’s another type of soft skill that can be learned with the right training – remember, not all great leaders are born communicators. Through their personal style of communication, leaders drive employee loyalty and trust. They demonstrate honesty and transparency, for example, by sharing both good and bad news. Leaders don’t just communicate in one direction. Two-way dialogues allow employees’ voices to be heard. So, as well as being communicators leaders also have to be listeners: showing empathy and understanding. Effective communication requires a high degree of flexibility in. Leaders instinctively know the best way to deliver their message – which medium to use, the frequency and the type of language. It’s a knack that ensures the same message can be received by the widest group of people. There is no shortage of great communicators throughout history . Good business leaders choose the techniques that best suit their personal style and subject matter. 12. Serve your team It’s an interesting question for a leader: exactly how much should you lead and how much should you follow? The concept of the servant-leader was first coined by Robert Greenleaf in the 1970s. It is a natural feeling that you want to serve, which is then followed by a conscious choice that you want to aspire to lead. Think of the adage ‘do unto others as you would like others to do unto you’. For business leaders, it means prioritising the wellbeing of your workforce and the communities you service. Successful companies have leaders who share power, put others first and help everyone in their organisation to develop and to perform to the best of their abilities. Greenleaf’s approach, which led him to establish the Servant leadership movement, fits in well with the requirements of today’s business leaders to have empathy and integrity, to be ethical and mindful. 13. Focus on sustainability In a business world increasingly dominated by ESG and CSR (corporate social responsibility), leaders must be attuned to a broad range of sustainability issues. Being more sustainable is good for business. What’s more, a well-articulated commitment to measurable sustainability actions is nowadays expected by employees, customers and other stakeholders. The arguments for being more sustainable are well established. As are the perils of not doing enough: at the COP27 climate change conference in Egypt in November 2002, the United Nations’ Secretary General Antonio Guterres gave a stark warning: “We are on a highway to climate hell with our foot on the accelerator .” Leaders who focus on sustainability can: • Improve brand reputation • Increase demand for their products and services • Enhance staff and customer loyalty • Attract and retain new employees • Be more efficient by reducing or removing wasteful practices 14. Be an ethical leader Leaders who act ethically inspire those around them to act in a similar way. It’s about leading by example and with integrity. In his book, Conscious Business , the leadership coach and adviser Fred Kofman describes an ethical approach taken by business that aims to produce a sustainable, exceptional performance based on solidarity and dignity. Ethical leadership helps to produce a more positive work culture and greater productivity. 15. Be a mindful leader Being a mindful leader embodies many of the elements discussed here. Mindful leaders think of those around them and continually improve how they interact with others to make them better leaders. They are ‘present’ and fully engaged, enabling them to respond faster to challenges and ensuring they are always on the lookout for ways to make others in the workplace happier Be a Regenerative Ethical Mindful (REM) business Leaders with all the right tools can create stronger teams and improve decision-making at all levels. They enable their organisation to become a REM business. This delivers a competitive advantage, increases resilience and helps to create a greener planet. 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

Learn how to increase estate agency profitability through increased productivity with 5 simple tips from the productivity experts, Awardaroo. How To Increase Estate Agency Profitability Learn how to increase estate agency profitability through increased productivity with 5 simple tips. Published on: 29 Nov 2018 In this new online property world, when using a High Street agent customers will expect and deserve exceptional levels of customer service and transparency if fees will be 5+ times that of online rivals. How to increase Estate Agency profitability: 5 tips Recognise you’re finding someone a new home, not trying to get them registered. Show you care about them first before yourself or your properties. Check those feelings! Feeling stressed? The caller will sense it. Use your name when taking a call, twice! The first time you’re the company, the second time, you’re you. Log those calls, you need all the local buyers you can get. Work as a team and address this challenge head-on together then you will be one of the few winners, not the many losers. Lastly, consider business coaching for estate agents as leading a team can be a lonely place and an independent, outside view can help keep you on track and improve your business performance. P.S. You need to create a culture, a mindset of exceptional customer service and continuous business improvement to make this stick for the long term. We book and buy our holidays and hotels online now. We’re spending more and more time and money online. This year we will hit “Peak Cash” according to The Guardian, digital payments will exceed cash in 2018 . The way we buy, sell and rent our homes is changing too. The way we live is changing so fast, the world is changing fast, we are going through the biggest revolution ever but it hardly seems to get a mention anywhere by anybody. The industrial revolution was a big event but would did that do? It replaced the horse with horsepower, animals with machines. What is happening today is that and some. According to the World Economic Forum we are in the 4th Industrial Revolution. Soon we will all be driving around in electric cars or hopping in a self-drive car or in a pilot-less drone or going on a holiday or a tour in space. Artificial Intelligence will be listening to us, obeying us, following us, curing us and making us all very nervous, I’m sure. To call this the 4th Industrial Revolution then is to misrepresent or understate what’s happening. The first revolution was mechanisation because somebody invented the steam engine, the second revolution was electrification because somebody invented the electric motor and a light bulb, the third was digital because somebody invented the transistor which gave birth to the PC and modern computers. In each case something got invented then used. And that was that. This “4th Industrial Revolution” has no single invention behind it. It is happening because massive computing power is being meshed with massive communications power. People can work together around the world easily and come up with new ideas then test them quickly to see if they are viable. We can simply fail faster than ever before, at a rate that is catapulting the rate at which new things become possible, new discoveries are made. So, let’s not call it the 4th Industrial Revolution, it’s a new beginning, the end of the past, so I’m calling it the Genie Revolution, the genie of human ingenuity is finally and fully out of the bottle. I digress, let’s get back to homes and houses. In amongst all this, the Estate Agency and Letting Agency market is changing, threats are many from Online and Hybrid Agents, other High Street agents improving their service, the abolition of Letting and Estate Agent fees and a slowing market. 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

Drive your small business forward with our 10 small business improvement ideas that you can implement straight away, from the business productivity experts 10 Small Business Improvement Ideas you can Implement Today Running a small business is a daunting task, especially if it’s your first. Knowing where your time and energy is best directed is a tough call to make. Published on: 11 Mar 2021 Running a small business is a daunting task, especially if it’s your first. Knowing where your time and energy is best directed is a tough call to make. Much of the advice around business improvement revolves around large and medium-sized companies, with large scale changes for specific departments. This is why we’ve put together our list of small business improvement ideas that you can implement today. Small Business Improvement Ideas Create a Business “Toolbox” Your business toolbox should be a centralised, accessible hub containing essential documents and tools for smooth operations. Alongside your business and marketing plans, it’s crucial to have up-to-date financial software that provides real-time insights into your cash flow, taxes, and overall financial health. Pro Tip: Digitise your employee manual and ensure it's accessible to all team members. It ensures transparency and consistency in operations. Use Task Management Software Task management software allows better team collaboration, reducing the reliance on long email chains. Platforms like Trello and Google Suite offer free versions for smaller teams, allowing you to manage tasks visually and collectively. Pro Tip: Assign clear roles in the software and set deadlines for each task, so responsibilities are transparent and measurable. Automate Tasks Automation is no longer a luxury—it’s a necessity. Beyond sending payslips or invoices, consider automating marketing activities like social media posts, email campaigns, and data entry. Tools such as Zapier or HubSpot can automate these processes, allowing you to focus on strategic tasks. Pro Tip: Start small. Automate routine tasks first, then gradually incorporate automation in more complex workflows as you see results. Promote Open Communication Effective communication is the backbone of business efficiency. Cultivating an open feedback culture allows your team to express their ideas and concerns freely. Use tools like Slack or Microsoft Teams to streamline communications and ensure that no voice goes unheard. Pro Tip: Regularly ask for anonymous feedback to get honest opinions, especially on sensitive topics. Implement a Business Improvement System A Business Improvement System provides a structured approach to analysing, refining, and optimising your operations. Focus on workflows, processes, and overall strategy to ensure your business is running efficiently. Document your processes and identify bottlenecks or inefficiencies that can be eliminated or improved. Pro Tip: Use a system like Lean or Six Sigma to identify waste and create high-performance workflows that align with your business goals. Stay Up to Date Set up Google Alerts not only for your business but also for industry-related keywords. This will keep you informed about trends, competitors, and new developments in your field. Use tools like Feedly to aggregate industry news from different sources and stay ahead of the curve. Pro Tip: Regularly review and adjust your business strategy based on market trends to stay competitive. Leverage Local Sign up for Google My Business and regularly update your profile to reflect current operating hours, services, and customer reviews. Participate in local community events or sponsor activities to raise brand awareness and build stronger relationships with your local customer base. Pro Tip: Encourage happy customers to leave reviews online—this boosts your credibility and helps attract new business. Strengthen Cybersecurity Small businesses are increasingly targeted by cybercriminals, making strong cybersecurity essential. Implement multi-factor authentication (MFA), firewalls, and regularly update all software. Conduct employee training on phishing and other online threats, ensuring they’re aware of cybersecurity best practices. Pro Tip: Use password managers to ensure your team isn’t reusing weak passwords and conduct periodic audits of your systems. Make Meetings Productive Reevaluate how meetings are conducted in your business. Shorten meetings or eliminate unnecessary ones to ensure employees can focus on their tasks. Set an agenda for every meeting and stick to it, reducing time wasted on off-topic discussions. Pro Tip: Implement standing meetings, which naturally keep discussions short and to the point. Take Downtime Seriously As a small business owner, the risk of burnout is real. Taking regular breaks not only helps refresh your mind but also allows you to return to work with a clearer perspective. Encourage your employees to take meaningful breaks as well to ensure their productivity stays high. Pro Tip: Schedule annual reviews for your own health and well-being, evaluating where you might need extra help or support. 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

Struggling with low margins, inefficiency, or burnout? Our expert coaching helps electrical service businesses streamline operations, increase profits, and build a scalable, sellable business. Book a free strategy call today! Business Coaching for Electrical Service Companies Transform Your Electrical Service Contractor Business with Smarter Systems, Higher Profits, and Less Stress – Stop working long hours for low margins. Our expert coaching helps electrical service contractors optimise workflows, increase profitability, and build a scalable, sellable business that runs efficiently—without burning out. Take control and grow with confidence today! Increase Profits, Streamline Operations, and Build a Business That Runs Without You Running an electrical service business isn’t just about getting the job done—it’s about building a company that works efficiently, grows sustainably, and creates real long-term value. Too many electricians struggle with: ⚡ Low margins and unpredictable cash flow 🔧 Inefficient job scheduling and wasted time 💼 Struggling to attract high-value customers 🔥 Burnout from being stuck in daily operations But the good news? With the right strategy, you can grow a more profitable electrical business—without working longer hours. Our coaching helps you optimise pricing, streamline workflows, and create a business that works for you, not the other way around. What You’ll Gain from Business Coaching ✅ Higher Profits Without More Work – Price jobs correctly, improve cash flow, and increase margins without overworking yourself. ✅ Time-Saving Workflows – Get more done with smarter job management, scheduling, and automation. ✅ Sustainable Business Growth – Learn how to attract better clients, retain repeat customers, and scale your business. ✅ Avoid Burnout & Reclaim Your Time – Stop being the bottleneck and create a self-sustaining, high-value business. ✅ Build a Business That’s Sellable – Structure your company so it operates efficiently—even without you. If your business can’t run without you, it’s just a job. We help you turn it into an asset that creates real long-term value. Our Proven 4-Step Coaching Process 1️⃣ Business Audit & Strategy Session – We assess your business like a buyer would, identifying inefficiencies and opportunities. 2️⃣ Workflow Optimisation & Efficiency – Improve job scheduling, team productivity, and time management. 3️⃣ Profitable Pricing & Growth – Optimise pricing, reduce overhead, and attract higher-paying customers. 4️⃣ Leadership & Scalability – Build a structure that allows your business to thrive—even without you in the day-to-day. Our approach is practical, results-driven, and built specifically for electrical contractors and service businesses. Ready to Build a More Profitable, Sustainable Electrical Business? A business that depends on you 24/7 isn’t a business—it’s a job. The key to success is creating systems that increase efficiency, profit, and value—without burning out. 🚀 Book a Free Strategy Call Today and take the first step toward a profitable, scalable, and sellable electrical service business. Get in Touch Tell us about a challenge or question you have. First name* Last name* Company name Email* Submit