The Difference between Surviving and Growing. Scale Lessons in Systems.
In 1968, London’s Victoria Line became the first underground line in the world to be fully equipped for automatic train operation.
And it wasn’t just the drivers who had technological replacements…
In ‘83, train timetable announcers were replaced by the dot matrix destination indicator, allowing passengers to see at a glance a selection of trains and routes.
And the majority of ticket sellers were replaced in the late eighties with new self-service ticket machines to cut back queuing times at kiosks.
By the millennium, Transport for London introduced electronic tickets in the form of the new contactless Oyster card. It’s since been supplemented by contactless credit/debit cards, making TfL one of Europe’s largest contactless merchants with 1 in 10 contactless transactions in the UK taking place on the TfL network!
This week’s Scale Lesson to Learn is that in order to grow a business, you need to let the SYSTEM deliver the result – not the people.
Many businesses today are able to survive on talent and talent alone, but all they can ever do is just survive. Don’t get me wrong, people are a vital factor in any business, BUT it is the system which will get the best out of them.
The system is the difference between a business which is being run haphazardly, with no direction and little more than hope to guide its sails, and a structured, planned, perfected and well-executed success model.
Allocate 90 minutes to look at your Customer Journey and identify areas where your systems & processes aren’t quite working (and causing you more problems than they’re solving), and any gaps where a simple system could enhance your team (which will then improve productivity and boost your bottom line).
My final piece of advice…
When you’re developing, systemising and streamlining the processes behind the product that you’re delivering to your customers, you are going to make mistakes.
The important thing is to learn from the mistake, find a way to remove or manage it, and then (this is the massive learn) ensure that it is highlighted if it happens again. If you do not have alerts in place to tell you that there is a problem in the system, then you will never get your business to a place where it can bring you perfectly executed results.
The Scalability Coach | Britain’s Top 10 Adviser 2018 | Author of #1 bestseller I don’t work Fridays | Ex-CEO of a PLC