business processes for smb it companies
DESCRIPTION
A presentation I delivered on 4th November, 2010 to the Thames Valley Small Business Specialist User Group. It looks at using Business Processes to build a scalable and successful IT Consultancy Practice.TRANSCRIPT
Richard [email protected]
www.tubblog.co.uk
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Who am I?• Founded Netlink IT in 2003• “One Man Band” until 2007• Merged with JamesCash.co.uk in 2009• 8 Members of Staff, 60+ Clients across UK
www.tubblog.co.uk
www.twitter.com/tubblog
www.linkedin.com/in/richardtubb
SBSC PAL FY11• I have been appointed Microsoft Small Business
Specialist Partner Area Lead for Financial Year 2011• Work with the SBSC Community as the main points of
contact with Microsoft.• Report into Dell Quinn
Two other PAL’s for UK are:-
Guy GregoryThe Final StepLondon
Steve WrightBMSLeicester
I’m not this type of Pal
THE VALUE OF BUSINESS SYSTEMISATION FOR SMB IT COMPANIES
Working Title - “How to stop doing all the stuff you don’t want to do, won’t make you rich, and bores the living daylights out of you – and instead start becoming a business owner"
What are Business Processes?
• Work Instructions (documents describing how to do specific tasks)
• Checklists (“Best Practice” guidelines)
• Configuration Information (Client Network Documentation)
Basically… Taking stuff out of here
… and documenting it for others to use
Why bother?• If stuff is just stored in your head then you’ll struggle to
delegate work to others...
Either through choice…
Or because you have no choice…
Documenting processes result in
building a BUSINESS as opposed to
OWNING A JOB
Micro IT Companies• You are selling your time for money• Only so many hours in the day for you to sell• Life/Work Balance is often poor• Sickness is a double stress• Holidays are an inconvenience• Unable to delegate any work• Business simply doesn’t scale• No efficiency
SMB IT Companies• Key individuals (typically the owner) often hold key
information• Employees get stressed because they can’t do their jobs
– people thrive on responsibility• No exit strategy – selling the business without key
individuals attached is difficult
Where to start?• Simplest method can often be…
1. Slow down…
2. Write down…
3. Share…
Example• Administrative tasks are an easy win• If you charge £60/hour for your time• You spend an hour a month doing Business Bank
Reconciliation• The cost is £720/year for one single task• Plus you went into business to be an IT Consultant, not an
Accountant – Right?
Instead…• Schedule 2 hours in your diary to do the next Business
Bank Reconciliation• Slow down – this is the last time you’ll ever do this task
yourself…• Document every step that you take to complete the task• Next time, outsource the job for £7.50/hour to someone
else to do on your behalf
Finished Document
Some other examples - Admin• Producing a Weekly Financial Report• Invoicing clients• Chasing client payments• Paying Suppliers Bills• Filing VAT returns• Ordering License Renewals• Dealing with CV’s
It’s not just for Admin• The next time you have to build a new PC for a client…• How can you make the task repeatable by somebody
else?• Start by create a Checklist of the software that needs
installing, and the settings that need configuring• You’ll probably start to think about how you can speed the
task up further…• You may discover that creating a standard image using
Acronis or ShadowProtect is the way forwards, and also makes documenting the process a whole lot easier…
Some other examples - Technical• Setting up Windows Mobile Devices• Archiving Outlook e-mails• Installing a SSL Certificate• Creating a Windows VPN Connection• Building a new Domain PC• Resizing Picture Image Files• Sending large attachments via e-mail
Some other examples – Sales and Marketing
• Direct Mail Marketing• Cold Calling• Account Management – Inside Sales• Public Relations – Press Releases• Web-Site Updates
Benefits?• Your time will be freed up to go and do fee earning work.• You’ll have more energy because you won’t be doing the
jobs you find a chore anymore.• You’ll have taken the first step to building a company
Business Operations Manual
Free Stuff• Some documented processes for you to SWIPE• Available as a Windows Live Sync Download• Give me your business card and I’ll add you so you can
download all the examples discussed• Not got a business card? Two tips for you…
1. Buy a ton of business cards and carry them EVERYWHERE
2. Send me an e-mail at [email protected] instead
Does it work?• In 2007 Netlink IT was a “one man band”
Does it work?• In 2008 I documented all my administrative jobs and hired
a Part-Time Administrative Assistant• I also I documented all my client networks and sub-
contracted technical work to trusted peers• This made time for me to do Sales training, win more
business, write blogs, garner positive PR and really get our name out there
• In 2008 Netlink IT became Microsoft Certified Partners
Does it work?• In 2009 we merged with JamesCash.co.uk• In January 2010, Microsoft announced us as their first
Small Business Champions• In October 2010, we were shortlisted for the Advantage
West Midlands “Strategic Business Improvement” award• In both 2009 and 2010 I was a speaker at the Microsoft
Worldwide Partner Conference• Now - World Domination more success is within our
grasp!
Need convincing?• “The E-Myth Revisited” by Michael Gerber• Life Changing book• If you do one thing…• … Buy this book!
• All my recommended books at
www.tubblog.co.uk
Which Tools can you use?• Snagit (http://www.techsmith.com/screen-capture.asp )
Which Tools can you use?• KeePass (http://keepass.info )• Start using separate passwords for ALL sites and clients –
makes delegating any responsibilities much easier
Which Tools can you use?• Get a CRM package to record client information• We started with Results CRM (www.result-software.com)• Case Study available at
http://tinyurl.com/tubblog-resultscrm • We now use ConnectWise PSA (www.connectwise.net)
Which Tools can you use?• Sharing documents securely internally and externally is a
must• Well defined File Share is simple >
• Use a standard file naming convention• Even better, use Sharepoint• Microsoft BPOS – easy Sharepoint setup• Microsoft Sharepoint – SBS
Which Tools can you use?• Accredit UK
• Netlink IT became accredited in 2009• The accreditation process forces you to take a good look
at your business and acknowledge and address weaknesses
• Prescriptive advice and guidance on how to document your business
• Help from a Business Consultant with creating your processes
• See http://tinyurl.com/tubblog-accredituk
Outsource Jobs• Server Maintenance – Zenith Infotech
http://www.zenithinfotech.com/• Call Answering – Moneypenny
http://www.moneypenny.biz • Administration – Virtual PA’s• Web Site – Pronto Marketing
http://www.prontomarketing.com • Collaboration – Work with your SBSC Peers
Call to action
1. Buy and read (or re-read!) E-Myth Revisited by Michael Gerber
2. Visit my Windows Sync Mesh folder and S.W.I.P.E* our Work Instruction Template
3. Schedule time in your Outlook Calendar to document one job you find a chore
4. Delegate that job to someone else
*Steal with Integrity and Pride from Everywhere
Any questions?
How to contact [email protected]
www.tubblog.co.uk
www.twitter.com/tubblog
www.linkedin.com/in/richardtubb
netlink.trading
www.facebook.com/tubblog