One of the reasons that small firms are more agile than large companies is that they are not weighed down by the burden and overheads of complex processes and multiple hurdles to overcome in order to get things done.

One of the reasons that large companies have complex processes and hurdles to overcome in order to get things done is that they have learnt (usually the hard way) that some things need more thought than others. Over time, the processes and the bureaucratic overhead grow and start to take over.

Small firms can learn from large companies

You need processes and procedures that work for you - they will stop things going wrong and help you to deliver consistent customer service when it matters. Areas to think about are:

1) Issuing contracts for services and any associated "paperwork" - including standing orders - why not automate things?

2) Verification of any technology you are using internally - especially where you are using technology to service your customers.

3) Delivering bespoke solutions to your customers - think about adding two check points (hurdles if you like) into your business. One in the sales process so that you get a confirmation that you have a proper understanding of the customer's needs and that the proposed solution will work and will meet those needs. And another in the delivery process so that you get a formal acknowledgement from the customer that everything has been delivered in accordance with the customer understanding of the plan.

Large companies can learn from small firms

Instead of continually evolving processes and procedures to cover every small eventuality - with the consequent erosion of trust and respect for your people - go back to the beginning and redesign key processes from scratch.

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