Case Study: Manager Finally Gets A Holiday

Problem: I was hired by a small, local electrical company that had been in business for 3 years. The company had 5 staff including an office manager that had not had a holiday in all that time, because without her the business simply could not function. Most of the information about how the business operated was in the office manager’s head. Simple tasks such as invoicing, paying accounts and a range of other regular business activities just would not get done if she were to take a break for a few weeks. This stress was starting to get too much and was affecting her performance and the business as a whole.

Solution: I worked with the office manager and the owner to develop processes and work instructions around the basic operations of the business. In total we developed 20 work procedures that went through, step by step, exactly when and how to perform the various office operations.

Result: The business was able to recruit a part time office assistant whilst the Office Manager went on a well-deserved two-week break. From day one the office assistant was able to work through the processes we had developed to complete all the necessary tasks without error or supervision. Since then the company has further developed their systems and the assistant has been kept on to assist with the company expansion.

Please note: So as not to breach confidentiality I have not included my client’s name nor their business name in this case-study.

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