What must exist.
WHAT BREAKS FIRST
Everything in one person's head Informal record keeping Ad hoc processes No way to see what is happening
WHAT TO PUT IN PLACE
Documented procedures A record of customers and work in progress A way to assign and track tasks Clear responsibility for each area Regular review
THE WORK IN PROGRESS RECORD
Once more than one person is involved, nobody can hold it in memory.
WHAT TO KEEP SIMPLE
Systems proportionate to your size.
Elaborate systems nobody uses are worse than simple ones everyone does.
WHAT TO AUTOMATE
Repetitive administration: invoicing, reminders, confirmations.
WHAT NOT TO AUTOMATE
The relationship with customers.
WHAT TO ESTABLISH
Where things live How they are named Who has access
WHAT TO REVIEW
Whether the systems are actually used.
If people work around a system, it is wrong.
