How can a Big Mac help your MSP?
McDonald’s is the world leader in quick service and fast food. You really can’t argue against that fact.
They serve more than 60 million people in 120 countries each day. It currently has over 38000 restaurants worldwide.
McDonalds mission statement is “To be our customers’ favourite place and way to eat and drink.”
Their vision statement is: “to move with velocity to drive profitable growth and become an even better McDonald’s serving more customers delicious food each day around the world.”
They don’t have over-complicated business goals and visions but there’s a lot you can learn from McDonalds: Process Improvement and Service Quality Delivery.
Their secret to a running a successful business lies in their process design, or, in other words, all the steps it takes to complete something.
Good process design takes time, but it should deliver the following outputs:
1. Consistency – The Same Every Time
If you ask any McDonalds crew member how to make a Big Mac, they will all give exactly the same answer AND even how long it takes to make one.
No matter where you go in the world, when you order a Big Mac, you know exactly what you’re going to get. You can get a Big Mac in Japan, Scotland, Russia, USA and you know it will taste and look exactly the same – that’s consistency!
Burgers can be made and assembled in a variety of ways, but the process for making a Big Mac is consistent each and every time. This is a good tip for designing business processes.
Create a process, document it and commit to doing it in that way each and every time. And don’t forget, if it doesn’t work the first time, go back and review and rework until you get it right.
Just as everyone can make a burger in a different way, there are multiple ways a business process can be executed. However, inconsistencies in processes can lead to miscommunications, as well as lost or misplaced data. Creating consistency means adhering to standard processes for each procedure, and not doing it in whatever way you want.
2. Efficiency – Turning Your Process into Fast Food
Efficiency is achieving maximum productivity with minimum wasted effort or expense. When a Big Mac is made, everything is optimised to get that burger to the customer as quickly and efficiently as possible, whilst keeping it hot and fresh. You’ve got a bunch of ingredients and tools, and your objective is to create a meal in about 60 seconds. It’s important to provide those following the process with the tools and knowledge to do that.
Business process design is efficient when processes are managed on the broadest scale available. During your process design, think about how you can bundle processes, automation, self-service and slick systems.
The key to smooth, efficient processes is to have as few loops and steps as possible with each step adding as much value as possible.
3. Quality – Creating Service with a Smile
The finished product that is the Big Mac is a tasty, affordable meal that people are willing to pay for and eat. Similarly, all of your business processes should have the objective to deliver quality outputs that enable the business to continue running smoothly and efficiently.
Let’s take your Service Desk as an example. If the service desk process is designed well, a junior service desk advisor will be able to answer all calls and follow a process of asking questions to work out what the problem is and then make the decision if they need to escalate it to a higher level advisor.
Some MSPs hire more mid to high level service desk technicians, and only one junior. whereas to hire more juniors is cost-effective and they can be trained to follow the process documents easily.
Knowing your desired outputs and the quality you’d like them to have, establishes a threshold for what is and is not acceptable. Then, when adjusting the design of your processes, you have a better idea of what your target requires. The result of this is your baseline KPI’s.
4. Cost Effective – How to Supersize Your Savings!
The concept of fast food is that it is relatively cheap. This doesn’t mean that quality is sacrificed, but the inputs (cost of ingredients, labour, etc.) need to be cheaper than the selling price.
Poorly designed business processes can cost the company money. Not often directly, but through additional time taken for the business owner/line managers to rectify an issue and even through bad experiences which can create a negative view of the company.
By emulating the Big Mac, business owners can start to design better processes to make their businesses run efficiently and scale for growth.
In my own MSP, I use my tried and tested processes to ensure my business is running as smoothly and efficiently as possible.
If you’d like to chat further about ways to improve your MSP business, get in touch at Contact – Scalable MSP