You can streamline business processes to better meet client expectations. Often, existing processes make sense internally but do not make sense to clients when they encounter them. “Why” we do things matters little to clients; many just want to know “when” they can receive the services they’ve requested. If we can streamline business processes, we can better meet client expectations.
According to Business Enterprise Mapping, improving processes can lead to higher levels of customer satisfaction. The more customers are satisfied, the higher the customer retention rates and the lower the levels of attrition. By working to streamline business processes, you may improve your revenue.
How Bad Processes Impact Revenue
According to IDC Research, companies lose 20-30% of their revenue due to poor processes. Yet, many companies don’t even notice that their lack of process hurts productivity and revenue.
If a manufacturer doesn’t have tight controls on the manufacturing process from start to finish, they may find that:
- They have miscalculated the amount of time required to fulfill the order, thus delaying shipment and causing the customer embarrassment or lost revenues
- They lack raw materials needed to fulfill the order because they have poor reordering and supply chain management processes
- Critical personnel are missing when orders come in due to open jobs, vacations, or other reasons, leaving gaps in the human capital needed to complete the order
- There are few or no quality controls in place, leading to poor products and high returns
These are just a few areas in which lack of process opens leads to lost revenues.
Adding a Layer of Process: Business Intelligence and ERP
Customers expect manufacturers to have processes in place to prevent missed deadlines, poor quality, and lack of information about their orders. You can improve processes by adding software such as enterprise resource planning (ERP) software to your company.
Companies that add ERP software find themselves using data to drive innovation and decision-making. The transparency inherent in an ERP system in which all members of the organization can see all portions of the company’s business ensures that process gaps are brought to light. Then, it’s up to you and your managers to close them.
An ERP system itself cannot build a process but it does provide a framework in which a process can run. Let’s use the example of supply chain management. Companies lacking an ERP system may need to manually check and manage aspects of their supply chain. They may keep records on spreadsheets and share information through phone calls, emails, or texts. It may take days to get information from a vendor into the spreadsheet and into a manager’s hands—and by then, the order may be delayed.
Contrast this with a company using an ERP system to manage its supply chain. Managers can see the inventory status of all the parts, equipment, and raw materials they need to manufacture orders. If anything is lacking, they can request reorders immediately or transfer stock from one location to another. If an order is delayed, they can see quickly when the revised delivery date is expected and alert customers without waiting for spreadsheets to be updated or phone calls to be returned.
Streamline Business Processes: Your Next Move
You can tighten and streamline business processes now by examining areas that demonstrate persistent problems, gaps, or customer complaints. Customer complaints can be your best friend when looking into process improvements since these point to significant problems. Once tackled and fixed, you can move on to other systems that need to be updated.
To streamline business processes even further, an ERP system can provide the data that you need and an easy, smooth way to improve efficiencies. Emerald TC helps small businesses analyze their needs and choose the best ERP for their businesses. Contact us or call 678-456-6919 for more information.