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"CRANKY" IS NO LONGER CRANKY...SINCE HE SYSTEMATIZED HIS BUSINESS!

     Maybe, by now, you've read Philip Beyer's popular book System Buster that shares the story of a business owner by the name of "Cranky"...due to the fact that his operation was always in CHAOS.  To refresh your memory about our friend Cranky, read his story again below.  

     Then be sure to read THE REST OF THE STORY below that... SINCE Cranky paid a visit to Philip Beyer's totally-systematized operation in Nashville and went back home to systematize his own business.  Things are different now for Cranky.  Maybe his story could revolutionize YOUR business?  Read on...

A Day in the Life of Some American Businesses

     Cranky opens his place of business at 8 am.  Salesman Bob arrives at 8:20, and Worker Sue and Bookkeeper Mary get in around 8:45.  Salesman Bob and Worker Sue answer the phones until CSR Jim wanders in at about 10, and then Cranky answers the phone while Bookkeeper Mary sends Worker Sue to the bank, except on Tuesdays when Worker Sue takes "Scooter" to Doggie Daycare; then CSR Jim goes to the bank.  But if CSR Jim is on call, then Bookkeeper Mary has to go herself, if she can borrow Cranky's car, since her teenage son wrecked hers. Cranky takes care of doing payroll on Fridays, unless he is having lunch with a client, then Worker Sue will do it because she always has, and Bookkeeper Mary has never been trained on payroll.  CSR Jim takes in most of the job orders, unless he is called to the back of the shop to handle problems in production, and then Salesman Bob is asked to take in the orders. But Salesman Bob doesn't like taking job orders, so sometimes he just lets the phone ring until Cranky has to answer and take the order himself. But when Cranky takes a job order he usually writes it up wrong, so CSR Jim gets mad at Salesman Bob for not doing the job, and Salesman Bob gets upity, and says his job is "selling," and why should he have to answer phones and take in orders, anyway!?  Cranky gets upset at CSR Jim and Salesman Bob for quarreling and says, "If Salesman Bob is too d#% busy, then we'll have Worker Sue give us a hand, if her nails are dry and her stupid dog is ok!" As Cranky downs a blood pressure pill, they all wonder, "What is Cranky's problem; what is he so upset about?" 

I think you get the point.  CHAOS! 

Now here's "THE REST OF THE STORY"... 

     Cranky no longer has to open his business every morning, since he systematized his operation. In fact, Cranky doesn't have to come to his business, but several hours a week now, unless he just wants to.  He doesn't have "just a job" there anymore. He now OWNS a business, and his eyes and ears are the very systems he has implemented.

     Now he receives financial and other reports via email to his computer...on his house boat.  He can also go on the Internet and log into his company intranet (e.g. System100), and communicate with anyone in his company, at any time of the day or night. 

     His is now a turnkey business which is franchise-ready. If he decided to sell, it is now worth many times more than before he systemized.

Cranky's business will now run like a

super-clean, well-oiled machine

every single day from now until the end of time...

WHETHER CRANKY IS THERE OR NOT!

     Remember how all of Cranky's employees arrived at different times?  Well, now they ALL arrive to work on time, because there is an ABSENTEEISM SYSTEM in place, complete with:

1.  A policy stating the starting and end of shift time for each department. 

2.  An on-line SYSTEM, whereby if Worker Sue arrives late she is to open up  an ABSENTEEISM REPORT, type in her name, the amount of time late, and the reason she was late.  Then she clicks on "submit."  This takes about 15 seconds.

3.  Her DAILY ROUTINE CHECKLIST prompts her to fill out this ABSENTEEISM REPORT whenever she arrives late...so she can't say she forgot to fill one out. 

4.  She clocks in on a DIGITAL/COMPUTERIZED TIME CLOCK SYSTEM, and at the end of the day she prints out her own TIME SHEET and turns it in with her DAILY ROUTINE CHECKLIST to a designated location. 

5.  The follow-up system to the ABSENTEEISM SYSTEM happens when Worker Sue's TIME SHEET, along with her DAILY ROUTINE CHECKLIST, is then checked by Bookkeeper Mary who is now also the Human Resources Supervisor.

     Bookkeeper Mary also has a DAILY ROUTINE CHECKLIST now, which prompts her to check all employee TIME SHEETS.  She even has a TIME SHEET  ADHERENCE PROCEDURE stating what to check on the TIME SHEETS.  Example:  She is to check the starting times on each TIME SHEET to insure everyone is adhering to the STARTING TIME POLICY.  When she sees someone has clocked in late, she looks for an ABSENTEEISM REPORT, which should have been turned in.  If there was no report turned in, she does an online SYSTEM BUSTER REPORT.

     The SYSTEM BUSTER prompts the SYSTEM BUSTER ADMINISTRATOR to notify the employee, they did not adhere to the ABSENTEEISM SYSTEM.  The administrator reminds the employee to do an ABSENTEEISM REPORT  immediately, and the employee must then sign the SYSTEM BUSTER EVENT SHEET declaring this as a personal error.

     As you can see with the ABSENTEEISM SYSTEM properly implemented with no gaps...thereby completing the circle...Cranky brought a lot of order to his business. Yes, this took time, but Cranky would say, "Great Systems Work!" 

     The next part of the Cranky story was about how Bookkeeper Mary seemed to always send Worker Sue to the bank, due to the fact that Bookkeeper Mary always arrived late to work and she didn't have a car. Since the ABSENTEEISM SYSTEM has been put in place, Bookkeeper Mary arrives on time. Going to the bank is on her DAILY ROUTINE CHECKLIST, and it is also a part of her JOB  DESCRIPTION.

     It seems she is now able to get her car fixed, since she can no longer borrow Cranky's car...because Cranky is on the lake. I guess Bookkeeper Mary felt her job might be in jeopardy, since Cranky's business is no longer a loosey-goosey, let-the-good-times-roll operation.

     Worker Sue is also no longer interrupted to go to the bank, and the fact she couldn't go on Tuesday doesn't even come into play. She is now able to do the work she was hired to do on her JOB DESCRIPTION, which is also listed on her DAILY ROUTINE CHECKLIST.

     Bookkeeper Mary has also been trained on how to do payroll...and has a step-by-step PAYROLL PROCEDURE if she forgets or misses a step. Worker Sue is no longer interrupted to do payroll, and Cranky will never have to do it.

     Productivity is up, and Worker Sue is very happy. Worker Sue and all of the employees have been trained to use the REQUEST FOR LEAVE SYSTEM, and when her dog "Scooter" has to go to Doggie Daycare, she has to give a week's notice using a REQUEST FOR LEAVE.  Now if her request is approved, it should mean: production is normal, her supervisor has been notified, and the leave date has been placed on the COMPANY CALENDAR so as not to be forgotten. Another worker will be able to take her place while she is absent. Oh, by the way, she now has her retired mother-in-law taking "Scooter" to Doggie Daycare. Things are really running smoothly at Cranky's business.

     CSR Jim is no longer required to take care of problems in production, as one of the workers has been trained on how to respond to problems. A CHAIN OF COMMAND POLICY has been written, and everyone trained on who-to-go-to-with-what.

     A PREVENTATIVE MAINTENANCE SYSTEM and a REPAIR REQUEST SYSTEM has been implemented so there are fewer equipment problems. 

     A QUALITY CONTROL SYSTEM has also been implemented in production, and errors are down to less than half of one percent.  Wow! CSR Jim can now concentrate on serving customers, and since the DRIVER CHECKLIST SYSTEM  for entering orders has been implemented, there are almost zero data entry errors. Other departments are not continually calling Customer Service trying to find missing information. All is quiet in Customer Service.

     Salesman Bob is on Cloud 9 since all these systems have been implemented. His customers are no longer calling him complaining about billing and production errors, or the status of an in-progress order. Quite frankly, they never knew what to expect before.  However, since the new SCHEDULING SYSTEM has been implemented, orders are always on time, every time for every customer. Bob is now able to take care of the customer relationships, and has time to call on new customers.

     Bob's customers are always complementing him about the appearance of the office and shop, since the 100% SYSTEM of CLEANLINESS has been installed. He has had three record months in sales. YESSS!!!!!

     "Cranky" is no longer cranky!  Last I heard, Cranky was writing a book.

     To learn more about how you can systematize YOUR business, download a FREE COPY of Philip Beyer's updated and revised book, SYSTEM BUSTERS: And How to Stop Them In Your Business  ....just click here.