Intake procedures at addiction recovery organizations often become dependent on a few experienced employees. These employees know which questions to ask, which forms to complete, when to escalate concerns and how to coordinate referrals. The problem appears when those...
Small businesses make hundreds of decisions that affect customers, projects, pricing, schedules and operations. A manager approves an exception. A customer agrees to a revised scope. A supplier recommends a different part. A project deadline changes after a phone...
Small businesses often lose important information when work moves from sales to operations and then to customer support. The salesperson understands what the customer requested. Operations knows what can realistically be delivered. Customer support becomes involved...
Opening a second location should expand a small business, not create a second version of it. Yet procedures often begin drifting as soon as employees work under different managers, schedules or local conditions. One location follows the current customer-intake...
Most small businesses have at least some emergency and safety procedures. The problem is that employees may not know where those procedures are, which version is current or what their individual responsibilities are. Instructions may be scattered across printed...
Small businesses often have employee policies, but that does not mean employees can find or apply them correctly. The handbook may be stored as an email attachment. Updated leave guidance may be in SharePoint. A manager may have clarified the attendance policy in...
