“How do our multiple locations connect and work together?”

“Do we provide our best services to our clients at each of our locations?”

These are a couple of the questions one company asked of themselves when they realized that their overall performance could be better. So, what were their answers?

Question one: “How do our multiple locations connect and work together?”

When asking this question, they realized each location had its own processes. In many cases, though the scenarios were the same, each location had a different process than the last which ultimately resulted in different results depending on which location you were dealing with. That was a problem for the following reasons:

-         Different processes at each location means that there is no consistency in how things are handled.

-         You tend to have issues reporting trends and KPIs.

-         There is a higher chance of performance and staff satisfaction issues.

This last point leads us to their 2nd question. “Do we provide our best services to our clients at each of our locations?”

Their answer to this was no, not when there are multiple processes for the same function. Why?

-         Some locations will be more efficient than others.

-         Some processes and opportunities to provide customer satisfaction get lost between the locations.

-         Staff moral can be lower at some locations, which always ends up being apparent in your customer service.

When you operate multiple locations, you want to ensure there is a unified, standardized process for a function and that is implemented in the same way at each location. This makes the performance of these functions smoother, balanced and more measurable.

For some tips on how to begin improving processes across multiple sites, be on the lookout for our future article on “How Standardization Improves Operations”.

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