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Leadership Card 28 – Make It Repeatable (Lean CX model)
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How does a single restaurant manage to stay in business? Thousands of restaurants go out of business every year. Possibly hundreds of thousands, if you look at the industry around the world. So how does one manage to survive?
But then let’s take it a step further – how does a restaurant not only survive, thrive, scaling to over 36,000 stores worldwide?
36,000 stores. That’s roughly how many McDonald’s family restaurants there are around the globe, and it all started with a single one nearly 80 years ago. The McDonald brothers made burgers so well, so fresh, and so fast, and so repeatably that their model was able to be scaled to other stores quickly. It could be taught quickly, it could be replicated quickly, and each new store could have success quickly all because of one simple approach: Capturing their process and making it repeatable.
You see, every tiny piece of the process that went into making a McDonald’s hamburger was looked at, written down, and then improved and streamlined until it was the fastest burger at a very low price that could be found anywhere, for a long time.
By making their process so repeatable by anyone who came along, they were able to hire kids still in school, as their first job, and train them in their repeatable process. They didn’t need to hire people with degrees (costing them more) and anyone they did hire had great success at their work because it was made clear and simple.
2018 and Beyond – Scaling Drivers Worldwide
But it’s not just burgers that have a process that can be made repeatable. It’s anything. And when you do this, you can scale your business beyond anything you had ever thought of before.
In 2009, could you have ever imagined that more than two million individual drivers from around the world would all be trained and working towards a common goal? Well that’s exactly what Uber has done, and exactly why it is worth 70 billion dollars today. They used the power of technology and delivered it in an app, error proofing with automatic payments, GPS tracking and simple visual management where you could see exactly where your driver or passenger was. They made the process repeatable.
What Can You Make Repeatable?
Now it’s over to you. Everything can be made repeatable, and everything can be simplified. What are some areas in your business that you just know you need to clarify, write down the steps for, and then make a little bit simpler?
The Lean CX (or Ease of Use) framework shows you exactly how to simplify your work and your customer experience. Clarifying the steps to getting the outcomes you want, therefore making them repeatable by anyone, is the first step to simplification.
Chat soon – David McLachlan
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