FAQ

Q: Don’t staff feel more comfortable with a manual in their hands that they can refer to when needed?

A: This is true for some staff who likes a hard copy document to work from. This is also quite natural as we have been “etching”, writing, and reading using hard copy for centuries. However, there are significant limitations with hard copy in the modern business environment. They are difficult to edit once published and go out of date quickly. They also cost money to print, copy and distribute and can involve a lot of technical reading depending on the complexity of the information. Manuals often provide a fragmentary picture of a business process with the common use of “screen shot” images to support the text. Lastly, manuals are not often written by the actual people that perform the process with it being more common for the writer to question and interpret what the process is. Altogether, a hard copy document is inflexible and poorly leverages current multi-media computer technology.



Q: Why do I need to document my processes anyway when my business is running just fine with out them?

A: I would say that the majority of businesses do not have documented processes in place and this is reflected in the high failure rate of businesses within the first five years. Without knowing exactly HOW your business is creating value for customers it is extremely difficult to provide consistency to any value that you DO create. Factors such as strong demand, favorable exchange rates, or lack of competition are just some situations that can mask business deficiencies that staff and owners may have no awareness of. An example of a clearly documented and understood system would be the road traffic system which is the best we currently have. Users of the traffic system understand (for the most part), the rules and how to use the various components of the system such as traffic lights, intersections, and freeways. Equipped with this system and knowledge, millions of commuters make their way to and from work every day with a minimum of fuss. Without it, commuting to work would be chaos - fraught with difficulty and danger with no predictability to the process of driving to work.



Q: We don’t use computers a lot in my business as most of the work is manual labor so how would the business benefit from documenting our processes using video or some other method?

A: If the information on how to complete a manual or computer based process is in the “head” of the owner or staff member, when that person leaves, so too does the knowledge - it’s as simple as that. Fortunately, the documentation or recording of manual processes is no more difficult than for computer based processes, it is just that video hardware is used instead of video software. For businesses that don’t use computers, there are various other ways to communicate video based process information. Hard copy documentation may still be relevant in summary or “cheat sheet” formats but the richness and realism of a “real time” process video is where the major transference of knowledge takes place. All that is required is a video playing device such as a TV coupled with a traditional VHS video player or more recent technology such as a portable DVD/CD player or video I-Pod. The range of hardware devices for playing video has grown significantly while prices have decreased.



Q: I often use contractors to do a lot of work that I don’t want to do but have been struggling to have it done the way I want it. Can these videos be used to train contractors?

A: Business Process Video is one of the most accurate ways of communicating exactly what process you want someone to perform along with service level agreements, business rules, and key measures etc. With such clear communication comes clear accountability so if a process hasn’t been performed as shown it is difficult to find an excuse. Complex processes can be recorded quickly then the videos e-mailed for outsourced workers or contractors to work on. This enables business owners and managers to be far more creative and flexible in their assignment of work.