apply consistency to service, processes and standards.
by ed mendlowitz
tax season opportunity guide
one way to guarantee extra work is to have everything always done differently each time it is done.
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not establishing uniform procedures is bad business and unnecessarily consumes part of your life. consistency in performance reduces work and review time and creates a greater reliance on the staff people.
- establish checklists whenever repetitive procedures are to be performed. also make sure the checklists are used. staff need to learn that the checklists are necessary for them to do their work properly. they are not to be filled out after the work is completed as “punishment.”
- partners, managers and reviewers are responsible for the checklist use. when they aren’t used or aren’t used properly, the staff needs to be told they did not do the job right and it is their responsibility to use the checklist as they do the work.
- an owner or effective manager needs to examine processes and, where applicable, create standardized methods.
- standards must be consistent. ethics, morals and courtesy are not guidelines, but the way to act in all situations.
- be consistent.