Dan is the owner of Foodie, a successful restaurant. He loves what he does and has a great team. It’s like a big family. Except for one employee, John.
If Dan is the father of the family, John’s the mother. Employee of the month for the past 6 months. The customers love him. He’s also able to whip the other employees into action. Very charismatic fellow, this John.
There’s one problem though. One a few occasions, John had blocked some of Dan’s ideas to implement in the restaurant.
Dan wanted to install fingerprint readers, so payroll could be streamlined. But John, pulling the strings of the rest of the team, vetoed it.
Another time, Dan wanted to restructure the shifts of the staff. That was shot down also.
The restaurant wasn’t as lively if John decided to take a day off.
Dan felt like he was at the mercy of John.
A few of Dan’s friends had suggested Michael, a consultant, as a solution to be free of John.
Michael was brought in to turn foodie into a systems-dependent restaurant (i.e., create an Operations Manual). And free Dan from John’s mercy.
So, Michael got to work. He observed and documented all the tasks and procedures of the restaurant.
Then he created the systems each of these tasks fit into.
After that, he created job roles and responsibilities and assigned the tasks and procedures to each role. This way, everyone was clear on Who does What, When, and How.
Finally, Michael created a company structure to give an idea of who reports to whom and who’s responsible for what.
Michael also trained Dan on how to use the Operations Manual and also showed Dan how to train his staff using this.
Dan then hired a new employee, Sam, and got to work on training the entire staff.
Little by little, John began losing his grip on the other employees, since everyone was being trained to a standard. Things would be the same, even if John threatened to leave, or take some of the employees with him.
A few months later, John was still there. But thanks to the Operations Manual Dan was able to get back control of his restaurant.
Dan can now, using his Operations Manual, make sure that the standards of his restaurant don’t drop should anyone decide to leave. He can also copy paste everything to a new outlet, running just like the original.
He could even sell (or franchise) the business, if he wishes.