“That accounting system is great. It helps us track productivity and see “real time” revenue stream, project tracking, and utilization. This is going to really improve our operation.”
“That CRM system is awesome. It’s going to allow us to monitor sales and client activity, hit rates, incoming pipeline. We’ve got this really dialed in now.”
“Those spreadsheets for earned value tracking are so good for operations. All our problems are solved operationally, since we can now know exactly where projects stand at all times.”
Time out. Hold up. Reel it in. Yes, these systems are great. They are necessary for proper management at scale. They are part of best practices in professional services. BUT, they won’t change a thing if the mindset behind the people and the systems stays the same. They are just systems. The proper use and execution of systems from the right mindsets and applications are what helps to change things. The systems are tools, just like any other tools of a trade.
Buying a hammer doesn’t make us a Finish Carpenter. Buying a new stove doesn’t make us a good chef. Buying a tool or a system doesn’t guarantee compliance or results.
Good systems still need thought and sensible people behind them. In fact, in professional services, if given a choice, solid, experienced, smart people will trump a system or process every time. When both are applied together, it’s magic. Checking a box or using automation can make good better, but bad even worse.
2 thoughts on “Systems”
I’m in complete agree here John L Wheaton. It takes strategic effort, too, especially when it comes to customer data. I’ve been part of customer marketing, sales, and financial operations in which people just religiously collected data without any context of why they were collecting it or how it might be used.
Thanks Angela for the commentary. Appreciate you engaging in the conversation!