A system – also known as a process, a procedure, standard operating procedures (SOPs), work instructions, a ‘how-to’ document or workflow – is just a series of linear steps that, when followed, produces a predictable outcome. (Location 493)
this a two-person job where you just record what the person is already doing, while they’re doing it, and then assign someone else to document the system, you absolutely change the game! You can then maximise the accuracy of the process by getting the knowledgeable worker to review and edit the created documentation. Most people, if they have a choice, much prefer to edit something that already exists, rather than having to try to create something from a blank page. Get ‘version one’ of a system done by someone else (someone who likes writing these sorts of documents) and you’ll find it infinitely easier to get the knowledgeable worker to review it. Give it a try. Like many things in business, fighting strong resistance head-on is rarely the best way forward. (Location 940)
