Like the old chicken and egg question, which came first, structure or process? We use processes to build structures that then support the processes that maintain them. When it comes to the definition of quality, we erect the structures that define the minimum standards we will accept in our products and services and then establish the processes needed to maintain those standards. Consciously or not, we recognize the difference. The structure defines; the process fulfills.
When you commit to growing your business, you commit your staff to more than just an increase in production and sales. You commit to upholding a standard of quality that will support growth and must put into place–if you haven’t already–systems or processes that streamline the anticipated increase in workload. The best, most thoughtfully designed processes cannot anticipate every scenario or accommodate every change, which means that the structures upon which your business rests must be sturdy enough to scale with fluctuations in growth and your processes must be reassessed periodically to identify those areas where expansion or contraction is necessary to ensure you can keep your promises to your clients.
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