Whack-a-Mole - or why your business may be sending you completely nuts...

There is a game of speed and anticipation - it's called Whack-a-Mole and involves smacking synthetic Moles over the head as they randomly appear through a set of holes set out in a table...

It doesn't matter how good you are, there will always be a Mole that beats you and how ever many you manage to smack - there is always another one ready to randomly appear..

Sound familiar...?

For many people in business - and life come to think of it - they seem to spend most of their time attempting to smack metaphorical Moles over the head...

These Moles may be IT issues, Employee challenges, Client problems or simply Family dramas...

As soon as one Mole is smacked - another appears - there never seems to be a period of calm during which the business can be proactively built and developed; everyone is too busy whacking the next Mole..

So Why is This...?

First, business is rarely straight forwards and simple - the bigger your business gets the more challenges and Moles you'll have to whack...

Moles are generally "built in" to the fabric of the business - whether it be the people you recruit, the systems you invest in or the service levels you deliver...

Every company has them...

But here's how they can be minimised...

1. Start with a Plan - what is the Vision for your business, what are you aspiring to achieve and by when...?
   
   Be really clear about the standards of performance you need from your Team and your Suppliers - and don't compromise on either of them...
   
   Do your Team deserve to work with you and are your suppliers good enough to keep up with you...?
   

   Expect excellence from everyone associated with you...

   
   Some years ago, I was working with a fastener manufacturing business who were struggling to get their suppliers to achieve the required quality standards - they were continually having to whack the Mole of non-conformance...
   
   They needed to achieve a consistent standard of product with no more than 10 parts per 10 thousand being out of tolerance - not even close to the Six Sigma standards that should be achievable - but they struggled to get suppliers to get anywhere near it...
   
   In frustration, they contacted a Japanese manufacturer and asked them to help - giving them the same 10 parts per 10,000 error rate for acceptability...
   
   When the first pallet of 10,000 fasteners showed up - they were perfectly packed and identified. On the back of the pallet was a "jiffy" bag containing a letter and 10 defective components...
   
   The letter stated...
   

   We are not entirely sure why you would want 10 defective components delivered with your order - but here they are as requested...

2. Buy the Best - my Grandfather gave me a piece of solid advice when I was a youngster - he told me to always buy products and services that were one price band higher than I could actually afford...
   
   This rule applies in business - hire the very best people, get the best technology and deliver best in class customer service at all times..
   
   This applies to people, systems, tooling as well as cars, houses and holidays.
   
   His argument was simply...
   

   The bitterness of poor quality lasts long after the sweetness of low price has faded...

3. Accountability - your Team have to be accountable for their actions and results. Your job as leader is to recruit the best talent, train them and give them an environment that encourages excellence. 
   
   Then you have to allow them to do their job and be accountable for the outcomes - otherwise not only will you be Whacking your own Moles - you'll be Whacking theirs too...
4. Systematise Everything - approach your business as if it is a Franchise...
   
   Not that you have to be the McDonalds of your field - although that may be a good thing in reality - but have systems  to support the business so that the business will support you...
   
   Systems make the business run in a consistent predictable way, it gives confidence to your customers and a framework for your Team. Meaning that errors and non conformance can be reduced...
   
   Systems also make your business more valuable, expandable and saleable - it is a lot easier to duplicate a systemised business than it is one that needs a team of Whack-a-Mole champions...