Process makes perfect

By Stuart_Selbst
In MSP Coaching
July 11, 2013

Stuart Selbst / Stuart Selbst

Process-DevelopmentQuite often we speak of processes for sales, for marketing, even for delivering our services. But, too often those processes go undocumented and we end up “winging it.” I have been helping MSPs, or Managed Services Providers, develop and improve their processes for almost 5 years now. Some have succeeded and some have failed in implementing their own processes.

At Stuart Selbst Consulting we take process development and improvement very seriously. Because we do, both Loree and I have both chosen to get certified in Six Sigma methodology, I received my first Six Sigma certification yesterday. Although we are just getting around to becoming certified, we have both been using the methodologies in our respective work for years.  If you aren’t familiar with it, Six Sigma is a quality management methodology that uses a number of different theories and tools to improve upon the processes of a business. Simply put, Six Sigma results in near perfect products and services that meet and more than likely exceed the expectation of customers, while reducing the amount of time, money and resources expended. As Six Sigma demonstrates, “With less input, a greater output will be realized.”

In the last 4 years, we’ve had many MSP owners hire us to help them grow their sales. Many times we are very successful with that. But more often than not, there are much bigger issues within the company. This is especially true when the company is small and should be able to be more flexible as they grow. Our method is to observe the current process and give our input. Only then can we begin the work because no one can fix a problem until it has been identified. The business owner engages with us because they know they can’t do it all on their own anymore. But time and again, we face a hurdle with getting the staff on-board to buy into the need to change so that processes can be improved.  Growth can be painful and frightening and push back is to be expected.  However, when we finally get 100% buy in the pain starts to go away and profits and new business begin to flow because customer satisfaction has gone through the roof.

My best advice is to build a good and proven process, stop winging it. If you continue to “wing it”, you will just be chasing your tail. If you know you need to make changes but don’t know how or where to start, call Loree or me. We have a couple of openings for new partners and would love to help you. I promise you that once you engage in your business and change the parts that no longer work, you will find more business. You will also experience higher levels of customer satisfaction and create a great place for your staff to come to work every day.

All the best in success,


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