The Key Frustrations Process

Transforming Frustrations Into Systems:The Key Frustrations Process

Why Systems? To deliver Your Brand Promise,On Time, Every Time To Enable Company Growth andExpansion Without Chaos Supports Consistent BusinessResults Drives Innovation Creates Company Value

Key Frustrations ProcessIn the middle of difficulty lies opportunity.~Albert Einstein

Common Reactions to Frustrations Anger Stress Anxiety Resentment Hostility Powerlessness

Key Frustrations Process Step-by-step technique Identifies the true problem Targets underlying root cause Create a systems solution

The Key Frustrations Process Teaches the skill of systemicthinking. Deals with immediate businessfrustrations and eliminates theirrecurrence. Shifts toxic work environmentsfilled with blame. Creates a culture that seesproblems as opportunities.

“Systems” in your Business Processes Routines Checklists Scripts Best Practices Policies Org. Chart Reports Meetings Trainings

The Key Frustrations Process Overview1. State a single frustration.2. Explore the contributions and restate it as a system-directedfrustration.3. Uncover the underlying condition.4. Quantify the impact of the frustration.5. Identify the generic system solution.6. Assess your commitment to solving the problem.7. Define the specific system solution.8. Implement (test and refine) the system.

Key Frustrations ProcessStep 1:Ask: “What frustrates orbothers me on a regularbasis?”

Step 2: Classify the Primary CauseOuter Directed (It’s all your fault)

I have NO SYSTEM!System Directed

Step 3: Determine the underlying businesscondition or root cause.Systemic Thinking!

Business Disciplines: In these top three Centers, foundational/strategic “systems” must be put in place.Without these systems - that inform and validate the business strategies - the “Activities” of the business willbe plagued with issues, frustrations, breakdowns. These systems are inward facing and directly impact theability of managers to make sound decisions. They also impact the employee experience.Business Activities: In the bottom three Centers, you find the operational/tactical “systems.” Theseare outward facing that directly touch customers. The majority of the frustrations and problems clientsdiscuss are happening here, but the root cause is found in missing systems above.

Step 3: Investigation and Impact Why is this occurring? How long has this been going on? When does this occur? What is the impact? Who is impacted? How much time is lost? How much money is lost? What other areas of the businessare impacted?

Key Frustration: “Not Enough Sales”Lead Generation: This could mean the not enough leads comingin and/or the wrong people are being attracted to the business.Do they track where leads come from? What is the best leadsource? Do they know?Lead Conversion: Because the “wrong” people arecoming and, therefore, impossible to convert. Or, the“value proposition” is off How do you compare to yourcompetitors? What about pricing? Messages?Channels? Does the sales process have quantifiablebenchmarks? Does everybody follow the system?Client Fulfillment: This could mean the promisehas been broken and the customer experience ispoor, therefore, your reputation is on the line; Noreferrals (passive or active) happen. Even worst,customers vote with their feet and talk negativelyabout the business.

Key Frustration: Not Enough Leads. Why do your customers choose you overyour competition? Do you have a current analysis of yourcompetition? Do you know why your customers chooseyou? Do you know how your customers feel aboutthe experience they get at your business? How would you describe your target market? How does your target market think andmake decisions? Have you ever tested differentmessages/offers to see what yourcustomers respond more to?

Step 4: Translate into System SolutionFrustration:I’m frustrated at the number of timesI’m interrupted each day forinformation on pricing.Generic System Solution:We need to create a Pricing FormulaWorksheet that our reps can easilyplug in numbers and get a real-timeestimate.

Step 5: Affirm Your CommitmentPrioritize systems development based onthe impact to customers and the impact tobusiness results. (Step 3)$25,000.00Take action.$20,000.00$15,000.00$18,164.16Month-End Projec on$10,000.00$5,000.00$6,595.80$7,722.00 $7,180.75$5,137.10$6,600.80$10,470.15$4,972.65$19,860.90 $20,216.20$17,123.20$15,136.80As of 11/17/11$0.00Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov

Step 6: Develop the System Solution

Step 7: Implement, Test, Refine

Key Frustrations Process ExampleMeetMarcia

Follow-up Activity & Discussion Shift your perspective Adopt the KFP Process and use it Keep a Key Frustrations log(individual/department/company) Make a standing agenda item for staffmeetings Start small Develop your business developingsystems and eliminating frustrationsonce and for all Practice now with your Team Leader

Follow E-Myth on Twitter

Thank You28