Process is the key

 Process is not something that is taught in a class. Contrary to what experts will tell you - business process is simple and  easy - if you start from the basics. Here are some principles that you can use to define your business process:

• Understand and document in detail a business process. For ex - a lead is obtained from a lead source. Some possible questions are: 
  From where does the lead originate
  Who assigns the lead and who tracks the lead
  When is the lead contacted again
  Did the deal close, if not why
  Is there a process to contact the lead after a fixed date.   
• Explain the process to every employee in the process chain - from the lead administrator, sales rep, sales manager and the marketing manager in detail.
• Use a business management system to record each stage in the process.
• Valuable business decisions can be taken with a well  business management system to record each stage of the process.

Here are a sample of other questions that will enable you to make better process decisions:

• What is the lead to close ratio?
• Which sales rep closes what types of deals?
  
• When do I need a new rep and in which territory
• How can  motivate my reps better
• What information do my reps need to become more productive ?
• Can I tweak the IT application to provide a better user interface ?

Employees can be better  trained and mentored by observing high and low achievers based on the business management system
Most importantly - the busines management system should be simple and easy to use. Attention to user interface such as minimizing the # of clicks to record a process is essential. If the system becomes complex, the employees wil either stop using the system or spend a lot of time entering information - a negative impact that reduces productivity.
Now that the business process methods have been defined, the next step is to understand what are the  elements of a business management system and how IT can help to fine tune the business process.