Zoho Services Made Simple,
Business Growth Made Easier

The process begins when a need surfaces, making itself apparent to either BMI or to our clients. We don't rely on our clients to highlight their needs, BMI takes a proactive approach and constantly seeks to find the next thing to improve, so you don't have to. Whether the need is identified by our clients, or our staff, the process starts with defining the challenge, and which skillsets and expertise should be involved in the solutions development (don't send in the Accounting expertise for HR challenges!)

Why, why, why, why, why? The well-established Toyota methodology of the 5 Whys is the next step in the process. Like a doctor doing diagnostics, the identification of a need (a symptom, as it were) does not mean that the root cause has been identified. This crucial step is so often skipped, where others apply a remedy to address the need without deep-diving into the cause. BMI forces both our clients and staff to answer the 5 Whys, arriving at the true crux of the need, and beginning solution formulation from there.

Plan rigorously, execute rapidly. Identification of the core of what needs to be addressed is often exciting, and the desire to fly into action is strong. BMI knows that planning is the foundation upon which execution is laid, and so all options must be considered. To build a system with scalability, efficiency, and longevity at its heart, time must be spent determining which of the multitude of solutions is the best.

The odd-ball step, and another crucial step that is so often skipped by others, the next (and final) step before implementation is to talk to the stakeholders. In the Toyota Way, this is defined as respect, to take their opinions, feedback, and suggestions into consideration. More importantly, BMI knows that the best solutions are not the ones that solely address managerial concerns; the best solutions are the ones that address the concerns and are widely adopted. Top-down changes without talking to the stakeholders - those affected by the changes - are often met with resistance, hesitation, or overlook factors important to the team. A solution that doesn't have team buy-in isn't actually a solution.

The plan is set, the team is onboard, let's build the solution! Implementation is the most straightforward step, and the one that most want to rush to right away. By delaying implementation to put all the other factors into place, the solution implemented is far superior to any alternative. This is also the most fun step, as you get to see your Zoho suite take shape, transforming to better suit your needs, and relieve a pain point.

The solution is in place, but the process is not over. Known as management by walking around, it is important to take the time to check with the stakeholders how the solution is working. Observing the effects of the solution by talking directly to those impacted provides far more valuable insights and data: data that can be used to better adjust the system, make small tweaks, changes, and improvements. The first implemented version of the solution is never perfect, and multiple iterations based on this real data, use-cases, and feedback will guide all the future versions.

Armed with real use-case data and stakeholder feedback, another round of refinement and implementation takes place. In fact, refinement will continue indefinitely until the ROI Evaluation is satisfied. With each iteration, there are diminishing returns, so it is important to actively ensure that the return from further refinements are balanced against the resources required to make the improvement. Where this balance is differs based on many variables, but there is always a point to move on to the next solution, actively making sure that perfection is not the enemy of excellent, nor a blinding goal. Every system will always need further refinement. The secret is to focus on the systems that produce the highest ROI.

Lather, Rinse, Repeat! Business is dynamic, people change, markets shift, and solutions open new possibilities. Without fail, the implementation of one solution provides new insight into a new need, and the cycle begins anew. BMI knows that Perpetual Refinement is the difference between a good and great company, and works diligently to always be implementing the next system for you that will make the greatest difference to you, your team, and your company's success.