Optimizing Remote Operations for Long-Term Success

Optimized operations is a must for any business regardless of size or industry. But, when a business converts its day to day operations from a centralized to a remote ecosystem it is imperative to redefine structure, processes, and systems for this new reality. Companies cannot simply keep doing what they were doing the same way they’ve always done it and expect to maintain efficiency, productivity, accountability, and profitability. In the short-term, or if the shift is only temporary, companies can likely succeed by making small adjustments and simple modifications. However, when remote work becomes the new normal, it’s time to optimize the new way of operating - organizations must rethink and redesign how they conduct business in order to provide the clarity and flexibility required for long-term success. 

Structure is the foundation of operations and enables accountability as well as efficiency. It is unlikely a former construct, which presumed a close physical proximity, will still serve these same objectives when teams become dispersed. Whether this requires more specialization or more cross-functional responsibility per role will be dependent on the business. Regardless, the  model has likely changed too and therefore the previous operations framework cannot provide proper clarity - the linchpin of accountability. Without a clearly defined structure, including functions and roles, people will not have a clear understanding of expectations, neither individual or organizational. Furthermore, staff won’t know who to communicate with about what or when nor how to do so. Structure facilitates people’s understanding of functional  contributions and the key gateways crucial to quality control and customer satisfaction, which leads businesses to next review it’s processes for efficiency and effectiveness. 

The standard operating procedures once used when teams and people were under one roof will likely require a thorough analysis to determine how to best optimize them for an efficient and productive remote workflow. Typically, remote processes require a more definitive set of steps and protocols to ensure personnel are able to communicate and work together efficiently to maintain profits and/or improve margins while fulfilling product promises and preserving quality. Although this enables better control, it does not mean leaders should use a top down approach. In fact, front line team members often need to be part of the decision making process when designing repeatable processes they are expected to carry out. This is done by engaging all stakeholders in the initial audit phase, as well as getting their continuous input and feedback as future processes are drafted and refined. This is especially important when establishing handoffs across functions which require clearly defined communication protocols throughout the workflow. Next, structure and processes must be combined with planning, measuring, and reporting goals, objectives, and metrics through systematization. 

Virtual operating systems (the way organizations manage the business) will not work when simply duplicating what and how things were done when everyone shared an office. Once structure is refined and new processes are implemented businesses should focus on continuity and cadence, tying everything together through a system for setting and managing objectives, holding people accountable, and ensuring competitive advantages remain strong. This includes revising meeting structure, times, and attendees for virtual meetings, as well as an examination of KPIs to revise and improve scorecards to better reflect the new model, revised structure, and amended processes. Organizations need rhythm to maintain progress and profits which is derived from clear expectations (structure & processes), plus effective meetings with proper measurement and reporting across the company. It is also imperative to review and revise the overall company vision in order to develop goals and metrics that matter.

All in all, optimizing operations is the best way to achieve sustainability for growth and scale. As businesses attempt to function in remote environments, it is crucial that their ops maximize efficiency and profitability while enhancing productivity and accountability. Properly defined structure and processes provide clarity and expectations needed for accountability, enabling efficiencies that produce profits and opportunities for continuous improvement. While a comprehensive operating system allows for continuity and growth - systematization enables organizations to manage change, operationalize strategies, and build a great company that can survive and thrive in the long run.