With a small rapidly expanding contractor services business, I had a big problem. We were growing the business on the top line and losing money on the bottom.
The employees were in many different job categories: Sales, Estimating, Marketing, Administration, Accounting, Management, Supervision, Crew Leaders, Foreman and Technicians. Their time was extremely customer focused, either winning new business or servicing the business we had.They all had valuable information that needed to be shared with the rest of the team.
The business generated three files on every job, Sales/Estimating, Production, Administration / Accounting. When a job ended, the files were combined and placed in the warehouse. If I needed information, I had two choices: I could either find the person I thought knew the answer or track down the file and locate the hand written notes. (Which file was that anyway?)
If I needed a document, I had to hope that it made it into the file. (And too many times it wasn’t there.)This approach was not working. I knew this because the busier we got the less money we were making and the less effective we were at serving customers, billing work and managing our people. I began to search for a solution.