Durante los años en que hemos estado laborando, hemos tenido la dicha de conocer muchas organizaciones que nos han enseñado útiles lecciones; las cuales hemos podido digerir poco a poco para luego aprovechar en centenares de ocasiones. Lecciones que han permitido mejorar nuestras prácticas, estilo, y hasta nuestros valores, logrando así calar en la base de todo nuestro ser. Y la mejora se debe a que tomamos lo bueno de cada una, pese a que muchas de esas experiencias hayan sido poco agradables.
La primera lección, no por haber llegado al inicio de este recorrido profesional, sino porque es la más importante, es la necesidad de estandarizar. Para quienes no están familiarizados con el tema, significa realizar alguna acción siguiendo un patrón o modelo. Sí, sé que suena un tanto “cuadrado”, que vayas a actuar conforme a unos preceptos ¡y eso no dejará aprovechar el potencial de tu creatividad!, pero créeme que esa es la concepción negativa del consejo; razón por la cual muchas empresas no lo practican.
El estandarizar, como estrategia para tu negocio, implica que debes:
1) determinar la mejor manera de hacer el trabajo.
2) implementar esas mejoras sistemáticamente.
3) seguir buscando una manera aún mejor de hacer las cosas
4) implementar las mejoras sistemáticamente… hasta que el ciclo llegue a su fin y se presenten innovaciones.
En términos prácticos, si tu negocio es vender churros, entonces inicialmente debes idear una receta tal que proporcione unos deliciosos churros, la utilizas cada vez que los vayas a elaborar hasta que consigas una receta más sabrosa para ese postre. Y siempre sigues esa fórmula exitosa, al menos hasta que se te ocurra o surja en el mercado una manera diferente de hacer los churros (esto implica el surgimiento de alguna técnica nueva) Simple, ¿no? El estandarizar se vuelve más cuesta arriba cuando lo extrapolas a otras áreas del negocio, por ejemplo, la contratación de personal, el diseño de tu página web, el mercadeo de tus productos, la inclusión de nuevos servicios…- una lista muy breve considerando todo lo que debemos hacer en nuestro emprendimiento -.
Por experiencia, hemos notado que asumir que estandarizar es “cuesta arriba” es lo que no ha permitido que sea una práctica común en los negocios chilenos. Y al no llevarla a cabo, pocos reconocen que la relación costo-beneficio es muy positiva para quienes ingresan a sus filas el principio de estandarizar. Que un cliente vaya a tu tienda, le guste lo que ve, lo compre, regrese por más y te recomiende como una tienda confiable, es un privilegio que pocos afortunados han gozado. Y ese logro es gracias a que la primera y la segunda experiencia fueron igualmente satisfactorias para tu cliente, algo que la estandarización ayuda a conseguir.
Entonces, si te animas a invertir en tan importante práctica, vas a agregar valor con creces a tu empresa: tus clientes te lo sabrán agradecer, tus colaboradores trabajarán de manera más eficaz, y tú, mi estimado emprendedor, nos estarás acompañando en este satisfactorio camino de mejorar la calidad de servicio de nuestro hermoso Chile, necesidad perentoria en los tiempos actuales en que nos encontramos.
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