Company Values

System-based Work Methodology

  • This business is built on proven systems of working.
  • Our job is to apply those systems to turn the work around efficiently.
  • Our job is also to work on the systems to improve them where needed.
  • All decisions should be made by referring to the systems.
  • The system only works if all the parts work as expected (like a machine).
  • Every cog in a machine is vital, or the machine won’t work.

In order for the systems to work, there are several things that we must do.

  • We only commit to do something in the way that is described in the system. This ensures that every customer is treated in the same way.
  • Where a system does not exist for a scenario, we will work to build a system for that exception and share it with the team.
  • We will do everything we promised to do, as it is described by the system, within the timescales promised.
  • We will use the systems to help prevent our human failings – for example, we will use the computer to remind us actions we need to take.
  • If there is something outside of my control that affects what I have committed to do, I will communicate it at the first opportunity and will rely on the systems to help me control the outcome.
  • I will not become involved in non-systemised work, unless I have been given special time in which to do it.
  • I will not take responsibility or ownership for something that should be managed elsewhere, as this defeats the balancing of the work load.
  • If a system fails, I will investigate the reasons and put forward a suggestion to mitigate the risk.
  • If an outcome deviates from that which was planned, I will take the initiative to research further, using systems and available documentation, before attempting to obtain another person’s input.
  • If I get someone else’s input, I will add the information they provide to me to our collective systems so that other people can benefit from my initiative and that person’s input.

Security and Organisation to support the systems

  • I commit to ensuring all company information is kept secure and away from prying eyes
  • I will only keep current information in my immediate work area
  • I will keep historical information in an archive
  • I commit to systemising my work to ensure that anyone, myself included, can lay their hands easily on information that is needed

Ability to work in a systemised way

  • I commit to full concentration during my working day.  In particular, I will:
    • Switch my personal phone to silent and only refer to it when I go for my allotted breaks.
    • I will use the workplace as a place as a refuge from home-related issues.
  • I will value my team-mates’ working time and consider their concentration levels before approaching and interrupting them.
  • Queue for advice and attention through the use of communication systems, so that I can continue with other work until the resource is free.
  • I will listen to instructions given to me and ask questions until I understand the reason for the request and the expected outcome.
  • If I give someone else an instruction on how to do something, I realise that I must ensure that they fully understand what they have been asked to do.
  • All customers will be treated in a consistent manner, regardless of their approach.
  • I will share my best methods and will learn from my colleagues best methods.
  • I will write down everything that I do so that it can be included in the systems.

Pride and Integrity

  • I have pride in our systems and consider them an insurance policy against things going wrong.
  • I always strive for the company to be better, even though it is good now.
  • I take a pride in the way that I deal with other people – customers, clients, colleagues, suppliers or other individuals.
  •  I will always treat others the way that I would expect to be treated, even if they are emotionally frustrated and may not be giving me the same courtesy.
  • I will rise above ‘fight-starter’ comments and actions put deliberately in front of me to try and get me to react. 
  • I will only treat someone as I would treat a valued, loved and respected member of my family.
  • I am proud of working for the company and with my valued team members. 
  • I am proud of the values this company has and I have a strong belief that these values will improve the business.
  • Where I see an opportunity to improve the company values, I will make my suggestions, providing evidence to support my claim.
  • I will be honest and truthful, in both my beliefs and the facts, within the company.
  • I am a person my colleagues can depend on.
  • I will not make unreasonable demands of my colleagues.
  • I will weigh up the importance of my task with the importance of the task of a colleague who asks for my help, using the systems to help.
  • We are not just here to earn a wage.  If we were working just for a wage, we’d be stacking shelves in tesco, etc.
  • I will always complete the task to the best of my ability.
  • I take my actions seriously.
  • I will be proud of my abilities and achievements.

Communication and Relationships

  • I will be polite to everyone I deal with, even if I don’t feel like it.
  • I will always allow people to make their point and finish what they say before responding.
  • Before responding to something someone else has said, I will take time to consider what the person has said.
  • I will only give my colleagues constructive criticism, providing evidence and examples to aid understanding.
  • I will react calmly and take time to consider constructive criticism made to me.
  • I will make my point in the most concise way possible
  • I will not call people by nicknames that are derogatory as this creates negative feelings
  • I will treat my suppliers with the same level of courtesy and consideration as I would for my customers.
  • We are all members of the same team, all trying to achieve the same objective.
  • We will always consider the goals of the company when undertaking a new task. I will ask myself, “Does what I’m doing help towards my company’s goal?”
  • When communicating a change or other vital information, I will try to relay the information by a method that is efficient.
  • I will respect the privacy of business meetings.
  • I will always try to find a solution without deferring to Peter.  I will act as if Peter were not in the country.
  • If I see a team member struggling, I will gladly offer my assistance.
  • If I have an issue with another member of the team, I will speak with that person outside of the office (in the car-park or a similar non-office zone), in order to maintain the good feeling in our office.
  • Inappropriate Language kept to a minimum (especially when we’ve got visitors).

Learning and Education

  • As a human being, I accept that I will sometimes make mistakes.  I will learn from my mistakes and the mistakes of my colleagues.
  • When I ask for advice, guidance or training, I will take notes to ensure that I do not have to ask the same question again.
  • If a system is failing, I will stop using it and find a way to make it work before continuing to use it.
  • I take ownership of my own learning and education.  I will use the resources provided to me to actively seek out additional knowledge and learn new skills.
  • I realise that learning is a self-driven process and is not a passive activity (i.e. being ‘taught’) and direct tuition is not necessarily the best way to learn.
  • Even if I have never done something before, I am willing to research and have a go.
  • If I have knowledge that I know my colleagues need, it is my responsibility to share this information
  • Before asking a colleague, I will exhaust all reference materials and system-driven processes.
  • If my reference material and systems do not give me an answer, I will defer to my team-mates first, followed by my line manager.
  • I will only criticise a person, product or process if I have concrete evidence to back it up.
  • I will not make assumptions.  I will seek out all facts and be sure that they are facts and not opinions before making a decision.
  • I will use the processes to aid my decision-making

Balance and Enjoyment

  • I will keep discussion of “what did you do last night” to the first ten minutes of the day.
  • The workplace will be fun, because the work is fun.
  • I will not bring others down with my moods.
  • If I see a member of the team who appears a bit down, I will do my best to help lift their mood, but I won’t let them sit in a pity party and join them there.
  • I will not make negative remarks about a system, product or person.
  • I will not limit myself with self-fulfilling prophesies (such as “I can’t do that…”)

Growth and the future

  • By using these points of culture, we are building a business that will grow and become more successful.
  • With every system we implement, we will consider the possibility of the business being 5, 10 or 100 times the size. Will the system scale to this size?