Engagement Recap: How Quix Plumbing strengthened their EOS Process Component with BuildTheProcess
Watch the Full Interview Here!
Overview:
After collaborating with a client to document and streamline their Process Component™, we find it critical to celebrate their success. Especially after completing an important task for any company running on EOS®. In addition, we like to reflect and share the valuable insight that our clients can offer others when it comes to strengthening the Process Component™ of their business.
Over the past 90 days, BuildTheProcess has been collaborating with Quix Plumbing Service. A full service plumbing and heating company located in Brooklyn, New York. As a company, Quix has seen rapid growth and success, and the company knew it was time to take a step back, document, and streamline the core processes that they have been relying on.
At the end of our 90 days, we had the opportunity to have a process conversation with Quix Plumbing Service Integrator Chris Beer from the Wizard of Ops Team. We asked Chris key questions related to Quix’s experience documenting their core processes, implementing a company playbook, and collaborating with us to strengthen their Process Component™.
Where was Quix before we started working together?
“Process was the thing that we found was missing. We had quite a few things that were documented in bits and pieces and in various places. We wanted them in one piece while also getting an outside perspective from BuildTheProcess.”
What were some of the feelings?
“A lot of the knowledge was held by one person and designed by one person. So it was good to have the outside perspective from BuildTheProcess as well as to see the team coming together to poke holes and ask questions about our processes.”
What was it like working with BuildTheProcess?
“No surprise, BuildTheProcess has a process! The team kicked off the project and walked us through the expectations which I thought was very important with helping us understand the workflow and what we needed to do in order to make it successful. So a couple of things that stood out to our visionary and myself were that the team set regular meetings that were twice a week and were really ‘take it or lose it’. That really kept us on track. The team also sent a weekly recap email that helped keep an eye on everything and make sure the project was moving forward. At the beginning, we had a clear understanding of what we could accomplish if we buckled up and did the things that we needed to do which was really helpful. As an Integrator, my job is to keep the team members moving forward in the same directions while removing obstacles. BuildTheProcess was a great partner in that. The great thing is that at the end of the three months working together, we had these beautiful living process documents in Trainual that we can refer to and help train people with.”
From the Process Owner Standpoint, what was the feedback?
“ I think the process owners started with a healthy dose of skepticism. Which makes sense, because we already had things written down on paper. They really came to enjoy the sessions because they got to leave these calls knowing that their processes were better and easier to understand. “
What changes have you seen in the team, company, and operations?
“I think one happy surprise is that we got to use the documentation right away since we had a new employee. We were able to lean into having the processes documented in Trainual. It really provided the new hire with what they felt was a professional and well structured process for their onboarding and training.”
Advice for others working on the process component?
“I have learned from experience that you can read and YouTube all day long, but there is no substitute for hiring an expert for a one time project and it saves your business time, money, and energy. If you bring in a professional with the experience, skills, and proven process to get it done, that’s the way to go for minimal risk. I think that anyone on the fence about if the investment is worth it, just flip it and imagine what would happen if you don’t make the investment.”
Final Thoughts:
Taking the time to strengthen the Process Component™ of any business can prove to be a challenge especially without the right internal resources or a clear plan in place. Yet the entire Quix team was committed to seeing their Process Component™ documented, and Followed By All in their new company playbook (Trainual).
While everyone at Quix knew how their department's processes worked, taking the time to document, streamline, and obtain approval on each individual process was incredibly beneficial. Throughout our working sessions together, we collaborated with Process Owners to take what they already knew about their processes and look at them from an outside perspective. While these working sessions and conversations can be tough, they ultimately surface additional opportunities for improvement that can be implemented. Our favorite part is seeing Process Owners begin to think in terms of process over the course of our working sessions! By documenting each process, the Quix team was able to gain additional visibility into each process, and additional improvements that could be made to further streamline and scale their operations.
Additionally, the new company playbook that Quix has in Trainual is creating a phenomenal onboarding experience for new hires. With their newly documented processes, the Quix team is able to acclimate new hires to their processes from day one ensuring that the new hire quickly becomes confident in their new role, and the processes that they are going to be involved in.
We are glad we had the opportunity to collaborate with Quix Plumbing Service to document, streamline and ultimately strengthen their Process Component™! Congratulations Quix!
