Strategic Value of Business Processes
for SMB Tech Companies

So, what sort of business processes would be appropriate for small and medium sized technology businesses and how can they use their processes as strategic assets?  Processes appropriate for these types of companies would give the company executives the ability to manage customer expectations, define project scope, and ensure consistent results for their clients as well as for themselves.  But more than that, Bob Ungaretti, President and CEO of Raven Technologies in Baltimore, says, "our processes build trust with our clients."

He adds, "our clients can know what we’re up to and rest assured that we will address their needs and handle them smoothly."  "By having a process, even for simple tasks, we operate more efficiently which means we save our clients money.  And, by showing our processes to our clients," Ungaretti explains, "they can appreciate that we’re not just winging it and see real value for what they’re paying us to do."

He highlights other advantages to having formal processes such as being able to make sure employees can pick up where others have left off and being consistent when communicating with their clients.  Just as importantly, Ungaretti’s uses the processes in his 21 year-old IT infrastructure solutions company to allow him to handle more work as well as handle larger clients without always adding staff.  They free him to win more business and build more relationships.

Without formal processes in place, executives have to rely on their own memories plus the memories and organizational skills of their employees to ensure that nothing falls through the cracks on client engagements.  For an executive to be such a critical part of each engagement means that any time they’re away for vacation, a trade show, or tending to family needs becomes an issue for the business.

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