System for Creating Systems 2.0

At the risk of aging myself here … Did you ever see the TV show Heroes? It was about a group of ordinary people who suddenly discovered they had superhuman abilities like time travel, regeneration and telekinesis. As they tried to understand what was happening to them, they found themselves caught in a web of conspiracies, secret organisations and a supervillain named Sylar.

For some reason (and I wasn’t sure why until now), the bad guy’s method of stealing other characters’ abilities always stuck with me. To absorb their skills, he would cut the tops of his victims’ heads off, examine their brains and somehow “learn” how their powers worked, effectively absorbing their abilities while killing them in the process.

Sounds pretty gruesome, right? But you can understand why he quickly became so powerful. His real skill wasn’t the powers he stole. It was his ability to understand and replicate what made others special.

Now here’s the kicker. I’m going to teach you how to do the same thing, but without the killing. Following the last chapter and using the MVS dashboard, you now have a list of the skills you’re looking to understand, and you know who you’re going to have to meet to learn how they do what they do.

I know I’m having a little bit of fun here, but in all seriousness, you don’t realise how lucky you are to be doing this role. You’re going to be meeting with the best of the best in the organisation and you’re going to be learning from them firsthand how they do their role. In time, you will master the skill of skills extraction and repeatability. This ultimate superpower gives you unmatched visibility and understanding of how the business works. This is an extraordinary opportunity, and I want to ensure you realise that.

In my original SYSTEMology book, I introduced a system called the System for Creating Systems. It’s a step-by-step approach to capturing how people do what they do. It covers everything from identifying the results you’re looking to replicate to how processes are recorded, documented and stored. The method was revolutionary in its approach and has helped thousands of businesses build their operations manuals. That said, even till very recently, this has always been the biggest challenge in the whole SYSTEMology process.

I’ve seen it many times before: business owners get excited about systemising their operations, they identify their critical processes, and then … everything grinds to a halt at the documentation stage. The traditional approach was time-consuming and costly, and without a dedicated Systems Champion, it was nearly impossible for busy business owners to maintain momentum.

But here’s the good news: the emergence of AI has completely transformed how we approach system documentation. What once took hours can now be done in less than a minute. It’s almost like magic! A process that previously required multiple drafts and endless revisions can now be completed in a single, efficient workflow. You can now harness AI tools to transcribe recordings, generate initial drafts and even identify potential improvements. All while maintaining the human touch that makes systems truly effective.

What hasn’t changed is the fundamental principle. If you’re going to create 42 critical systems for your MVS, you need a clear, repeatable process. You need a system for creating your systems. I thought it might just be quicker to give you mine and you can tweak it to make it your own. Introducing the new and improved …

System for Creating Systems 2.0 (now with added AI)¶

Step 1: Identify the result¶

Start by picking one of the identified systems from your MVS to be your guinea pig. I suggest starting with something simple so you can become familiar with the process. Name it something clear but descriptive, for example, “Posting on Facebook” or “Processing Customer Refunds”.

Step 2: Identify who produces the result¶

Identify the knowledgeable worker who knows how to do the job for which you’re creating a system. We’ll extract the system from them and then aim to bring everyone else up to that standard.

Planning and communication is key here. I recommend recording a short video (using your preferred screen recording tool) explaining what you’re looking to do and send that to the knowledgeable worker, along with some notes on how they can best prepare.

Step 3: Choose your capture method¶

What’s the most effective way to capture your knowledgeable worker in action? Unlike Sylar, we don’t need to literally get inside someone’s head. A simple video recording will do just fine.

For tasks on the computer, use screen-recording software. For out-in-the-field tasks, consider video recording on your phone. For some processes, an audio interview might work best. The key is choosing the method that creates the least friction for your knowledgeable worker.

Step 4: Record the task¶

Engineer a comfortable and relaxed environment for the extraction. Remind the knowledgeable worker of the purpose of the exercise and put them at ease by emphasising that this is not about evaluating their process.

Have them walk you through the process, step by step, in the manner in which they would normally perform it, in as much detail as possible. Ask clarifying questions along the way to ensure you understand each step thoroughly.

The word “why” should be foremost in your thoughts throughout. It’s not just about the action but also about what the action is intended to achieve. Make a special note of key decision points and potential problems that can arise.

Just remember you’re capturing the first version of your system here. Don’t overthink this – keep it simple and capture the task as it’s being done today. You don’t need to cover every variation or every possible combination. Just capture what’s most probable.

Step 5: Generate the initial documentation¶

Here’s where our process has evolved significantly in recent times. Instead of spending hours manually transcribing and formatting, we now harness the power of AI to do the heavy lifting. Most modern recording tools include transcription features, so start by getting your recording transcribed.

Then, using AI tools like ChatGPT or systemHUB (more in the next chapter on this), convert that transcription into a structured system document in minutes rather than hours. You’ll then review and refine the output to ensure the AI didn’t make any obvious mistakes. Look for missing steps and details. Consider organising information for better clarity and logical flow. Consider adding in screenshots and video stills to illustrate some of the steps.

Step 6: Store it in systems management software¶

Now it’s time to store your documented system where the team can easily access it. Whether you’re using systemHUB or another platform, you’ll need to create the appropriate department folder and save the system with a clear, searchable title.

The goal here is to have a single central location where everything needed to complete this task lives together. And if you haven’t already selected your platform, I’ll explore this further and provide you with a software checklist in Chapter 13: “Accountable & Transparent”.

Step 7: Review with the knowledgeable worker¶

Once you have your first draft in place, it’s time to go back to your knowledgeable worker. Rather than having them simply read through the documentation, ask them to follow the steps the next time they complete the task. This real-world test drive will quickly reveal any gaps, errors or unclear instructions. Remember, they’re not just checking for accuracy. They’re ensuring the system is useful.

Step 8: Integrate and deploy¶

With your system documented and reviewed, it’s time to hand it over to the team. Work with the department head who’ll be overseeing this process. Share the system with them and ensure they understand both the process and the expected outcomes. They’re best positioned to train their team and monitor the system’s effectiveness day to day.

I suggest they follow this three-step training approach. First demonstrate the task following the system, then complete it together and finally observe them doing it independently. This continues until the team member can successfully complete the task without intervention.

As the system gets used regularly, encourage feedback. The goal isn’t perfection from day one: it’s continuous improvement over time. Every time someone uses the system is an opportunity to make it a little better. Work with supervisors to gather insights from their teams and implement valuable improvements.

Remember this: a system is never truly finished. Think of it as a living document that grows and evolves with your business. Your role is to ensure it stays current and effective, while the supervisors handle the day-to-day implementation and training.

Make it your own¶

I’ve just walked you through my updated System for Creating Systems 2.0, but here’s something important to understand. I’ve generalised, simplified and added commentary to help with your understanding. I wanted to give you a solid starting point. But remember: every business has its unique ways of working. Your team might prefer different tools, or your industry might require additional steps for compliance or quality control.

So think of my outline like a starting point that you’ll build upon and tailor. It’s your job to take what I have provided here and turn it into an actual system you and your team can follow.

Would it be helpful to see some more examples of what the final output might look like? Visit SystemsChampion.com/resources.