Building Superuser Programs That Succeed

Structural scalability

Scalability is a strategic goal, but you also need to think at a tactical level. Design your program structure to be as self-sustaining as possible so that it doesn’t become heavily dependant on any internal paid resource.

The simplest way to do this is to build recruiting and training into the program itself. By making existing members responsible for bringing in and upskilling new members you can concentrate your organizational resources in other areas. Keep control at a high level to ensure consistency and maintain quality as you grow. Keep control at a high level to ensure consistency and maintain quality as you grow.

Having well documented training material that speaks for itself and is accompanied by style and voice guides, as well as content templates, will support program members working within this kind of self-sustaining model.

Documentation is key. Keeping a central repository for role descriptions, goals and objectives, benchmarks, metrics, KPIs etc will make it easy to replicate your program if you expand into other geographical areas. Recording successes and lessons learned will ensure that future programs don’t repeat time-wasting mistakes.

Summary

  1. Programs broadly fall into three categories of structure – hierarchy based, role based or a hybrid of the two.
  2. Make your program scalable by utilising role based group categories to support members of the wider program.
  3. Keep scalability in mind by documenting processes and empowering members to recruit and train.

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