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The Business Systems Friction Checklist

This checklist helps a business identify where customers, employees, information and money are being held together by manual effort rather than a reliable system.

Questions
20
Result
Immediate
Email gate
None

How to score

Score what happens in practice.

0Rarely or never
1Sometimes
2Frequently
Progress00 / 20
  1. 01Customer and sales
  2. 02Work and operations
  3. 03Information and tools
  4. 04Finance and management
  5. 05Customer experience and growth
Section 01

Customer and sales

Score each statement based on what happens consistently—not only when the strongest person is available to compensate.

01Customer enquiries arrive through several channels without one shared record.
02Follow-up depends on a person remembering or checking old messages.
03Customers repeat information they have already supplied.
04Management cannot easily see which enquiries became sales.