I don’t like to eat fast food, even though my lack of will power leads me there a little more often than I would like. When I am on the road or in a different area of town, I usually opt for McDonalds. Why McDonalds? Why not Burger King, Arby’s, A&W, Hardees, Rally’s, or a million other restaurants? Well the reason I choose McDonalds is because their franchise model seems to me to be the most duplicatable and therefore the most predictable. If I go into a McDonalds in Louisville or stop at one off of I-65 on the way to Atlanta; the service, the cleanliness and the food is very similar and very predictable. Sure there are exceptions, but I find that is not the case with the more loosely organized franchise restaurants. When too much autonomy happens in the restaurant business, you see a line wrapped all the way around a restaurant even though they are not nearly as busy as McDonalds during lunch. You get a burger on a stale piece of bread with wilted lettuce. You get home and your food is not in the bag. You get a flat coke. You get a pain in the neck. I have never sent a plate back at a restaurant, so I am not hard to please when it comes to food. When systems are documented and tested, the franchise owner doesn’t need to reinvent the wheel. He just follows the system. Sure McDonalds has changed the systems that Ray Kroc put in place some years ago, but the point is that they have a system, they teach a system and they follow a system. When a problem arises they fix the system. How does this apply to your small business, practice, non profit or home business? Are your services predictable? I know mine need some work from time to time.