How to Systemise a Family Business in Australia: Sydney String Centre's SYSTEMology Success Story

Executive Summary

This case study shares the journey of Sydney String Centre, a family-run music store in Chatswood, Sydney, as they tackled the everyday chaos and growing pains that come with a thriving business. Working closely with SYSTEMology consultant James Brown, the owners broke free from bottlenecks and the stress of keeping everything in their heads. By creating clear systems for onboarding and training staff, they built a business that runs more smoothly, giving them more time, less stress, and confidence to grow. 

Sydney String Centre’s story shows how systemising is not just about ticking boxes. It is about finding freedom to focus on what matters most, at work and at home. A true case study of what structured small business management consulting can accomplish for growing, owner-led teams.

"Having James there was amazing... I actually felt it felt like a one-on-one coaching session... the more that you put into the program, definitely the more you get back." - Andrea Glanville

‍

About the Business

Sydney String Centre is a family business with music at its core. What started in Doug Glanville’s parents’ garage in 1991 has grown into one of Sydney’s most trusted music retailers, now employing a team of 40. From their Chatswood store, they help everyone from beginners to professionals, serving both retail and wholesale customers.

The leadership story is personal. Doug, who brings a focus on lean thinking, and Andrea, with a background in design and innovation consulting, now run the business with Doug’s siblings. The original founders remain involved, but the next generation leads day-to-day.

As the business grew, so did the challenges:

• Teams working in silos, each with their own way of doing things.
• Gaps in documentation that made training and planning for the future difficult.
• Owners feeling stretched, wanting better systems to step back without losing control.

Their goal was clear: Build a business that can run smoothly without needing the owners at the center of everything, so they can focus on growth, enjoy family time, and create a lasting legacy. It’s a goal shared by many owner-led enterprises that explore small business consulting services to escape the cycle of overwork.

‍

Challenges of Scaling a Family Business in Sydney

Before SYSTEMology, Sydney String Centre faced a familiar set of growing pains, common in family businesses:

• Siloed Knowledge and Inconsistent Processes:
  "Everyone was doing their own thing and had their own processes, but it wasn't documented. If it was documented, it wasn't in a central place," - Doug Glanville.
  
  
• Barriers to Collaboration and Growth:
  Without clear, accessible systems, it was hard for the team to work together, train new staff, or think about expanding.
  
  
• Owner Bottleneck and Limited Delegation:
  Without clearly defined roles and documented responsibilities, key decisions and tasks remained stuck with the owners. Delegation was limited, and progress stalled whenever leadership was unavailable or overwhelmed.

• Change Fatigue and Team Resistance:
  "We realised that we couldn't scale unless the business was highly systemised, well and truly above and beyond the basic systems that we had in place." - Doug Glanville
  
  
• Time and Resource Constraints:
  Even with the best intentions, carving out time to fix these issues was tough. Day-to-day demands always seemed to come first.
  
  
• Uncertainty on Implementation:
  The team knew things needed to change but were unsure where to start or how to make improvements stick.

‍

Choosing SYSTEMology: Implementing SYSTEMology in a Growing Business

Sydney String Centre’s decision to bring in SYSTEMology and work with consultant James Brown came at a pivotal moment for the business:

• Reaching a Crossroads
  Doug and Andrea realised they could not keep growing or reclaim their time with things as they were. Real change was needed for true freedom from the daily grind.
  
  
• A People-First Approach
  Andrea’s background in design and innovation made her especially drawn to SYSTEMology’s human-centred style:

"It's very human-first, it's focused on the person and why they do things... very relational, as opposed to some of the other people that we were looking at who were very... process and like more, like, what technology systems are you using?" - Andrea Glanville

• Structure, Support, and Real Accountability
  After a do-it-yourself attempt, the team saw the need for more structure and guidance. The SYSTEMology group program, along with James Brown’s expertise, provided the accountability and support they needed.
  
  
• Making Change Stick
  Doug and Andrea wanted real, lasting change that the whole team could own, not just a quick fix or top-down overhaul.

‍

Their SYSTEMology Journey: The Power of a Systems Champion

When Sydney String Centre joined the SYSTEMology Catalyst program, they put Andrea in the driver’s seat as their “Systems Champion”, a role that proved essential for lasting change, especially in a busy retail and service environment. Their journey looked like this:

• A Clear Path and Real Support:
  Regular sessions with James Brown and a cohort of other businesses provided structure, accountability, and a sense of community.
  
  
• Getting the Whole Team Involved:
  Five key staff helped map out their “Critical Client Flow” from the start, and sharing updates every week quickly sparked buy-in.

"I've got people now coming to me and saying, 'I've done this. Is this a system? Can you help me turn this into a system?” - Andrea Glanville

• Winning Over the Sceptics:
  Some staff were wary at first, but open conversations and visible wins helped even the doubters see the benefits.
  
  
• Blending SYSTEMology and Lean:
  SYSTEMology’s practical steps paired with the business’s lean mindset, providing a strong foundation for ongoing improvements and eliminating wasted effort.
  
  
• Thinking Beyond Sydney:
  With clear, documented systems, the team could finally onboard and upskill suppliers overseas, improving quality and consistency throughout the supply chain.
  
  
• Smoother Onboarding and Staff Coverage:
  Systemisation made it easier to train new team members and cover shifts during absences, so things kept running smoothly.

‍

Before and After: How SYSTEMology Changed Life at Sydney String Centre

Before SYSTEMology:

• Processes were scattered and inconsistently documented
• Owners and key staff were constantly caught up in day-to-day details
• Training new people or growing the team felt overwhelming
• Staff were focused on their own patch, with little insight into how things worked elsewhere

After SYSTEMology:

• Everything that matters is now documented and easy to find. No more hunting for answers.
• Doug Glanville shared, “I can honestly say that I’m not needed as much already… on a typical day, now I’m really not having to do a lot of the tasks that are happening day to day.”
• Team members pitch in with new ideas and system improvements instead of waiting for instructions.
• Onboarding new hires and covering for absences is smooth and stress-free.
• The business is set up to grow, try new things, and hand over knowledge to the next generation.
• Documented processes are used for supplier training and succession planning
• Andrea noted, “It’s really spun a life of its own… helping people think about there’s value in systems… value in extractions, value in documentation.”

What’s Changed Most?

• Smoother operations and less chaos
• Continuous improvements that actually stick
• Better teamwork and sharing of know-how
• Owners have more freedom and a better work-life balance

Had they not made these changes, Sydney String Centre would probably still be stuck in the old cycle, missing out on growth, battling bottlenecks, and carrying the weight of the business on their shoulders.

‍

Reflections and Outlook

Doug and Andrea look back on their SYSTEMology journey with gratitude and pride, especially for the guidance James Brown provided along the way:

• The Power of a Systems Champion:
  "There is no other way that you could have... so quickly learned the business as well as I did by just being there and watching, filming, and thinking deeply about their processes." - Andrea Glanville
  
  
• A Long-Term Investment:SYSTEMology is not just a project they finished; it is a foundation. It has given them tools that pay off, from smoother operations to easier succession planning.
  
  
• A True Mindset Shift:
  What once felt like just more paperwork now feels empowering. The whole team sees the value in documentation. It is part of their culture.
  
  
• Change That Lasts:
  Systemisation has set them up for ongoing innovation, growth, and leadership transition.
  
  
• Personal and Professional Growth:
  Andrea and the team have picked up new skills and confidence along the way, making the business more resilient.

Looking ahead, Sydney String Centre is ready for continued growth, more freedom for the owners, and a culture where systems support people, not the other way around. It’s a sustainable model of growth often pursued through business consulting services for small businesses, but rarely implemented with this level of commitment and success.

‍

Conclusion

Sydney String Centre’s journey shows what’s possible when a family business decides to break free from old habits and daily chaos. By investing in SYSTEMology and trusting a dedicated systems champion to lead the way, they transformed the way their team works together. The result? Less stress, stronger collaboration, and a business that’s ready to grow and thrive for years to come. Their story is proof that systemising isn’t about losing the “family feel”; it’s about building a future where everyone wins.