Family-owned since 1991, The Sydney String Centre began in a suburban garage and evolved into one of Australia’s most respected musical instrument businesses. Today, they employ a team of 40 across retail, repair, rentals, manufacturing, and eCommerce — but managing that complexity wasn’t always seamless.
Doug and Andrea Glanville, second-generation leaders, knew they needed a smarter way to support growth and free themselves from the daily grind. That’s when SYSTEMology entered the picture and set their scaling journey into motion.
From Family Roots to Operational Bottlenecks
Over three decades, The Sydney String Centre transitioned from a boutique violin shop to a thriving, multi-functional business. Yet with that growth came complexity — and inconsistency.
“We were talking all the time about where the business was going,” Doug shared. “We realized we couldn’t take the next step unless the business was highly systemized — well and truly above and beyond the basics.”
Despite strong lean practices and consulting experience, the couple found it hard to build a systems culture that stuck. Information was scattered. Key knowledge lived in people’s heads. And opening new locations felt out of reach.
The Turning Point: Building Systems That Stick
Andrea, a design researcher with a consulting background, found SYSTEMology through a podcast and immediately saw its potential.
“What stood out was how human-centered it was,” she explained. “It wasn’t just about processes — it was about leveraging the expertise inside the business and turning it into something usable.”
They started with the DIY method, but quickly realized they needed more structure. That’s when they joined the Catalyst program.
“We probably could have done it ourselves,” said Andrea, “but we would’ve taken three times as long. The fortnightly cadence, the feedback, the accountability — that made all the difference.”
How They Implemented SYSTEMology
- Identified Andrea as the dedicated Systems Champion, freeing her to lead the documentation process full-time.
- Focused on one Critical Client Flow (CCF) to start, which helped seed a systems culture across the team.
- Created weekly updates to showcase progress and invite team participation.
- Documented live extractions using video, turning expert processes into repeatable systems.
- Used SYSTEMology tools to bridge internal gaps — and even train suppliers overseas.
- Leveraged team curiosity: “Now people come to me asking, ‘Is this a system?’” Andrea noted.
Results That Resonate Across the Business
Systemization didn’t just improve internal operations — it transformed the way The Sydney String Centre collaborates, trains, and scales.
“I’m not needed as much already,” Doug shared. “I used to have to be in the showroom every Saturday. Now, I can focus on growing the business.”
Other wins include:
- Reduced key person dependency
- Easier onboarding and cross-training
- Smoother supplier relationships and offshore training
- Greater clarity across departments
- Team-initiated systems and improvements
Their first documented system? Invoicing. Previously dependent on one person, it’s now handled seamlessly by others thanks to a well-documented process.
Lessons for Growing a Musical Instrument Business
- Pick the right Systems Champion: “Don’t make it the business owner. Find someone with the time and curiosity to lead it.”
- Start with one Critical Client Flow: “That first system isn’t just a system — it’s a movement.”
- Trust the process: “Some weeks you fly. Some you fall back. But the cadence keeps you moving.”
- Focus on your team: “We framed systemization as something that makes their jobs easier.”
- Use systems to surface innovation: “Documenting exposed gaps — and even sparked ideas for new services.”
Where They Are Now
With SYSTEMology, Doug and Andrea have not only reduced their day-to-day involvement — they’ve sparked a culture shift. Team members now think in systems, proactively suggest improvements, and help onboard others faster and better.
“Every problem and opportunity is now seen through a systems lens,” Doug reflected. “We couldn’t have done that without SYSTEMology.”
As their team and reach continue to grow, the systems they’ve built will serve as the foundation for whatever comes next — whether that’s new stores, new services, or new markets.
Want to Scale Your Musical Instrument Business?
SYSTEMology helped The Sydney String Centre free up their founders, empower their team, and lay the groundwork for scalable growth. One of the key drivers behind that success? Having a dedicated Systems Champion—someone who owned the process and made it happen. If you’re ready to do the same, now’s the time to take the next step.
Discover how to find and empower the right person for the job with David Jenyns’ new book, Systems Champion, and start building a business that runs like clockwork—without running you into the ground.
