Improving Processes
Why do it
- When there is a major change, such as new software/systems. With
new capability comes the opportunity to achieve more in less time with
end-to-end processes that take advantage of the new software/system.
- When performance is unreliable or results are sub-standard. Current
processes may have evolved over time with unnecessary steps and hidden
complexity.
- When costs are high. The process works but it takes too many people or
too many hours to work it.
The seven elements of highly effective processes
Or, how Luminance makes it faster, cheaper, better.
1. |
Clear purpose
Our question: What is the desired outcome of this process? Examples:
satisfied customer, zero-defect product, account reconciled, equipment
repaired, risk managed, project planned, service delivered. |
2. |
Essential steps
Our question: Does this step add value with respect to the desired
outcome? |
3. |
Efficient activity
Our question: Can this step be done in less time, with fewer dependencies,
with less expertise? |
4. |
Seamless handoffs
Our question: Where 2 or more persons are involved, is the product and the point
of handoff well-defined? |
5. |
Personal accountability
Our question: Is it possible for participants to receive recognition
and feedback on the timeliness and quality of their individual deliverables
in the process? |
6. |
Process measurement
Our question: Are process outcomes measured so that participants
know when they are improving or winning and when they are not? |
7. |
Corporate contribution
Our question: Is consistent process execution acknowledged as a significant
contribution to the success of the department or company? |
Clients may have many of the answers already. Perfect. To complete the
picture, we dig in to:
- interview performers and examine dependencies
- fast-track process mapping
- uncover the obstacles and discover the opportunities
- recommend and implement
Performers are prepared to be successful with the right mix of communication,
training, job aids, and supervisory input. If the client has individuals
to work alongside us, the work will go even faster.
What about more training?
More training, more measurement, and more feedback
will help. However, if the process is inefficient to begin, it means
greater effort and cost every time the process is used. Why train people
to run a 1-mile obstacle course with 100% success, when the path could
have been reduced to 100 yards?
Improve process first, train people second.
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