People Behind Your Process
There is a proven maxim in
process improvement that states: "Never look at
the data without also observing the process!"
We'll add that you can never
look at your process without also looking at the organization of your people.
TQM, Six Sigma, Lean and other programs have taught that process inefficiency
accounts for 80-95% or your waste, time, and other costs. Nonetheless, an
efficient process can still be a source of frustration if the people who work
with it are not properly considered in its design.
Failures in an "efficient"
process occur when the human organization is not properly aligned to support
it. A common example of this is when a process is newly improved, the
benefits are tallied, and the project team is celebrated for its great
work. The process is then often turned over to a "matrix"
process manager who actually aligns and reports to a functional leadership
Functional priorities begin to take over
almost immediately. "Fires" occur, communication breaks
down, and within months the process is no longer managed cross-functionally, but
in functionally driven silos...each with its own priorities and needs.
Ferchmin Rowe Consulting can help your
organization prevent this type of outcome and effectively recover from it.