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How can you handle resistance to process performance measurement?

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Process performance measurement is a vital part of process design, as it allows you to monitor, evaluate, and improve your processes. However, not everyone in your organization may be on board with measuring and reporting on process outcomes. Some may resist the change, fear the consequences, or doubt the benefits of process performance measurement. How can you handle this resistance and foster a culture of continuous improvement? Here are some tips to consider.

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1 Communicate the purpose

One of the main reasons why people resist process performance measurement is that they don't understand why it is necessary, how it aligns with the organizational goals, and what value it adds to their work. Therefore, you need to communicate the purpose and benefits of process performance measurement clearly and consistently to all stakeholders. Explain how it helps to identify and eliminate waste, improve quality and efficiency, and enhance customer satisfaction. Use examples, stories, and data to illustrate the positive impact of process performance measurement on the organization and the individuals.

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2 Involve the participants

Another way to overcome resistance is to involve the people who are affected by or involved in the process performance measurement. Rather than imposing the metrics and methods from the top, solicit feedback and input from the process owners, operators, and customers. Ask them what they think are the most important aspects of the process, what challenges they face, and what suggestions they have for improvement. By involving them in the design and implementation of the process performance measurement, you can increase their ownership, engagement, and commitment.

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Jeff Esselman

Quality Leadership Professional
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Ensure it is understood the 2 most important elements to understanding the data are time and people. When data is used or analyzed as soon as it is generated you have the best chance of understanding what drove it, and this can best be accomplished by involving those directly involved with the process.

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3 Provide training and support

Process performance measurement may require new skills, tools, and behaviors from the participants. They may need to learn how to collect, analyze, and report data, use software or systems, or follow new procedures or standards. To reduce the anxiety and frustration that may arise from these changes, you need to provide adequate training and support to the participants. Provide them with clear guidelines, manuals, and tutorials on how to use the process performance measurement tools and methods. Offer them coaching, mentoring, and feedback on their performance. Recognize and reward their efforts and achievements.

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Jeff Esselman

Quality Leadership Professional
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Understanding data types and root cause analysis skills may be most important training to start. Use practical examples from the data that is generated on the job.

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4 Address the concerns

Even with clear communication, involvement, and training, some participants may still have concerns or objections to the process performance measurement. They may fear that the measurement will expose their weaknesses, threaten their autonomy, or reduce their creativity. They may also question the validity, reliability, or relevance of the measurement. To address these concerns, you need to listen empathetically, acknowledge their feelings, and provide factual and constructive responses. Explain how the measurement is not meant to blame or punish, but to help and improve. Show how the measurement is based on objective and agreed-upon criteria and standards. Demonstrate how the measurement can enhance their performance, learning, and innovation.

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5 Review and refine

Finally, you need to review and refine the process performance measurement regularly to ensure that it is effective, efficient, and appropriate. Process performance measurement is not a one-time event, but an ongoing cycle of planning, doing, checking, and acting. You need to collect feedback from the participants and other stakeholders on the process performance measurement. You need to analyze the data and results to identify the strengths, weaknesses, opportunities, and threats of the process. You need to implement changes and improvements based on the findings and best practices. You need to communicate the results and actions to the participants and other stakeholders. By reviewing and refining the process performance measurement, you can maintain its relevance, accuracy, and value.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Mohammed Habeebulla

Operations and Engagement Excellence
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1) Create awareness about definition, criticality, benefits and positive impact of process measurement a) Create a project/Initiative that stands out amongst other Initiatives b) Create buzz to rally people towards this project/Initiative 2) Showcase from past experiences (CASE STUDIES) the cost and negative impact of not being able measure process performance 3) Program manage the new project to include people who have the maximum resistance to introduce process performance measurement 4) Validate the contribution and importance of CONTROL CHARTS in maintaining process performance consistently in a given range 5) Share best practices and lessons learnt to other functions 6) Make this approach a consistent one

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How can you handle resistance to process performance measurement?

1

2

3

4

5

6

1 Communicate the purpose

2 Involve the participants

3 Provide training and support

4 Address the concerns

5 Review and refine

6 Here’s what else to consider

Process Design

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How can you handle resistance to process performance measurement?

1

2

3

4

5

6

1 Communicate the purpose

2 Involve the participants

3 Provide training and support

4 Address the concerns

5 Review and refine

6 Here’s what else to consider

Process Design

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