What do you do if your BPO process flows are hindering productivity?

Challenges with the successful outcome for any process is either specific or systemic. Specific challenges are usually restricted to a section of the workforce. These arise due to the unsuccessful implementation of the process and can be

Process flows are designed to enhance efficiency and minimize errors. However, introducing a process flow doesn't guarantee results. When implementing a new process, it's crucial to involve your team members, as they will be the ones following it. Therefore, it's good to engage your teams in the process flow creation. They can quickly identify bottlenecks and inefficiencies, and this collaboration allows for brainstorming to develop a process that benefits everyone. Another advantage is that involving your teams in these discussions reduces resistance when integrating the process flow into daily routines.

A process is only successful if your team members understand the steps. A simple process can become complex if the steps are not explained in a way that everyone can comprehend. Always remember that fancy words won't be helpful. Your process is meant to ensure that work proceeds smoothly. Write your process in a manner that even a newcomer to your organization can understand. If you need to break it down into more steps or sections, go ahead and do so. I recall vividly that when I was an associate, being able to remember the steps without having to refer to them every time made my work efficient, and I managed to achieve my targets. It's the same for everyone. Simple, memorable steps will enhance your team's efficiency and reduce errors.

Once a process is implemented, or particularly when an old process is being modified, it is important to track results. Tracking and comparing results will provide insights into which process is more efficient and effective. A process flow serves as a foundation for improvement, and the only way to gauge improvement is by observing the results of the process. It's crucial to integrate Key Performance Indicators (KPIs) into process flows to measure and monitor not only how the process is functioning but also how your team members are adapting to the new process. These results can be utilized for training needs analysis to enhance the skills of your team members and enable them to work effectively on the process.