Overwhelmed by Process
Tiffani Bova
Growth Strategist | Analyst and Advisor | Keynote Speaker | 2x WSJ Bestselling Author | 3x Thinkers50 | What's Next Podcast Host
The biggest threat to the long-term survival of most companies is neither competitors nor economic downturns. Instead, it comes from within, in the form of inertia, organizational complexity, and bureaucracy. Research shows that the C-suite ranks "too many or redundant processes" as tied for the number one challenge to company growth.
And employees agree! Employees rank "too many or redundant processes" as the third biggest internal challenge to company growth.
Research also shows that when managers remove these unnecessary steps, employees are 20 percent more likely to say they are highly motivated to provide a strong CX and 56 percent more likely to be highly engaged in their day-to-day jobs. These correlations highlight a powerful link: the same out-of-date processes and internal complexities that sap EX negatively impact CX.
According to Samanage's State of Workplace Survey, workers spend more than a full day of work each week—520 hours a year, on average— performing repetitive tasks and services that could easily have been automated. This time adds up: "U.S. businesses are estimated to be wasting as much as $1.8 trillion annually on repetitive employee tasks." The oft said motto is true: time is money.
Bad processes are plentiful and costly, and redundancy is only one cause. Look around. The signs of a bad process are easy to spot, including:
Choosing to overlook the impact of bad processes—and that's exactly what it is, a choice—leads to missed revenue opportunities, dissatisfied employees, and angry customers. Every year, companies lose 20 to 30 percent in revenue due to inefficiencies. The purchasing process, arguably the most fundamental to generating revenue, is broken as well: 77 percent of B2B buyers state that their latest purchase was very complex or difficult.
Companies that integrate what they've learned from process improvement to enhance CX and apply it toward improving EX will be able to combine the best of both worlds.
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Leaders, start by asking yourselves the following question: Do you have a change management team in place that regularly reviews current processes to ensure they are not creating an unnecessary burden on employees?
I hope you enjoyed this month’s Think Forward Newsletter. You can also follow me on:
My Books:
Experience Mindset: A guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth
Growth IQ: Do you know the best way to drive your company's growth? If not, it's time to boost your Growth IQ.
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Mahalo,
Tiffani
Spot on Tiffani Bova! Experience and Process Simplification initiatives should be on every C-Suite leader's annual plan/KPIs.
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9 个月"So why don't more companies focus on fixing process failures instead of asking, or demanding, greater productivity from its people without fixing the underlying issues first?" Such a great question! I wonder if it's because they are too close to their companies and aren't great at identifying which processes are broken. I've been thinking more and more about offering a new service to audit systems and processes to help them identify those broken parts which will improve both customer and employee satisfaction as well as increase profitability because that goes up too with better processes in place.
I love the idea of "Kill a stupid rule." Every process has some old fashioned, possibly leftover requirement, that impedes work from getting done, fast and effectively. If you ask your people "what rule can we kill?" you will get dozens of responses. Not all will be valid, but most of them will. In my last role, sales people had to get approval from a GVP to get sales support, when in fact, we in sales support were perfectly capable of making the decision. As a result of this stupid rule, many sales opportunities were lost while the GVP took weeks to respond.
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9 个月Couldn't agree more! Continuous process improvement is essential for maximizing productivity and employee satisfaction. ??