What is Process?
Introduction
Today we are going to look at what exactly process is and how it can help you and your organization. We are also going to examine what process is not.
Resistance to process is also common, but it should not be feared or dismissed. I have found that, more often than not, resistance stems from biases, misinformation, or simply the existence of inferior processes which do not work...all of which we can fix!
What Process Is
"The right tool for the right job" ??? ???
A process is a tool, it's just that simple! By conducting research before we begin designing, we can develop an understanding of the need for a given project, the "why" as it were. Now we have to figure out the "what" and the "how". The "what" is the job we are doing, the result we are striving for. The "how" is the tool.
If everything goes to plan, a good process will act as a tool, allowing us to complete our work efficiently with fewer errors. It should also help us identify unresolved issues and highlight new opportunities. Additionally, it will have a mechanism for self-improvement, allowing for both automated and manual management of issues and errors. And lastly, when applicable (notwithstanding legal, regulatory, compliance, and risk concerns), it should allow its users the autonomy to bypass or override hurdles for which the current process may not be designed, provided this is tracked. We track these exceptions not to monitor and blame, but rather to understand what works and what doesn't. If we find there is a point in the process that is bypassed every time, then we clearly know the process is broken and no longer working as designed. This last point is so crucial because it empowers users to continue with their work while also providing context as to what is not working, so we can fix it!
What Process Is Not
"Do as I say, not as I do!"
Maybe I should say, "Do as I say, not as I don't"! One of the biggest complaints about processes is that they are designed and enforced by those who do not have to follow them, which is understandable and usually a valid point. Other common constraints are:
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I'm sure No. 4 got your attention! The point here is that issues 1-3 can easily be attributed to many factors, most of which represent good intentions with less-than-perfect execution. So even though it may feel like the process and the people who created it are "out to get you", this usually is not the case. But that does bring me to issue No. 4, our elephant in the room. There are times in some organizations when processes are imposed on employees, perhaps without the "best of intentions". Although I choose to stay positive as my default position, I put that out there to simply remind ourselves to trust our intuition and listen when that pesky little voice inside our head is telling us that something is wrong.
What Process Can Be!
As "process ambassadors", we have the potential to effect a paradigm shift in how people view and embrace processes. It's no mystery that resistance to procedure and process is common, and often it is warranted. However, when we address this type of friction head-on and also with empathy, we can provide a forum for open, honest, and safe conversations around whatever it is that we are trying to solve.
"Nobody asked me!"
By allowing all stakeholders from individual contributors to executive leaders to share their thoughts, ideas, and frustrations, we create a space where true collaboration and transformation can thrive. And in doing so, we open the doors to the limitless possibilities of what process can be...and what is that? Well, that is entirely up to us and our teams to figure out! But, if you ultimately create something which meets the following criteria, you are well on your way:
By involving everyone that is affected by our work and designs, we not only allow for fresh, new ideas to be voiced by anyone who wishes to contribute, but we also give others the opportunity to inspect and understand our work. And that ties directly into buy-in, without which our efforts have little chance of success!
What's next?
Next edition we are going to talk about when we should be advocating for process versus when we should be reducing or eliminating it, and how to navigate each of those scenarios diplomatically!
Author - Marc Jobin?