Why “Standardisation” is overrated in Lean Six Sigma

"Excellence comes from knowing when to prioritise flexibility over rigid rules."

Most Lean Six Sigma practitioners live by a golden rule:?

Standardization drives efficiency.

This principle has transformed industries by reducing waste, increasing predictability, and streamlining workflows.?

It’s been repeated so often that questioning it feels almost rebellious.

But what if strict standardization is doing more harm than good?

Ask yourself: Are you improving processes or removing adaptability altogether?

The Downsides of Standardising Everything

Lean Six Sigma teaches that standardized processes eliminate inefficiencies.?

At first glance, it seems logical:

? More standardization → Less variation → Greater efficiency.

However, rigid standardisation can have unintended consequences.

Here’s what happens when you take it too far:

? Innovation stalls:

? Employees stop experimenting or thinking critically because there's no room for creativity.

? Customer needs go unmet:

? Not all situations fit neatly into a predefined process, leading to frustrating customer experiences.

? Employee motivation declines:

? When workers feel like they’re just following scripts, engagement drops.

? Inflexibility slows progress:

? In fast-changing environments, businesses that can’t adapt get left behind.

A McKinsey study found that companies introducing flexible process models saw:

? 30% faster problem resolution.

? 35% increase in employee satisfaction.

? 20% higher customer loyalty.

A Smarter Approach to Process Management

Instead of enforcing rigid uniformity, aim for structured flexibility:

? Core Standards with Room for Adjustment

→ Define essential processes but allow space for adaptation where needed.

? Smart Customization

→ Ensure employees can personalize customer interactions within reasonable guidelines.

? Balancing Consistency & Agility

→ Standardize critical elements (like safety and compliance) while remaining flexible in other areas.

? Empowered Decision-Making

→ Train teams to recognize when deviation from a process is the better choice.

Standardization should be a tool, not a limitation.

The best systems are adaptable, not just predictable.

A Business That Learned This the Hard Way

A global hotel chain decided to standardise every aspect of its customer service model, assuming it would improve efficiency.

The outcome?

→ Guests complained about robotic, impersonal service.

→ Employee job satisfaction dropped by 22% due to lack of autonomy.

→ The brand lost loyal customers who valued personalized experiences.

Then the company revised its approach.?

They kept key service principles intact but allowed employees to adjust responses based on guest needs.

The result?

? Customer satisfaction improved by 28% within six months.

? Employees reported feeling more engaged and valued.

? Operational efficiency remained steady without the rigidity.

What You Can Do This Week

1. Review your processes and determine where flexibility could improve outcomes.

2. Identify bottlenecks where rigid standardization slows things down.

3. Give teams controlled autonomy set boundaries but allow smart decision-making.

4. Experiment with process flexibility in a controlled way and measure results.

5. Document best practices that balance efficiency with adaptability.

Note that standardisation is important but only when it supports better outcomes,?

Not when it limits progress.

Where could more flexibility help your business??

Share your thoughts below. ??

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