UA-22895020-1 Customer Service Engineer
Customer Service Engineer

Errol’s Blog

Developing customer service strategies for maximum customer retention!

3 Benefits of Analyzing Work Processes

process-flowchart-bigIn a current client engagement, we are analyzing their work processes. Now more often than not, this can be very tedious work. The whole purpose of undertaking this task is to assess the present condition of the company’s operations in regards to efficiency, customer centricity and employee productivity. While this may seem to be a daunting task, the return on the time investment is well worth the effort. Let’s look at three benefits of analyzing processes.

Insights Gained – An important step in process analysis projects is to interview the people who actually perform the work in the process. I like to spend time with a client’s employees as they perform their duties and document step by step what they actually do when completing job tasks. The amount of insight gained from this approach usually proves very enlightening to management personnel. Oftentimes, employees develop their own set of work steps to complete their tasks within the process. When they deem the process too cumbersome or inefficient, employees will create “work arounds” in order to get the work done in a timely manner – especially when their pay is tied to performance. After completing this task, opportunities to remove delays or inefficiencies and to introduce improvements become apparent.

Teamwork– It’s true that most processes are cross functional – meaning they may start in one department and travel across others within the company. Analyzing processes requires participation from everyone that performs a task within the process. I like to get all of the participants in one room and go through the process step by step to insure that “yes – that’s how we do it today.” Then we start to get process improvement ideas. Discussions arise in regards to the proper way to complete the steps within the process. Employees can communicate face to face to build a process that fits the needs of all departments, stakeholders, and customers. Once done, employees feel as though they have a stake in the success of the process, as they were given the opportunity to communicate their ideas and concerns.

Enhanced Training – Proficiency in one’s assigned tasks helps to build confidence in employees. Training is one way to assist in building proficiency. As a company analyzes and documents all of its work processes, training tools become easily creatable. These documented processes can be used to develop standard operating procedures and policies. Both new and tenured employees now have a reference point to insure they are properly performing their assigned duties. “How to” documents and videos are some additional training products that can be produced when one develops and documents efficient, employee and customer friendly processes. Your entire operation will certainly run smoother, your employees will be happier and your customers will certainly receive great service.

 

 

 

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