Broken processes create frustration for employees, customers, even vendors and suppliers. Here are the top four reasons for broken processes that appear during process mapping sessions.
Unmet Needs – It is important to know what is required by each person performing tasks within the process. Unmet needs create rework and delays in the process when team members are not provided with the proper elements (information, product, etc.) that allow them to complete their process tasks. The needs of each team member must be clearly defined to ensure process effectiveness.
Poor process communication – Considering most processes flow across departments – and even out to suppliers/vendors – communication within the process is critical to its success. It is important to identify critical communication points in the process, methods of communication utilized and communication content. Poor process communication creates unnecessary delays, employee and customer frustration – possibly leading to revenue decline as well as unnecessary employee turnover.
The process does not fit the current business status – When a company grows, quite often the processes are not updated to accommodate additional volume such growth may create. Bottlenecks are often the result when consideration is not given to infrastructure requirements. Once again delays appear in the process – which can lead to – you guessed it – employee and customer frustration. Process mapping allows one to identify adjustment opportunities that reflect new growth
Process results are not measured/monitored – Quite often, process performance is either not measured or not consistently monitored. It is a must to determine key performance indicators (KPIs) for critical processes – especially those connected to revenue generation and customer experience – then consistently monitor performance. Process mapping assists in the ability to determine what is to be measured within the process.
Consider these four reasons when building new or analyzing current processes. The goal is to ensure your processes are efficient, effective and meet the needs of all participating in or impacted by their performance.