Let’s move from Structure to Process on the Star Chart.
A process is defined as a series of interrelated steps or operations directed toward a particular result.
Many organizations begin with clear processes in place. Historically, those processes have served the organization well – after all they’ve allowed the organization to achieve past results. However, organizations often get stuck in “doing things the same way because that is the way we’ve always done them.” Have any of you every heard that statement. I am sure that all of us have heard it.
However, customers’ wants and needs change. Have your processes changed to meet those demands? In order to create sustainability, organizations need to focus on ensuring their customers are getting what they want (product/service), when they want it (timeliness), and how they want it (quality). If any piece of the process does not have the customer’s current best interest in mind, what does that do to the organization’s ability to grow and maintain a loyal customer base, and in the longer run, their sustainability? When was the last time you looked at or improved your core processes to better serve your customers and achieve your strategy? By process it could be just the way you take information, answer customer inquiries, or follow-up on complaints.
Whether you are a service or product based organization, process is a critical element to an organization’s success. I have found that in order to be successful, organizations need to do the right things (efficiency) for the right reasons (effectiveness) based on current conditions and current customer needs. Process improvement is critical to sustainability because bad processes will kill good people. People come to work to do a good job; however, bad processes often prevent them from doing so. Is your organization doing the right things for the right reasons? I have also found that processes are more successful if they are management driven, employee supported, and externally customer focused.
Are your processes management driven, employee supported, and externally customer focused?
How do you know?