What is a process?
A process is defined as a series of actions designed to ensure a consistent result. Many organizations lack standardized processes related to day to day activities of running the business. This leads to a lack of focus and clear direction in the organization and the building of silos among business units and functions. Employees become confused and unsure of what they need to do to help the organization succeed. World Class Organizations have established business processes to create a culture of clarity, consistency and connectivity.
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What are the necessary processes for business success?
Communication Process
The first business process is the development of a communication system. Organizations today have lost sight of true communication and have become excellent at advertising. Communication is a face to face, two way process for sharing information, whereas advertising is a one way process for sharing key business information. Think email, newsletters, bulletin board, scrolling LED boards as methods of advertising in organizations. CSI’s communication process focuses on two way communication tied to business objectives. This system manifests itself as a weekly team meeting focused on the business. A standard agenda is utilized at every team meeting whether it is the senior leadership team or front line supervisors. At the conclusion of each meeting the question to be asked is “Did this meeting advance the business?”
Business Focus Process
The business focus process is a non-negotiable process driven by the development of the scorecard system. This system drives urgency and focus throughout the organization. The scorecard connects all levels and functions to the business. An effective scorecard system becomes the vehicle to drive strategic objectives tactically throughout the organization. Teams at all levels and function use a scorecard to measure performance. Metrics that are below target require a corrective action plan demonstrating teams are in control of their business. This creates ownership for the team, because the team makes decisions on how to improve its performance.
Accountability Process
Accountability must be driven from the top of the organization through a system that is both visible and auditable. If employees know there will be no follow up to an action, they will more than likely not follow through. Critical tasks must be documented and assigned to an individual with a target date. Action Registers provide a mechanism to record ownership for the completion of tasks. It brings visibility to what people are doing to advance the business. Documentation is the key concept behind the action register. All too often people plead ignorance when a task is not completed.
The Action Register also provides measurement of employee engagement. By conducting an analysis of employees looking at the number of actions taken, the number of actions completed and actions past due, one can discern the level of engagement within the organization.
Behavioral Process
With a Behavioral Process in place, teams can define specifically how people should act, regardless of level/function or personal communication preference. Additionally, the Behavioral Process addresses the question: “What does a team do when expectations are not being met?” with a multi-step approach that uses effective constructive feedback exchanges as the foundation for success. The Behavioral Process allows for team customization of specific behaviors based on the team’s responsibilities, but ensures alignment by linking all behaviors to the organization’s Values or Guiding Principles.
Four Questions that need to be asked.
- What does the leader expect of the team?
- What does the team expect of the leader?
- What do team members expect of each other?
- What does a team do when expectations are not being met?
The behavioral process provides the framework on how teams will work together toward a common goal.
Process Success
Business Processes, when properly deployed throughout a company can create a culture of focus, urgency and accountability. Absence of business processes results in confusion and no clear focus.
Getting Started
Contact us if you would like additional information on improving business processes in your organization. You can learn the basics in one of our upcoming webinars or public workshops. Call us at (800) 246-8964 for more information.
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Defining the Optimal Processes for Sustained Business Success
