An organization, be it a business, a school, a government agency, is a collection of processes. These processes are the natural activities you perform that produce value, serve customers and generate income. Managing these processes is the key to the success of your organization.
Unfortunately, most organizations are not set up to manage processes. Instead they manage tasks. Think about it. Isn’t your company organized around functions. . .the accounting department, the engineering department, the sales department, the customer service department?
As a result, people tend to focus on “local” concerns instead of the “global” needs of process customers. Sub-processes evolve within departments without consideration of other functional areas. Layers of communication and management are created to ensure desired outcomes, thereby adding to costs and lengthening cycle and customer response times.
Inefficiency and waste become part of the system. They rob your organization of profits, productivity and its competitive advantage. But, there is a way out.
Process mapping is a simple yet powerful method of looking beyond functional activities and rediscovering your core processes. Process maps enable you to peel away the complexity of your organizational structure (and internal politics) and focus on the processes that are truly the heart of your business. Armed with a thorough understanding of the inputs, outputs and interrelationships of each process, you and your organization can:
- Understand how processes interact in a system
- Locate process flaws that are creating systemic problems
- Evaluate which activities add value for the customer
- Mobilize teams to streamline and improve processes
- Identify processes that need to be reengineered
Properly used, process maps can change your entire approach to process improvement and business management. . .and greatly reduce the cost of your operations by eliminating as much as 50% of the steps in most processes as well as the root causes of systemic quality problems.
I think this guy should have been promoted, not fired. This is a true story from the WordPerfect Helpline, which was transcribed from a recording monitoring the customer care department. Needless to say the Help Desk employee was fired; however.
Actual dialogue of a former WordPerfect Customer Support employee. (Now I know why they record these conversations!):
Operator: “Ridge Hall, computer assistance; may I help you?”
Caller: “Yes, well, I”m having trouble with WordPerfect.”
Operator: “What sort of trouble??”
Caller: “Well, I was just typing along, and all of a sudden the words went away.”
Operator: “Went away?”
Caller: “They disappeared”
Operator: “Hmm. So what does your screen look like now?”
Caller: “Nothing.”
Operator: “Nothing??”
Caller: “it’s blank; it won’t accept anything when I type.”
Operator: “Are you still in WordPerfect, or did you get out?”
Caller: “How do I tell?”
Operator: “Can you see the “C: prompt” on the S creen?”
Caller: “What”s a sea-prompt?”
Operator: “Never mind, can you move your cursor around the screen! ?”
C aller: “There isn”t any cursor; I told you, it won’t accept anything I Type.”
Operator: “Does your monitor have a power indicator??”
Caller: “What”s a monitor?”
Operator: “it’s the thing with the screen on it that looks like a TV. Does it have a little light that tells you when it’s on?”
Caller: “I don’t know.”
Operator: “Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that??”
Caller: “Yes, I think so.”
Operator: “Great. Follow the cord to the plug, and tell me if it’s plugged into the wall.
Caller: “Yes, it is.”
Operator: “When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one? ”
Caller: “No.”
Operator: “Well, there are. I need you to look back there again and find the other cable.”
Caller: “Okay, here it is.”
Operator: “Follow it for me, and tell me if it’s plugged securely into the back of your computer.”
Caller: “I can’t reach.”
Operator: “OK. Well, can you see if it is?”
Caller: “No.”
Operator: “Even if you maybe put your knee on something and lean way over?”
Caller: “Well, it’s not because I don’t have the right angle — it’s because it’s dark.”
Operator: “Dark! ?”
Caller: “Yes – the office light is off, and the only light I have is coming in from the window.”
Operator:“Well, turn on the office light then.”
Caller: “I can’t.”
Operator: “No? Why not?”
Caller: “Because there’s a power failure.”
Operator: “A power … A power failure? Aha. Okay, we”ve got it licked now. Do you still have the boxes and manuals and packing stuff that your computer came in?”
Caller: “Well, yes, I keep them in the closet.”
Operator: “Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from.”
Caller: “Really? Is it that bad?”
Operator: “Yes, I”m afraid it is.”
Caller: “Well, all right then, I suppose. What do I tell them?”
Operator: “Tell them you’re too stupid to own a computer!” !
