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Process consultants: how to deliver change that sticks
“I just want all the things to be done the same way, by everyone, every time!”
The desperate cry of another organisation in dire need of your services. Your sharp eye for failing process means you can stand back and observe your client in full-flow with fresh eyes, documenting the way it operates and noting where bottlenecks occur, identifying redundant processes and areas for improvement.
Next comes the recommendations. It’s all about creating repeatable processes that can be run the same way, by everyone, every time. You may even implement these changes and test proposed process improvements.
Ah, job done! Or is it?
Yes, your client now has a wonderful set of excellent processes, all written down, documented and filed safely – but the filing cabinet is where processes go to die. If you want your new improved processes to run successfully, you have to remember that it’s not about process, it’s about people.
Making your change stick relies on changing the culture of the organisation; filing the process away so it’s never seen again is never going to achieve that culture shift. People are motivated by being involved, so you have to take them on the journey with you. And when you go, you need to ensure you leave a legacy that ensures your process doesn’t die the second you exit.
What do you leave behind?
Your expertise lies in the ability to transform a client through the power of process. You identify the areas for improvement, suggest the remediation actions and set the path for transformational change.
But it’s not enough. You need to leave behind the tools to help your client become self-sufficient.
You need to document all your client’s tasks in one place:
With each task, include all the information people need to run it, such as links or documents, assign steps to specific people and set deadlines. Make it so useful that people can’t not use it:
And allow people to simply tick things off as they go along: