So often we gripe to you about how organizations need to document and build processes in order to be successful, but what about when an organization has too many processes or is too rigid about them. So today’s blog is about “Overprocessing” (that’s not too much hair dye in this case).
My best friend (henceforth known as bestie) and I often go to a nail salon in our neighbourhood. It’s a bit of a catch-22. We love it because you can always get in, you never have to wait, you are in in and out in 30 minutes or so, and it is extremely reasonably priced. On the other hand, their processes are so rigid that they often alienate us as customers. We’ve affectionately named them “Military Nails”.
Now as a consultant, I’m pretty sure I have their business model down. No frills, low cost, fast nail services. They get you in, you pick your colour, you get your pedicure, and then you get your manicure – FAST. They don’t do designs, they don’t do paraffin wax treatments on your feet – they have their processes nailed, and it is successful. If you want a fancy spa-like treatment, you just go somewhere else. If you want something reliable, fast, and cheap, you go to “Military Nails”.
But occasionally, I wait for bestie to arrive in the hopes that perhaps we can sit near each other and chit chat during our pedicures, or catch up on the latest news. This seems to throw the Military nails people, they get confused, wonder why I won’t sit down yet, or they force me to sit in their waiting room (instead of standing as I often would). Other times, we see a new nail design in a magazine and see if they can do it (the technicians are incredibly talented) – but this usually results in a great deal of approvals from their manager, reiterations about costs, and it becomes a bit of an unpleasant experience.
So how can you ensure that your organization has processes that work and deliver services to your customers the right way?
2 signs your organization is over processed:
1) Your processes focus on processes, not on your customers.
Focus on your strategic vision, if it is to be “no-frills” then keep it that way, but think about how the outcomes can affect your customers.
2) Your processes require burdensome approvals.
Make sure that your employees have autonomy to make decsions that appeal to your clients, while still meeting that strategic objective.
Until next week!