Tag Archive: Process Improvement

The 3 habits of “Process People”

August 8, 2014Blog, , , , , , , , ,

Ruth and I can see them instantly in a room full of people. A little like an oasis in the middle of a desert. The way they talk about problems. The way they describe a process. The way they doodle in their meeting notebook trying to talk about their pain point at work.  I’m pretty certain there is even a special twinkle in their eye. It is thrilling and exciting.  Total #MCM (Man Crush Monday) or #WCW (Woman Crush Wednesday) when I meet someone with process aptitude.

Want to be our #MCM or #WCW?

Learn and use the 3 habits of “Process People”

#MCM for process

#MCM for process people

1. Be a doodler:

Process people get the concept of visually representing a process. People process visual information much faster, and processes can be complex and difficult to explain with words. Getting to the root of an issue by quickly doodling that part of the process is a great way to start articulating the problem. It doesn’t have to be perfect and you don’t even have to use the right shapes, just get your view of the process out on paper while you are chatting with someone. Process people’s meeting notebooks are filled with diagrams and scribbles – all a way to distill information to someone else who might not be as close to the process as they are.

2. Talk Data:

Process people understand the importance of data to baseline the performance of an existing process so that you can compare it o the new process. Make sure that you understand the impacts and details of the current process problem, and can you set targets for your future state.  What are you trying to improve, reduce, or eliminate? Improve turnaround time? Reduce change requests? Eliminate errors? Where do you want to get to?  By when?

3. Know the Players:

Process people understand that people have a huge impact on a process.  Understand all the touch points, people, positions, roles, or departments touch a process.  Then you can use our free process mapping template to take your doodles and take them one step further by using the swimlanes.

Just bringing these habits into your every day life can make you someone with “process aptitude” and that’s a great thing!

Tell us about your process #MCM’s and #WCW’s on Twitter @whiteboardcons.

Until next time,

Nicole

How to Process Map When You Don’t Know What You’re Doing

August 1, 2014Blog, , , , ,

whiteboardconsulting.ca/staging: Peacocks and ProcessesThis week a friend emailed me to ask for some process improvement advice. He has been thinking about a business process in his office, and knows something isn’t working the way it should, but isn’t quite sure what it is.

In fact, he wasn’t even sure how to articulate what he was looking for.

“This is probably the kind of thing that you guys could do for me, but I don’t even know what I want yet. Do you have anything like a template or a document that lists your process for drawing out how a process is working?”

Funnily enough, we don’t. When Nicole and I facilitate process improvement sessions it comes to us naturally, based on a few key questions:

  1. What is the “pain point” that you want to fix? Or, what is that “one thing” that drives you bananas when you drive home on Friday evenings, thinking “if only we didn’t have to deal with “this thing”, everything would be better?
  2. What kicks off your process? What’s the first step? You might think this is an easy question, but we once spent 45 minutes with a client helping them answer it.
  3. When is your process finished? What’s the last step? Is it when something is produced? Or when the customer recieves it? Or when the cheque comes in?

And that’s enough to get us started. From there we interview the key people involved in a process, draw it on huge Post-It paper on the wall, and then review it with people to ensure it’s accurate.

At that point the opportunities to improve pretty much jump off the page.

My Response to Him

Assuming you know nothing about a process map (forgive me if you do):

  • square shapes represent a step in the process
  • circles/ovals are beginning and end points
  • diamonds are decision points
  • arrows direct the flow from one step to another
  • the rows, or swimlanes, represent each person or group or organization who “touch” the process
  • A completed process map a beginning and end (duh), has all the process steps in the appropriate row depending on who completes the step, has decision points where ever an approval is needed (e.g. Approved? Y/N) and then appropriate steps for both Yes and No possibilities, has numbered steps (makes it easier to refer to specific steps later if you’re talking to someone about it).

You can use a pencil to document your process directly on the page, or you can have a big piece of paper on the wall and use sticky-notes (one for each step). This makes it easy to move them around if you need to. Use the attached template to help you out. (Click here for the process map template: WBC Process Map Template.)

  1. Determine the swimlanes – who has some involvement (no matter if it’s only one step) in any aspect of the process?
  2. Determine the trigger point – what kicks the process off?
  3. Consider the end point – how will you know when the process is done?
  4. Put a circle shape in the swimlane for the person/group that starts things off. Write the word “START” in it.
  5. Put a square shape next to the circle and label it #1, and write the step.
  6. Proceed with each consecutive step.
  7. Add the arrows last (you almost always have to change them as you go).
  8. When you reach the end point, put a circle with the word “END” in it.

His Response to Me

Ever the clown, my friend responded with, “do you realize how ironic it is that you don’t have a process document for your process mapping process?”

Isn’t it though. So ironic. See if I help HIM out again… sheesh…

Until next time,

Ruth.

Beginners Guide: Using Appreciative Inquiry for Process Improvement

July 25, 2014Blog, , , , , , , , , ,

This week, as I finish my certification process in Appreciative Inquiry (AI), I thought I’d give our readers a little understanding of how we’ve used AI and applied it to our process work.

Our  process background has led us to focus on gap assessment and gap analysis as a primary methodology for seeking process improvements and identifying opportunities for improvement.  Our facilitation methodology was usually centered around questions like: “What is your pain point?” Or “What is the one thing you would change?” Or “What would make things better?”

This type of gap assessment methodology is highly successful and works extremely well in organizations that:

  • Have a strong (positive) organizational culture
  • Are accustomed to process improvement or are seeking it out
  • Have process aptitude or orientation
  • Are resilient to change

We’ve applied the AI methodology to our Process Improvement Part One and Part Two courses (part of the Whiteboard University Curriculum that we’ll be offering this fall).  Our Whiteboard Way teaches the following concepts:

  1. Define It! Learn to develop a problem statement to effectively describe a potential process improvement project.
  2. Draw It! Use basic process mapping tools to graphically represent the process at hand and begin to identify possible areas for bottlenecks, duplication of effort, or unclear roles and responsibilities.
  3. Imagine It! Use tools like a fishbone diagram to effectively search for root causes, and thus possible solutions to the problem identified in step 1.
  4. Prove It! Use data to demonstrate how the improved process could be measured against current performance.
  5. Talk About It! Effectively communicate process changes throughout the organization to support uptake of the new process and manage progress throughout.

We applied AI methodology (and Summit framework) in the following 2 steps of the Whiteboard Way:

Screen Shot 2014-07-24 at 11.07.37 AMTools We Use

Opportunity Map

Following an exercise to identify problem statements from a number of groups, the problem statements are collected and documented on a whiteboard. Process improvement project problem statements are then reframed  in the positive using AI methodology to talk about the ideal process or ideal experience to generate future state discussions that feature best-in-class processes.

Using multicoloured dots, individuals from each table group are able walk to the whiteboard and “vote with their feet”  on the top 3-4 projects that are of most interest to each individual.  The top 3-4 winning projects are then spaced around the room and participants are asked to join the project that is of most interest or that the participant feels could provide the most value from a knowledge perspective. For the most part teams naturally tend to be naturally evenly distributed, but wherever necessary shift to create somewhat equal participation between groups.

Using the opportunity map creates a great deal of engagement in the group. We have noticed that every person who joins a new project group has a vested interest in the outcome, and their excitement and engagement is palpable right away – versus teams being forced to work on pre-defined problem statements.

The re-shuffling of table groups based on working on the new problem statement of their choice truly helps to capture not only individual engagement, but the appropriate level of knowledge base within the group.

AI Questions/Reframing

In order to facilitate the Imagine It! portion, we first use traditional process improvement methodology using a fishbone diagram to determine possible root causes for the problem statement.  This is where traditional process improvement would end – what we do differently is ask them to then consider the possible root causes, and using AI question techniques begin to envision a future state for the problem.  The guided questions for each problem/opportunity statement are as follows:

  1. What is the current strength of this process?
  2. What are you proud of?
  3. Can you tell a story of when this process worked well?
  4. What are the key themes of success? (Using the Fishbone diagram as a guide: People, Processes, Materials, etc.)
  5. What does this process look like in one year, once it has been reengineered and is working effectively?
  6. What measures can we use to see how successful the new process is (versus the old process)?
  7. What things need to be done in order to get there?

The teams are then able to effectively leverage current components of the process that work the best, identify what needed to change, and what needs to happen in order to make that change.

Reflections on impact on participants

Using this new style of questioning is a fundamental change from classic process improvement.  Often during the Imagine phase there is a great deal of change resistance to changing the process, especially when certain parts appear to be working. Leveraging the parts of the process that work well allows that resistance to diminish significantly. The “pain points” and “what is the one thing you would change” conversation in a typical gap assessment tend to devolve into “personnel issues” rather than process issues. Often people determine that it in fact was not the process that was broken, but the owner of those process steps that is to blame for the variability in the outcome of the process.

The AI methodology  paired with gap analysis allows participants to steer clear of the negative, and focus on positive process improvements that are more fruitful than those that develop from pure process gap analysis alone (Click to Tweet).

Reflections on AI

While traditional gap assessment methodology is still a large component of process improvement initiatives, the use of AI is very effective when there is significant resistance to change or organizational culture issues that tend to draw negative conversations rather than opportunities.  This is completely normal for process improvement where users of a process experience the effects of the change curve, namely first disbelief in the efficacy of the methodology, anger possibly due to fear of the unknown or lack of skills to execute the newly developed process,

New questions or observations

It would be interesting to document a process improvement project that used AI exclusively as a methodology against one that used gap analysis to assess whether the improvements using AI could in fact yield better results.

Our opinion is that differing methods work for different individuals, so blending the two approaches meets the needs of all stakeholders and will yield the best possible approach to engage a wide variety of thinking styles and communication styles.

Want to know more about AI and process improvement?  Send us a note.  Have any interesting AI stories?  Join the conversation on Twitter @whiteboardcons.

Until next time,

Nicole

 

Coffee Talk: Explaining Whiteboard’s Sweet Spot

July 18, 2014Blog, , , ,

Screen Shot 2014-07-17 at 12.50.36 PM“I thought you did process improvement,” said my friend.

“We do,” I responded, stirring my decaf soy skinny mocha (new fave drink, for those keeping track).

“But you just taught a course on Coaching, and another on Executing Flawlessly.”

“Yeah, and?” I was sure there was a question in here, but wasn’t clear yet on what it was.

“I don’t get it. What do those have to do with process improvement? That’s process mapping, and finding efficiency, and statistics. You’re talking about leadership skills in those other courses.”

Ah, the lightbulb came on. And my first thought was, “Really? Isn’t it obvious?” My second thought was “Ruth, don’t be rude. Clearly this is not as obvious a concept as you seem to think.” In fact, most people Nicole and I talk to are not quite sure how to explain the niche that Whiteboard Consulting has carved for itself.

“Hmmm,” I stalled for time as I gathered my thoughts. “OK, you’ve done some process improvement at work, right?”

“Well, we’ve only done a little bit. My boss is trained in Lean Six Sigma and has been teaching us a little at a time. It seems ok, but it takes a really long time to implement and most of us don’t have the time to dedicate to it. It’s crazy, because Sherri, my boss, clearly loves this stuff but has trouble explaining it to some of the people who are more cynical. We’ve got people with 30+ years of experience, and you can’t tell them about changing the way we do things when the processes work just fine for them. And it’s so involved! I mean Lean has all these steps that you have to do, and meetings, and charts – people don’t have time for it all, and so the ideas they come up with just don’t stick. I really don’t get it. No offense,” he added hastily.

“None taken,” I said. “What else do you know about process improvement?”

He thought a minute while he chewed his blueberry scone. “To be honest, not much. I know that a buddy’s company tried to implement Six Sigma and spent a ton of money on training and then ditched it after a year. But I also know that there are people who are successful at it – I mean, you and Nicole have obviously had great experiences or you wouldn’t be doing what you’re doing.” He shrugged. “I don’t know why it works for some and not for others.”

“Think about it this way,” I began. “If your boss could do one thing differently to make her process improvement efforts more successful, what would it be?”

“One thing? That’s hard because there are a bunch – she needs to be able to actually explain why this process stuff is necessary, and put it in the language we’ll all get. And that’s not easy because we all come from different backgrounds at work. And then there’s the time to get things done and the tendency to allow things to just slide by. No one has the time, so stuff gets dropped and there are no consequences. Why should I kill myself over something if no one really cares enough to hold me accountable? The whole thing is inconsistent and so it just doesn’t stick with people.”

“Right, so if your boss was better able to coach you on what needs to be done, communicate why it needs to be done, understand the cultural resistance for how it’s being done, help people make time for the work, and hold people accountable to their tasks… that would make it successful?”

“For sure. Absolutely. But you’d have to teach her how to… oh… I see what you did there. Nicely done.”

We both laughed. “See,” I said, “so many of the more formal process improvement efforts require a HUGE investment in time and money, and companies take them on before fully assessing whether the organization is ready to change. They expect people to be thrilled to change their processes when first of all, they’re perfectly happy doing what they’ve always done, and secondly they’re terrified that process improvements will mean job cuts. Then everyone’s day jobs kick in, and draw attention away from what the goals were, and things slide, and it becomes this swirl of doom. Nothing gets done, and process improvement efforts get a bad name.”

“Swirl of doom. Did you just make that up?”

“Sort of, yeah. We also call it the vortex of insanity. Take your pick. But seriously – Nicole and I recognized this long ago, and set up Whiteboard Consulting with its own little niche: we are the company that teaches the initial steps of process improvement that prove themselves and start to shift the culture. We also teach the leadership components that are essential to supporting the success of the initiatives. You just can’t do one without the other. Well you can, I guess, but you’ll likely screw everything up.”

“Are you saying Lean Six Sigma is the wrong way to go?”

“No! No not at all,” I said quickly. “You know I’m a black belt in Six Sigma, and obviously I loved it or I wouldn’t still be doing it almost 15 years later. We just feel that those big programs are, for a lot – not all, but a lot – of businesses, too much, too soon. We teach the baby steps first, and if the culture is then ready for the big guns, then by all means, launch the formal stuff. Whiteboard Consulting’s sweet spot is where process and leadership meet.” (Click to Tweet)

“That sounds like a good tag line.”

“It does, doesn’t it. I may have to do something about that. Now enough about work, let’s discuss the season ender of Game of Thrones and whether Jon Snow really does know a thing or two after all.”

———

Until next time,

Ruth.

The Top 6 things your Boss should know about you!

June 27, 2014Blog, , , , , , , , , , , ,

The only way to build a successful high performing team is to understand what makes the individuals on that team tick. To reach that truly collaborative state of mind where the power of the group is greater than any of the individual contributors, and they all know it (and aren’t still competing for your attention) you need to understand those individuals better.    Feel like your boss doesn’t understand you or use your skills adequately? Feel like you don’t get why your team is functioning like a group of individuals and not a team?  Bosses – get coaching.  Individuals, start talking.

The Top 6 things your boss wants to know:3889389-boss-and-business-team-on-white-background

  1. Your career “story”:  Your boss has your resume and  was at your interview – so there’s some basic knowledge there, but what about the story behind it?  I started my career as a temp who was really good at sending out courier packages, better than any temp before me, so they hired me.  There’s alot more to the story, but it’s not a list of my accomplishments and my job skills – its the actual path I took to get there.  This is a great source of information for your boss to understand how you view career progression and how you demonstrate (or don’t) loyalty and engagement with the organization you work in.
  2. Your generational style ( how to communicate best with you):  Everyone and every situation is different.  What is the best form of communication for you? Email? Text? Face to Face, or god forbid (for me anyways), the phone?  Find out the best method of getting the point across in a wide array of situations to get the most out of your team.
  3. Your thinking style (what type of work should they delegate to you):  Are you a Doer, Dreamer, or Analyzer?  Is your skillset best in execution, creativity, or data analysis?  Tailor the work to the type of thinking style whenever possible to get the best results!
  4. Your conflict resolution style (how will you resolve conflict when it arises):  How your resolve conflict will determine your ability to deal with challenging situations in the workplace.  Do you confront and control conflict aiming to win? Do you compromise your needs in order to please others?  No one conflict resolution style is right for all situations, but learning to use each style effectively can yield optimal results.
  5. The 3 P’s: People, Projects, and Personal: The 3 P’s are the easiest way to effectively have a 1:1 with your boss.  You should be able to identify whether there are any conflicts, HR issues, staffing issues, interpersonal issues with anyone on the team, the status of your projects and work, and then is there anything going on personally that might impact your work.  This is a touchy one – this doesn’t mean a lengthy retelling of last saturday night’s escapades, but it may mean – my grandmother is sick in the hospital – I may have to leave early the next couple of days to deal with that.  Just giving you a head’s up.  This helps your boss plan and assign work better – like a boss.
  6. How you like to be rewarded/recognized:

Well, as it is the long weekend, I will leave you to ponder these top 6 things.  Are there more?  Bosses out there what else do you want to know?  Keep us in the loop @whiteboardcons #betterfastercheaper.

Until next week (Ruth will be back YAY!),

Nicole

 

Is Voicemail retro yet?

June 20, 2014Blog, , , , , , , , , , , , ,

Don’t Say the V-Word!!!!

Oh that’s right. I went there.  To me it is a dirty word.  No matter how much everyone tries to tell me it isn’t a big deal, I loath it.  VOICEMAIL.  My Dad and I bicker relentlessly about my inability to  listen to voicemail or return phone calls in general. My theory is if you need something – text me!

I believe that my dramatic fear of voicemail stems from two primary issues:

  • The first comes from a huge pet peeve of listening to people talking loudly on cellphones in public places.  I don’t care what streetcar you are on, what Anna did yesterday that infuriated you, or whatever you have to say loudly while on public transit. Once I was on a train and heard a woman tell her engagement story 12 times on the way to Montreal.  By time number thirteen I ripped the phone out of her hand and told the story verbatim to the frightened person on the other end myself.
  • The second is my “doer” thinking style.  Checking a voicemail just takes too long. I have to call a whole number, enter a password, and then contort my face against the phone to listen to you mumble “Hi it’s me. Call me back”?  It makes absolutely no efficient sense to me. Just send me a note and tell me what you need. It saves me 5 minutes in checking that voicemail, and the 5 minute call to find out what you needed – when I could have been using that time to DO what you needed me to do.download

So depending on your fears and needs, this blog has two themes – reducing voicemails and how to leave voicemails. Read on…

How to reduce annoying voicemails.

1. Always respond to voicemail-aholics with a text or email. People are somewhat trainable (I’m still working on my Dad).  If every time you write them back maybe eventually they will catch on and write you in the first place.

2. Don’t have an outgoing voicemail message or if that’s not possible tell people they will get a faster response by email or text.  See reasoning for #1.  Their fear of you not getting it will go one of two ways, they’ll email or hyper-call (that’s a whole other ballgame folks).

3. Accept the fact that sometimes voicemails are appropriate, necessary, or meet the thinking/communicating style of the other party.  Hey, soon enough voicemail will be “retro” it will be like getting snail-mail.  Embrace it’s retro-ness you hipster you.

4. Leave effective and efficient voicemails (see below).  Again, people are trainable and mimic good behaviour.  At least if you have to listen to one it will be painless.

How to leave voicemails (for the talk-aphobics).

1. State your name and where you are calling from at the beginning of the call.

“This is Nicole Dunn calling from Whiteboard Consulting.”

2. BRIEFLY state your connection and the objective of your call. This is where voicemails go wrong.  You don’t plan, you start babbling. You aren’t prepared and your message sounds like a bad Shakespeare soliloquy that’s difficult to hear and just plain annoying. Be clear with what you are looking for.  This allows the person to look into available

” Sam introduced us last week at the cocktail party. I’d love to set up a meeting with you next week to talk about business processes at ACME Temp Agency and am looking for your availability.”

3. Repeat your name and phone number TWICE (the second time more slowly). This helps if you are a mumbler, fast talker, or use Rogers and your phone cuts out for no reason whatsoever. It also helps if your listener didn’t have their pen ready.

“Again, this is Nicole Dunn from Whiteboard Consulting at 416-531-9889. That’s Nicole Dunn at 4-1-6-5-3-1-9-8-8-9.  Thanks kindly”.

Soon my pretties…soon voicemail will be like Kodak Moments, tranceparencies, mimeographs, and shoulder pads. A distant and funny memory of something from the nineties (Click to Tweet). For now let’s be kind and curious and placate our vehement voicemail users until it goes away.  When they come back, I’ll write an equally snarky blog about how to deal with people who are now “into” voicemails because they are retro.

Until next time! Tell us your voicemail woes @whiteboardcons using #ihatevoicemail.

P.S. How many weird phone calls and voicemails do you think I will get????

 

 

After The Process of Coaching

June 13, 2014Blog, ,

This week Nicole and I had the privilege of delivering our first course offered to the public. Both of us are experienced trainers – over the years I have taught courses in the private and public sectors, to international audiences, to conferences-goers and to my team of employees. We keep our training skills current by delivering a variety of management courses to the Ontario Public Service via their Centre for Leadership & Learning, and to our clients.

But this was different.

Our followers know that Whiteboard Consulting celebrated its second birthday last March, and since the very first day we have been excited about offering courses to the general public. It takes time, of course, to build the connections and network of interested people and to determine the subject matter that will garner enough interest to make it worthwhile. So, needless to say, when we finally launched “The Process of Coaching,” we were pretty excited!

Screen Shot 2014-06-11 at 3.34.04 PM

Ruth (l) and Nicole (r) Teach the Process of Coaching

In two days we worked with 23 professionals from a variety of industries: telecom, technology, sales, automotive, insurance, healthcare, public service, agriculture, and real estate. So different, yet with such similar concerns! All of them wanted to know how to be better coaches at work – there were different reasons for this, but the goals were essentially the same.

One of the things that made our course unique was our afternoon of coaching simulations, designed to allow each participant to coach an “employee” (in reality, this was an actor well-versed in the subject matter, and able to respond to the individual’s coaching style and provide feedback). This is so valuable to participants, and they love it!

Six Concepts That Created a Flurry of Discussion

  1. The need for coaching crosses boundaries defined by industry, age, and leadership level. (Everyone needs coaching. Staff level, Manager level, and C-Suite. All industries. All the time.)
  2. People like to be coached. And once they know how to do it, managers love coaching. (It takes training, and it takes practice.)
  3. The number one reason organizations do not adopt a coaching culture is that IT’S HARD. (So hard. There is a knack, and it requires confidence and a certain amount of bravery.)
  4. The number two reason is that people believe it takes too much time. (In fact, once it becomes part of the culture, coaching is just something you do naturally, not something that has to be built into your list of tasks.)
  5. The ability to coach “across” and “up” in addition to “down” requires a foundation of trust. (And trust is achieved only when you have a mutual sense of integrity, ability to achieve results, and genuine concern.)
  6. Coaching styles must be adaptable to different generations, thinking styles, cultures, and behaviours. (It is up to the coach to adapt, not the coachee.)

A Rewarding Experience, All Around

Nicole and I almost always feel a sense of great reward when we finish training. Our students seem to identify with our somewhat non-traditional “style”, and the engagement we get energizes us like you wouldn’t believe. These courses were no different – our attendees were fun, interactive, and truly interested in the subject. We had some great conversations around barriers to implementing coaching, the trials and tribulations of passive aggressive behaviour, and how to find out more about an employee’s personal situation without being intrusive or offensive (The answer? Ask permission.)

Our attendees also had a great time and, based on our evaluations, got a lot out of the course. They rated us an average of 4.9 out of 5 on their satisfaction with the course, and 100% of them would recommend it to someone they know. Comments included:

I’m excited to use my newly developed skills – there are opportunities every day in my life.

I’ve never done simulations with an actor. It was awesome and I loved it!

The “lecture and practice” combo is very effective. I especially like that we spent the entire afternoon on practice.

Good tools for all levels of an organization.

It was a very encouraging and welcoming environment for those intimidated by the idea of simulations.

What’s Next?

Well, first I’m going hiking in Spain along the last 200 km of the Camino de Santiago, and Nicole is going to Vegas. After that we will begin planning our next course on “Unraveling the Mysteries of Process Improvement.” We’ll be offering this in September, so stay tuned for more information! We can’t wait…

I’d better start packing. So until next time,

Ruth.

To Batch or Not to Batch

May 23, 2014Blog, , , ,

If you’ve been following our blogs for a while, you know that Nicole and I are self-professed process geeks, and we see the opportunity for process improvement everywhere we go.

barista

You might even know that we are both huge Starbucks fans, even though Nicole (a former barista) is beyond annoyed that Starbucks has switched from batch processing beverages to individual beverage processing. To her (and me, although less passionately), this flies in the face of customer service, speed and efficiency, and it drives her bananas.

Allow me to explain.

Batch processing occurs when a number of tasks are grouped together and processed as one large batch. This is often very efficient for the person completing the tasks, and can save a lot of time. Think about if you were making a dozen sandwiches for a picnic. It’s doubtful you would make one sandwich at a time, adding it to the picnic basket. Instead, you would probably lay out a 12 slices of bread, butter each of them, then add whatever fillings were going in them, then put the second slice of bread on, then cut them in half, wrap them up and then put them all in the basket.

A business example might be something like having a stack of expense claims to process. The processor might do one at a time, entering data in a system, generating a cheque, and getting approval in one big file. More likely, the processor would do all the entries, then generate all the cheques, and then bunch them all together for approval. Each of these things might even be done by different individuals.

So why did Starbucks change their process? It’s only speculation, but I believe it allows the customer to feel more “special,” because they have a beverage that was carefully handcrafted. There may be other reasons as well, of course.

In our humble opinion, however, Starbucks has ignored one key thing. Batch processing in a high volume process is FASTER. As a customer, I could care less if it was the only Grande Decaf Sugar-free Soy Vanilla Latte (yes, that’s my current drink of choice) made especially for me. I just want it fast, and when I see the barista heat up the soy milk pot several different times, one drink after another, I want to hop over and help speed things up.

So as a rule, we love the batch processing thing.

But not always.

That’s right. Just to keep you on your toes, there is a caveat here.

If your process is not high volume, then batch processing is BAD and hurts your customer. Think about it. In the example with expense claims, if you only get a couple of expense claims a week, but want to wait until you have at least 10 to process all at once (batch processing), then the tenth person is a happy employee because their claim was processed super fast. The first one to hand in his expense claim, however, has to wait for potentially several weeks to get reimbursed.

We worked with a client some time ago that processed tax credits for a number of customers in the entertainment industry. Their standard process was to collect tax credit applications until there was literally a pile of them to process, perform the first process step on them, pass them off to the next person, and so on until they were complete. Interestingly, a large percentage of the applications never made it out of the first step because they were inaccurate or incomplete.

So not only was the client waiting for weeks for the application to be processed, but they often waited that long just to be told to start over and fix an error! Imagine how frustrating that would be.

The moral of the story is – high volume transactional processes often benefit from batch processing. Low volume, not so much, especially from the customer’s point of view. Click to Tweet

Next time you’re gathered around the barista’s counter waiting for your drink with a dozen other people, watch the process and think of us!

What processes can you think of that involve batch processing? Tell us in the comments below, or Tweet us @whiteboardcons.

Until next time,

Ruth.

New Course! – The Process of Coaching

March 10, 2014News, , , , , ,

 

Please note location change: Verity Club, 111d Queen St E, Toronto

Process-of-Coaching---Verity

We have been teaching and writing about how to be an effective coach for a while now, and are truly excited to announce that we are offering a full-day session on the topic in June.

If you manage people and you’d like to know how to be a better coach at the office, become more engaged with and respected by your employees, and learn how to coach “across and up” as well as “down”, then this session is for you! You will learn some new and useful concepts, and then have a chance to practice it with an actor who will play different employee characters during our interactive afternoon. It’s fun and it’s so helpful – we can’t wait for you to join us!!

The details:

  • Your choice of either June 9 or June 10
  • 8:30am – 5pm
  • (Please note location change) Verity Club, 111d Queen St E, Toronto, ON M5C 1S2
  • $595 plus HST per person
  • Earlybird savings of 10% if you book by April 30th
  • Lunch is included

Click here to register today! And if you have any questions, please do contact us.

See you in June!

Some quotes from our session in Chicago at last September’s Quality Expo:

Nicole and Ruth put on an amazing session at the 2013 Quality Expo. They work together very well and come across like good friends talking to you in a relaxed setting, all while conveying concepts that are some of the hardest to master in business. I guess that’s why they’re so good at “Process Improvement by Osmosis”, because they make the mastering of coaching so painless. I highly recommend. Glen Young, Engineering Manager, Pequot Tool & Manufacturing

Your session “Create a Process Driven Culture Via Coaching” was listed time and time again as the favorite of the conference. I really wanted to share that piece with you because it’s always great to hear that your work is well received. Keep doing what you two are doing, it’s clearly working. Heather Townsend, Project Coordinator, UBM Canon Conferences

Oh for Process Sake!

January 9, 2014Blog, , ,

One of the things that Nicole and I hear a lot is that people don’t like processes that are just put in place for process’ sake.

process4

Well neither do we.

There is nothing less motivating than having to document in gory detail every step of a business process, just because someone says it’s a good idea. Ok, maybe one thing is less motivating, and that’s having someone hand you a process map and tell you to “follow this” when you’ve had no engagement in its development. You feel like you’re handcuffed by more red tape, and you become frustrated.

Process for process’ sake is bureaucratic, restrictive, and demotivating. Click to Tweet.

And, it Gives Good Processes a Bad Name

I admit it, I’m a little sensitive about the barely concealed eye-roll and sympathetic smile that I often see when I tell people what I do for a living.

“A process consultant! Oh! That sounds… interesting.” And then, “isn’t that just a lot of  maps and stuff? I have binders of those in my office and use them every day.” <insert good-natured-but-annoying hardy har hars here>

You can’t really blame the organization. With the rise in popularity of process improvement methodologies like Lean, Six Sigma, ISO, and others, there’s also an increased desire to jump on the band wagon, get certified, and advertise the fact that you are now a high-quality organization.

Well the fact of the matter is that process maps do not a high quality process make. You can map bad processes too! And, you can map good ones poorly. And, worst of all, you can map things that don’t need to be mapped.

Three Ways to Give Your Process Credibility

  1. Give your process a purpose, and let people know what that purpose is. Why are you insisting that people follow a specific process? Make sure there’s a good reason (e.g. audits, financial controls, quality impacts, budgetary impacts, efficiency impacts), otherwise it’s best to let people have control over how they achieve their objectives.
  2. process3Engage people in the development of the process. We love it when we meet with managers who tell us how a process works, and then talk to the people who actually do the work. Usually managers  have no idea what really happens. A great way to increase employee engagement is to ask the process users to be part of the documentation and improvement effort. It will make them feel part of the organization, and even address some of the “what’s in it for me” feeling that is deep inside everyone’s work persona.
  3. Hold people accountable. Launching a process, engaging people, communicating – that’s all very nice. And in six months no one will remember anything about it, unless you hold people accountable for sticking to the  steps. Make it part of your coaching conversations. Model the behaviour you want to see by following processes yourself. Reward people who both stick to them, and consistently strive to make them better.

You don’t have to do process for process’ sake. In fact, we hope you don’t. Help give good processes the recognition they deserve! (And positively transform your organization at the same time.)

Until next time (and Happy New Year, by the way),

Ruth.

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