Reflecting on the past few years of experience in helping my customers with process improvements, I thought I’d share (anonymously of course) a few typical things I’ve noticed organizations typically struggle with.
1. Information flows
How to make sure that the person needing the information has the correct information at the right time? Why is this important? A lot of time is wasted in search of information, or making corrections after completing tasks with the wrong information.
2. Handovers
How to make sure that transitions from function to function, process to process, country to country are smooth? Why is this important? This is where the majority of unnecessary delays happens. When the next person in the process does not know they need to take the ball. Or the handover information is incomplete. Or there’s confusion about who actually should do what in the handover.
3. Feedback
How to make sure feedback is used for development purposes? Why is this important? In many cases the critical feedback comes much later than the task is actually done. Someone might find a mistake in a plan or piece of information. A customer might complain about a defect. The next person on the manufacturing line might notice a mistake. If the doer never hears about it, and deviations are not used for development, the problems start to grow. Attitudes become worse and the culture starts to erode. Eventually departments form their own kingdoms from where they blame others and talk even less.
