What Problem Are You Trying To Solve?
Service Delivery Series:
Transformation Strategies in Isolation
What Problem Are You Trying To Solve?
What Your Team Can Be Doing While They Wait ...
1. What Problem Are You Trying To Solve?
Our first topic could actually have two titles:
"What Problem Are You Trying To Solve?", which directly relates to -- "Documenting Your Existing Processes -- Flowchart and Process Map Everything". Is there a direct correlation? If you know your processes inside and out, backwards and forwards ... then you have the framework for how to solve your problems. Too many teams lack this key form of documentation. As a result, they struggle with deconstructing process issues and solving operational workflow challenges.
Some of you might be adapting to isolation -- reclining in a lawn chair in the driveway, working with your laptop literally in your lap, and occasionally glancing at the little ones frolicking in the sprinkler, rather than isolating yourself in the minutiae of your work day. The point is -- during this unusual period, many teams are faced with this rare opportunity to stop, focus, and really think about the gaps in their process documentation. It is time for self-examination.
Documentation and training is notoriously neglected in the beginning, the middle, and even the end of projects (including post-hypercare). We have all seen resources allocated to this task with good intentions in the planning stage of the project, only to see the deliverable deferred, delayed, or entirely abandoned when the going gets tough. Frankly -- it is not uncommon for teams to just never really understand what they should be doing during these defining phases of project delivery and process improvement. Out of urgency, time crunches, and whatever excuse will do -- the "as is" and "to be" process documentation gets neglected.
Waiting to get ‘A ROUND TUIT’?
We maintain that the best place to start is a detailed assessment of what processes you have. Whether you are planning a new project and you have a clean slate to begin capturing the process design work or if you have near countless existing processes which are not catalogued, indexed, or are significantly out of date -- you need to start at the beginning.
So ... Step 1: Define the boundaries
What is the process?
Who owns the process?
Are there other teams affected or involved in this process?
Determine -- Who is Responsible? Who is Accountable? Who needs to be Consulted Who needs to be Informed?
Diagram a map of the process
Create a digital library of all your processes
Unless you are a team of one, this is a great way to get the entire team together. Make it a virtual team-building exercise during this lockdown. Don't assign the task to just one resource, lest you want to bore them to tears, despise them, want them to quit, and don't care about getting thoroughly explored, well-rounded, fully defined, detailed processes. Collaborate. Actually facilitate knowledge sharing. Use it as an opportunity to get the whole team involved. Discuss these new strategies with everyone on the team. In this sense -- AVOID ISOLATION.
It presents a wonderful opportunity to reestablish context and insight as to how things should have been. Then draw the awareness to how -- because of these times, you have a rare opportunity to take advantage of available downtime. Establish a regular meeting time and work together on the development of these process maps. Remember, for those no longer commuting to the office everyday ... you have gained as much as 30-90 minutes each way. Put that savings to work. Start the day with a series of Process Mapping Breakfast Sessions.
Important thing to take note of: You do NOT have to be a Visio diagram expert to accomplish this task. Do not let that stand in your way or become an excuse. Whether you use PowerPoint, Word, Excel, a cloud based solution, or just sketch them out by hand ... the important thing is -- JUST DO IT!
Don't wait to get 'AROUND TO IT'. "Try not. Do. Or do not. There is no try." (Sorry -- couldn't resist)
Come back and check out what is next on the list in this Service Delivery Series: Transformation Strategies in Isolation - What Your Team Can Be Doing While They Wait
... #2 Process Improvement
... Keep making the most out of this terrible situation.