Communicate your process success stories

Communicate your process success stories

December 16, 2013 2:01 pm 0 comments

As organisations move along the process journey, communication is critical to the success of process projects.  Generally, process management is new to many people so it is important to identify how it is impacting the organisation and more importantly how it will impact them in the future.

There are a number of key areas to be communicated:

  1. Process vision:  What is management trying to achieve with process efforts? There will be many misconceptions, so be clear and consistent in your message.
  2. Successful projects:  Be specific on the results of successful improvement projects.  For example, how did the project impact timeliness?  (Waiting times were reduced from 30 days to 10 days).  How was quality impacted? (Customer call backs were significantly reduced).  How were costs impacted? (Reduced costs from $10 to $1 per transaction) or customer satisfaction (Reduction in complaints).
  3. Impacts:  Identify where there have been process successes.  Point to specific areas or projects and get testimonials from those that were impacted.
  4. Customer feedback:  Solicit customer feedback about the improved processes and broadcast that feedback.  There is nothing better than to provide the process performers with specific customer feedback on how their process impacted the customer.
  5. Front line impacts:  Provide examples of where process changes made a job easier.  Most organisations have too much to do and not enough time.  Indicate how the process changes that were made were able to address this reality.
  6. Performer feedback:  Gather and promote positive feedback from those that work in processes.  These are co-workers who have a huge impact on how the process approach will be accepted.

The goal is to reinforce process focussed behaviour and create a positive buzz around the process efforts in the business.  By identifying these success stories you start to build the level of acceptance of the process journey and begin to instil the process mindset across the organisation.

There are a number of compelling reasons to use a process-based approach to improving business performance.  To find out more about how our approach can help your business to identify the pathway to improving business take our FREE quick assessments on Process Improvement or Process Based Management

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