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Saturday, February 11, 2012

The Secret Sauce of Process Improvement

February 9th, 2012 @ Tanmay

A colleague from a different department recently asked me, “When does this process improvement stop?”. In my response, I explained that improvement is not a destination, but a journey. It is a way for business to tune and align the operations to ongoing changes in the business.
“If that is the case, how do you sustain the improvement effort? What is the secret sauce of continuous improvement?”, he further inquired. I thought about the recipe of this sauce and a few ingredients immediately came to my mind.
First was commitment and rigor with which top management sponsors and pursues improvement effort. Commitment is often related with assigning budgets, providing resources and setting the right precedence through words and actions. Rigor is important too. Pace of improvement, simplification of operations and its subsequent impact on business needs a constant monitoring, follow-up and alignment. Leaders have to set this direction to build a culture where people are motivated to find optimal ways to deliver value to the customers.
Second ingredient in this sauce is involvement of practitioners in defining and implementing improvements/processes. While job of improvement task force is to facilitate improvements, the real improvements should come from people who execute processes – your team members, middle managers, client facing teams and support groups. If they are the ones who drive improvements, implementation and subsequent buy-in comes in easily.
Third and final ingredient is empathy when implementing process improvements. Processes are tools that make people effective. People are at the core. However, many a times, improvement leaders announce a “zero-tolerance” policy towards process compliance. They ignore the contextual (and human) aspect of implementation and end up demonstrating a complete lack of empathy when processes become an overhead, a necessary evil.
I think these are the core ingredients. There would be many more supplements and spices that makes this sauce more delicious. But unless core ingredients are not addressed completely, all spices and supplements will fail to cook a great sauce that your business would love to have on its dish!

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