What Your Process Really Looks Like

When I ask someone in the operation why a certain task is done a particular way, I often hear them say, “because it’s common sense.” Then when I ask another person doing the same operation why they do it a different way, I hear the same answer. Not everyone’s “common sense” has them doing a process the same way. Here are four different ways that the “same” process can be perceived.

• What you believe it looks like. Managers often fall into the trap of believing associates are doing the process correctly because it has been documented and everyone trained according to the documentation. Go and See and what do you find?
• What it really looks like. Going to the Gemba (workplace) and observing what is actually being done is the only way you really know how the process is being performed. Of course, that is only correct only for the individuals and times that you are observing. The more observations, the more insight you will find on what it really looks like.
• What it should look like. Coming to agreement with management and the associates doing the work is critical to the improvement process. If you can’t agree on what the current process should be how will you know for sure what needs to be changed?
• What it could look like if waste was removed. This is the “aha” moment when those who manage the work and those who do the work realize how it the process can be improved.

So make sure that your associates and leaders are in alignment on what is being done and what is being perceived as being done. Having well-defined sustainable processes is critical to continuously improving the operation.

By Bruce Trippet, President, OpportunityLinks LLC. All Rights Reserved.