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Translating Process into Action
Posted by Dan Davison
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Last time we talked about process as a conceptual representation of work flow. Processes show how business functions work together at a certain rate to achieve a goal. Processes show inputs being transformed into useful outputs at some rate of flow or tempo. A good process leaves out non-flow information, and is simple (Figure 1.).
Figure 1. Processes should communicate the main steps occurring within a business function. Show the inputs and outputs, and the useful transformation taking place. “Useful” is usually determined by the customer. Draw processes as simple as possible. Illustration copyright Bizmanualz, Inc.
Simple processes provide information at the level of a business function. But workers require much more literal information. Most of the time, workers design their own work by determining how they will achieve a goal within their perceived constraints: “Hit the ball by swinging the bat. You get three outs.”
Workers create mental pictures and checklists of what they need to do to get their job done. They translate, in essence, from the conceptual process to the literal steps (Gifure 2.). “Hold the bat hand over hand. Watch the ball. Swing level.”
You can help translate the process into action by showing the literal steps. ”Showing” may entail demonstrating, training, and coaching. It may include providing pictures or diagrams to remind workers what they need to do.
Use Pictures
Figure 2. Pictures and diagrams help remind us how we want to approach our work. Pictures are especially helpful when we want to change the way we do our work. Picture credit blogs.sun.com/DaveEdstrom
Especially when we want to change or adjust how we do something, we may need to be reminded of what we are supposed to do differently. Pictures and diagrams are particularly useful for that.
Recently I built a cedar fence along my property line. Though I had built fences years ago with my dad, I needed a reminder of how to set and steady the posts (Figure 3.) before pouring the concrete, and how to scribe a level line across the fence row. I found a book with pictures and referred to it while working.
Figure 3. Even for experienced workers, referring to pictures helps plan the job and recall the special know-how that they have acquired. Picture credit: www.ourfixerupper.com
So you can see there is a wide gap between the conceptual process of playing baseball and the literal steps of swinging a bat; or between the process of building a fence and the literal work of setting a row of fence posts. Translating from the process to the literal work in ways that help people do their work is what we call implementation.
And, as they say, implementation is where the rubber meets the road (Figure 4.).
Figure 4. Your process may be fine-tuned. But it takes action-oriented communications and job training to roll out your process effectively. Picture credit: About.com
In future posts, we will look at how to use training, job aids, video and other media to effectively implement processes.
This work is licensed under a Creative Commons Attribution 3.0 United States License.
Bizmanualz has been at the forefront of deploying business best practices since 1995 delivering Policies, Procedures and Forms; quality systems implementation; and strategic business process improvement to help business owners achieve the growth and expansion they envision.
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