When Complicated Is Easier Than Simple
[widget id=”ad_unit-3"]ad_unit-3[/widget]Have you ever wondered why your [business process->business process mapping] never gets fixed? Ok, that’s assuming you know that it’s broken. However, most people realize, from time to time, that the environment they operate in could be better. So why did we always put off making the changes we really need to make? Can you think of an example where you know you’re doing things that either don’t need to be done (from a customer’s perspective) or the burden could easily be lifted from people and placed on software? Come on, I know you can.
What is it about our wiring that allows us to….
Make Excuses
Procrastinate
Point to other things of greater (but really lesser) importance
Say, “but you don’t understand”
Say, “but this is the way we’ve always done it”
I’m Not A Psychologist But I Play One On My Blog
As businesses, I think we all want to grow, right? We are all different and in different markets and there are numerous strategies for growth. Some can barely make enough product to meet the demand. Others are desperately seeking more demand to meet their capacity. Others, still, are outperforming the competition, and looking for even more work to do. I only see one company that I want to be.
We have a dilemma with employees. They want things to be simple on the one hand yet not so simple that someone can easily replace them on the other hand. This holds true for managers and executives as well. We build our careers around our process. Customers, on the other hand, build their loyalty and advocacy around their experience (amongst other things). So, we have a clear area of conflict where a a whole slew of inside-out procedures, created in the dank recesses of numerous cubicles, are rubbing against the customer’s idea of a great experience. In fact, numerous internal processes are also rubbing against each other, vying for attention and control.
And remember, I’m really talking about people here ;)
Why is it easier just to keep the status quo when the status quo is so much hard work? Are the most stubborn advocates of it evening willing to listen? Where is the chink in their armor? What can you say, show them or do that will make them say “A ha! I get it now.” I have my successes, and I have my failures. I’d love to hear from others what they’ve done to get the process of process change rolling. Where do you begin the journey from inside-out to outside-in?