Processes are critical to the well-running of any function; unfortunately, it’s often overlooked because…well, it’s boring. But the great thing about process is that it is the way to ensure consistency. The analogy I always use is that the process is the recipe….it tells you how, not just what. Here are some lessons learned regarding processes:

1.Ensure you have the right metrics to determine the health of the process. Some metrics are rear-view mirrors, others try to forecast where you’re going. Both metrics are key, but it’s more important to have metrics you use rather than having reams of information. You know you have the right metrics when if you don’t see them, you’re looking for them.

2. Be vigilant on handoffs in the processes. Pain points are almost always from what you receive from someone else and what you hand off to someone else. It’s a relay race: how you receive the baton and how you hand off will determine how you win the race. File feeds: when, and from whom? Is it documented? Are they on time?

3. Tabletop exercise: review the process with critical eyes with all the owners of a process. Often, people don’t realize what you have to do with the data because you don’t receive it the way you need to. People get used to doing things a certain way. Reviewing the process with fresh eyes can create re-engineering opportunities and reduce re-work.

4. Cross-train and document who knows what process and who’s got entitlement to what systems. Nothing is worse than a time sensitive, critical process …and the one person who knows how to do it is out unexpectedly.

5.Continually raise the bar. If metrics are always green, and never amber, the standards might be too easy. At some point, it may be too expensive to try to always hit a 100% SLA. But maybe the cycle time for response time should go from 5 days to 3.