Three Es of Process Excellence
David Straker
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The cost of no third E
Consider the impact of processes that are not enjoyable on the business
results. The most obvious negative impact is that if the work is boring or
painful, your people will not be happy, which is the thin end of the wedge
that drives straight into the other result areas. Feelings are highly
infectious, and if your people are unhappy, they will spread their misery to
your customers, which will, shortly afterwards, ripple on to depress your
business results. You will even lose out in social responsibility, as
unhappy people will be less inclined to be good citizens (especially on your
behalf).
E-balancing
No one E is an island. We can create processes that are Efficient at the
expense of Effectiveness and vice versa. Similarly, we can have fun
processes that are neither very Effective nor Efficient. The challenge,
then, is to find the balance that leads to optimal scores in all of your
Results sections. This will be the point of maximum synergy, where
Efficiency gains remove the boring parts, giving people a more interesting
challenge, where Effectiveness leads to satisfied customers which feeds back
to employee satisfaction, and where Enjoyable processes lead to happy people
who work sincerely towards improving the other two Es.
If your people are really your greatest assets, then design the pleasure
of working for you into your processes. Add challenge, respect, care. And
even fun. And you will be rewarded by results that move upwards in all
areas.
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