What Needs Improved is it Process, Procedure, or Both?

When results aren’t achieved, managers too often jump to conclusions before gathering and analyzing information. I’ve seen procedures changed that were not being followed, and processes (the act of following the procedure) micromanaged, when the procedure was flawed — both resulting in little or no improvement.

I worked with a company who set a procedure to respond to all web inquiries within 10 minutes. It was a simple procedure — when a new inquiry was submitted, the response team was sent an email and was to respond within 10 minutes. It was discovered some responses took up to an hour. The IT team was tasked with improving the system. After spending hours “improving” the system, the results did not improve. It wasn’t due to the procedure; it was process. The team responsible for answering the inquiries only checked their email once an hour.

How would you answer these two scenarios?

Scenario I

You make thing-a-ma-jigs. They haven’t changed and nothing out of your organization’s control is affecting production, however, production has declined. The most likely cause is process, defined as how the team works together. Too often management’s first reaction is to alter procedures, but in this case, do we need new procedures or improved teamwork?

Scenario II

You offer a service. An outside sales force drives sales. The personnel has not changed and economy is the same. Sales are down 10% from the previous year. Do you need new sales procedures, better processes, or new sales people?

Neither scenario gives you enough information to make a decision. Facts need to be gathered and analyzed before making conclusions.

Four Conditions of Process and Procedure

Effective Procedure and Process

The team is on track. Reinforce this positive behavior with recognition and rewards.

Inadequate Procedure with good Process

If the process is good, but the procedure is flawed, ask the team to offer suggestions to improve the procedure. Review the team’s goals, refocus priorities, and assign tasks with the best opportunity to improve the procedure. Establish and train the new or improved procedure.

Good Procedure but it's not being followed -- poor Process.

If the process is inadequate, but the procedure is workable, what steps in the process need improved? Where is the process faltering? Are procedures being followed? Have they been adequately trained? Follow through with training and/or corrective action as needed.

Process and Procedure both need help.

If process and procedure both need improved follow points 2 & 3.