It takes more than a new tool...
Clients often ask me about software that can "fix" a process. They hope I can suggest a system or platform that will turn an inefficient process into something productive and scalable. They may have even implemented a new tech tool (or many tools) recently with little success.
As we dive into the challenges they are facing, we often find that the problem goes beyond the system to how their staff interact with the process.
When we start talking about their team, we discover that process roles are segmented, with individual members or units having little understanding of the overall process and how their tasks contribute to process outcomes.
With no shared understanding of process success, communication and prioritization problems abound. Owners of individual tasks retreat, and process elements become delayed or lost. Process supervisors then waste time and energy trying to locate bottlenecks, and those waiting on process outcomes become frustrated or develop workarounds.
When clients are facing these types of broken processes, the fix is rarely as simple as a new tool. Processes can often be improved using a CAST approach:
C - Clarity of process roles and ownership of process tasks.
A - Accountability to process timeline and outcomes.
S - Shared vision of process success.
T - Tethering process success to individual and organizational goals and outcomes.
Much like the cast member of a play understands their role, lines, and cues, they also understand the larger plot and their relationship to moving the story forward. The cast comes together to contribute to the show’s success, enjoying the audience’s applause.
New tools often fail to be the panacea for your process issues. A CAST approach to process management can solve process problems, strengthen your team, and help you create efficient, scalable processes.
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