Serviços e a abordagem por processos (parte II)

Parte I.

"Here’s a step-by-step guide to process improvement,
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1. Identify problems .
First, you need to find the problems.
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Problems can’t be solved if nobody acknowledges they exist, and research shows that the longer problems linger, the harder they are to fix
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2. Establish the backlog.
Next, ask people to write down as many processes as they can think of that are plaguing them, one issue per Post-It Note. ... Duplicates were stacked on top of each other to make it clear that several people thought it was a pressing issue.
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The backlog made problematic processes less nebulous,
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3. Load up the queue.
Decide what processes you are going to improve, and in what order.
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Early phases of process improvement should focus on low-hanging fruit, or small changes that are relatively easy to implement.
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4. Map the current process.
For the first process, make your work visual by drawing a map of the entire process, from beginning to end, on a whiteboard.
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Employees should avoid mapping the process as they think it should be, Norton said, and be sure to truthfully outline the current state of things.
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5. Identify one small change.
As a team, identify one small way to improve the process. It is best to address areas with ambiguous hand-offs, misaligned incentives, or based on “we’ve always done it this way” mentality, Norton and Kimball said.
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Suggested changes are best coming from those directly involved in a process. “If leadership pushes solutions onto the team, they may be misaligned and nobody’s going to carry them out,” Kimball said. “Let the people doing the work give it a try, and see what they organically come up with.”
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Small, incremental changes are a key to the process. “We’re big believers [that it is] much better to do successful small projects and build momentum rather than try to change everything at once,” Repenning said. “If we can do a quick-win project, we get some confidence, we’re heading in the right direction … Because maybe we generated some small result, but also in that little project you learned an enormous amount that will make you more productive in the second one.”
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6. Do the experiment.
Implement the proposed change and see it through for five iterations.
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7. Look back and celebrate success.
After the experiment had been completed five times, gather to determine if the experiment was successful.
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No matter the outcome, Norton and Kimball said teams should celebrate with things like a celebratory lunch or small giveaways after their first process improvement attempt.
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8. Repeat.
After celebrating success, it’s time to move on to the next process in the queue. Process improvement isn’t a one-time thing, the researchers said, and instead represents a cultural shift."

Trechos retirados de "An 8-step guide for improving workplace processes".