Avoid assumptions when capturing your processes

There is a saying about what happens when we assume, and history has plenty of examples proving it true. In 2007, then-CEO Steve Ballmer voiced one of Microsoft’s key assumptions: “There’s no chance that the iPhone is going to get any significant market share.” That prediction proved painfully incorrect, and the Microsoft phone was officially discontinued in 2017, never having caught up to the massive lead that Apple had amassed.

The very definition of an assumption is an unproven truth, and that’s not something we should be comfortable with when discussing process management. Unfortunately, many processes are built on assumptions made by well-meaning management teams or external experts who haven’t been given enough information to know better. These assumptions can lead to a rose-tinted view of the organization’s workflows, as those with process knowhow make guesses about the actual conformance to best practices and the real-world use of effective methodologies.

While the results look good on paper, these overviews sometimes don’t bear much resemblance to reality, and that becomes a problem when that documentation is meant to form the basis of digital transformation efforts.

READ: Rebranding process excellence as process enablement

Process automation is a powerful tool for business growth

Process automation is a powerful tool for business growth, providing plenty of scope for improving process efficiency and effectiveness in almost every industry. However, those automation solutions can only be as good as the information they’re built from. When the source processes are flawed, the outcomes will increase friction for the frontline staff and entrench any shortcuts they already take to circumvent the ‘official’ protocols. That’s why capturing processes needs to happen on the front lines, with the people who know the processes best, and in collaboration with the team tasked with developing digital improvements.

It starts with gathering information from the subject matter experts. These aren’t process gurus, but the people who go through the procedures day-in and day-out. They’re the ones who know where shortcuts are taken and where systems are convoluted. They understand the real workings of the business and can provide valuable insight not into what should be done, but what actually happens. Workshopping a picture of the ‘as-is’ processes with them creates a realistic image of current practices and ensures that the nuances of their workflows aren’t glossed over.

READ: What Microsoft’s Clippy can teach us about process automation

Embedding IT process developers in process capturing workshops

Another key benefit of grassroots process mapping is the chance for those unfamiliar with the work to hear about it from these experts. By embedding IT process developers within process capturing workshops, you can ensure they really understand not just the steps but the rationale behind them and the frustrations surrounding them.

This creates a great foundation for building a better solution. Having a clear picture of the existing processes as they really are, ensuring that issues of compliance, risk and proper procedure can be addressed in a way that benefits everyone. It also means there is a collaborative space for exploring improvements. Often, the people working with the processes will have sound ideas on streamlining them or where breakdowns are likely to happen. Leveraging that information ensures the best possible outcomes when it comes time to update processes to newer, more effective versions.

Still a place for humans in process automation

Doing all this alongside the IT team also means they’re not left with their own assumptions when it comes to developing automation solutions. While the promise of AI tools capturing procedures and developing workflows from them isn’t far off, there’s still a place for humans to interpret process maps and explore optimization. Being able to do that with insights into the experience of executing those processes will ensure that the workflows being developed are fit for purpose both from the business perspective and that of the people who will interface with them.

There is always uncertainty in the ever-changing business world, and the associated risks can never be eliminated. However, you can cut assumptions out of your processes by working with the people that know them best and building better solutions alongside IT professionals who have been part of the journey. When the guesswork is removed, you can have confidence in your processes and the solutions that will continue to improve them.

PEX Report 2024 global state of process excellence

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