7 questions for process improvement
A process can be defined as a set of steps or activities that uses defined inputs to produce a result. While this may not be the actual textbook definition, it is a descriptive working definition for businesses today. Improving the work being done in any organization involves a systematic approach. This is really what continuous improvement is all about. These seven questions, when carefully considered and answered by knowledgeable people in the organization, can help achieve better results for your company.
1. What is the work being done now? Sometimes companies get so enamored with the latest and greatest fashion that they forget the basics of the actual work that needs to be done. This is a good time to step back and really assess the work that is being done on a certain process or business unit.
2. How is the work being done now? This is where you can review the procedures or, in the absence of written procedures, clearly identify the steps that are being performed.
3. What is the work to be done? Does what is being done (#1 above) match what is supposed to be done in this area, department or group of activities?
4. How will the work be done? Once you have identified the work to be done, the procedures currently in use, and reviewed them, you are ready to clearly describe how the work will be done in the future. Write a procedure. Pictures or flowcharts can be great tools to help you develop procedures.
5. How well is the job being done? This is where you define metrics so that actual performance results can be monitored or measured. Focus on the desired results and not on the measurement of specific steps in the work being done, unless they are directly related to the result.
6. How can the job be done better? Now, we’re getting to the continuous improvement part of the action. Identify the specific action steps required to do the job better. Better can be defined as more output per given input (yield), less time, less waste, more money for outputs… you get the idea. Focus on the metrics that need improvement.
7. What are you going to do about it? This is perhaps the most critical question of all. Without doing anything to improve the process, all previous actions have been a waste.
Doing the business job better day after day, week after week, month after month is a never-ending struggle. But, it is the way to beat the competition year after year. Get to work and do it!