The Global Process Owner’s Dilemma

I just read the best summary I’ve ever seen of the conundrum facing most global process owners.  It’s from Walter Popper of FCB Partners and his advice is so good that I’m just going to quote it in full…

“At FCB we’re often called on to explain how process owners can be held accountable for performance when they have few resources and no power – nothing but the title and their own best intentions. It’s the Process Owner’s Dilemma – influence without authority. And it’s a problem for process leaders and professionals worldwide.

Most people find the role challenging and the learning curve steep, particularly if they’re in the position part time. That’s why we offer entire courses on the topic. But the key to success is no secret. Great process owners follow a few simple guidelines:

  1. Promote the power of process: Continually remind those around you of the process and why it matters: end-end flow and operational excellence to provide a great customer experience at the lowest possible cost
  2. Set a process agenda: Determine your process goal, strategy, and initiatives by engaging key stakeholders early and offering development opportunities for up-and-coming talent
  3. Speak up for the process: In every message, at every meeting, with every position you fill and decision you make, advocate process management as the best way to deal with functional fragmentation
  4. Mobilize allies: Raise awareness and build support among forward-looking decision makers, opinion leaders, and front-line teams; if you get the 20% early adopters onboard, the rest of the organization will follow
  5. Tell the truth about today: Identify appropriate measures – both outcomes and leading indicators – and build the dashboard into everyday management
  6. Take on problems and deliver solutions: Be accountable. Make it a habit to walk around. Ask questions and seek faster, cheaper, better approaches. Find and solve a few critical customer problems. Deliver value every quarter.”

I have no connection with Walter or FCB, by the way, this is just recognizing and sharing something very well put.

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