Process Resistance

I see two kinds of resistance to joined-up process thinking. Sometimes it’s a failure of imagination. People who can’t imagine that things could be significantly better. The opposite of visionary.

More often though, there is understanding of the potential – but a wilful decision not to embrace it. Now resistance may be justified in some circumstances. But most often it’s just an aversion to rigour, accountability and a long-term perspective.

I was in a GBS leadership team discussion recently at a Fortune 500 company. The Head of HR heard the pitch, and the mixed responses from around the table, then summed it up perfectly for her colleagues:

“We may not like it necessarily – but this discipline is exactly what we need.”

Moving an entire GBS organization to a new way of working requires significant and sustained effort, and continuing executive sponsorship.

But without this new way of working, this GBS organization cannot safely deliver its ambitious growth targets.  It reconciles the tension between its twin objectives: to expand at pace, delivering substantial savings and sustained service innovations over the next five years, and to ensure compliance in a highly regulated environment.

Related posts

10 Jan 2013    Nimbus V9 And The ROI On Engagement

11 Dec 2012    Process Management and Google Maps

© Text Michael Gammage 2013

To-Be Or Not To-Be

hamletA frantic call from a managing consultant at a Nimbus partner, asking for help on his way into a client meeting, reminds me of our own little Da Vinci code.

Only we, the process cognoscenti, know what Shakespeare really meant. Hamlet’s original soliloquy was not merely about the most noble course to follow. It directly addressed the more fundamental issues in process discovery:

‘To-Be or As-Is, that is the question…’

My friend’s client may be at the bottom of the process maturity curve but they have aspirations, and an urgency (hence my friend’s assignment). But, as is so often the case, they only want to focus on the future. When your organization is largely dysfunctional and you have finally gathered the energy to act, it’s natural to want to focus on the sunlit uplands of process maturity: ‘Let’s not waste time with the As-Is, let’s just focus on the To-Be processes’.

It’s fair to say that consultants themselves often disagree on how important it is to capture the As-Is processes. But none that I know would ignore them. You can’t plan a journey without a startpoint. Transformation plans without an adequate understanding of the As-Is processes are very likely to fail. So, at the very least, capturing the As-Is processes reduces transition risks.

But paying attention to the As-Is processes helps in other important ways too. It can expose gaps, overlaps and inconsistencies that were overlooked because the organization’s focus has been on heroic fire-fighting. It reveals connections and hidden dependencies. Often it throws up new ideas for the future state, and highlights issues that will be need to be addressed in the transition. It grounds the definition of the To-Be processes. Above all, it gets people collaborating across functional silos, using the language of end-to-end process.

Process maturity is ultimately founded on an organization’s cultural mindset. Jumping straight to the To-Be processes is a quick-fix mindset. We’ll always need to execute quick fixes – but process maturity requires the organization to be able to operate in a more detached and analytical mode as well.

My friend’s client of course doesn’t see it this way (hence his call for help). So he will take on ‘the slings and arrows of outrageous fortune’ and risk arguing that his client needs to do an elementary capture of the As-Is processes, just to reduce transition risk. And be confident that the client will gradually come to realize that time invested in capture of the As-Is can be consulting budget very well spent.

Which we all know is pretty much what Hamlet would have advised in the circumstances:

Thus conscience doth make cowards of us all,
And thus the native hue of resolution
Is sicklied o’er with the pale cast of thought,
And enterprises of great pith and moment,
With this regard their currents turn awry,
And lose the name of action…