Constantly receiving negative comments from internal and external stakeholders when things don’t go to plan? Struggling to scale up and grow your business? Process mapping helps ensure you and your team know what to do and when to do it.
The first stage is looking at process mapping from a high, overarching view. This step involves bringing employees together to ensure everyone understands the meaning of ‘workflow process’, reviewing where most needs processes documented or implemented, and reviewing any processes already in place.
We then jump to the nitty gritty. This involves working with staff members to deep dive into overall workflow processes to identify sub-processes including;
a) Activities – Tasks executed during process across various divisions.
b) Events – Triggers that cause a process to begin, end, or may even redirect the overall workflow process to a different path.
c) Gateways – Decision steps.
d) Flows – identify parallel processes and connect activities across divisions.
The final step involves staff and management identifying and observing any remaining detail to review and discuss to ensure the new overall workflow process and sub-processes are mutually understood. From here, provide education to teams and individuals to ensure they are complying with workflow process, then review the systems to ensure they align.
Imagine bringing in a new team member, and being able to show them a clear process for doing their role, or an overall process of what the company does. Having these processes documented means less repeat questions, and quicker learning from new employees who can consult a process document when they are unsure of the next step.
If one team member is the only one that knows how to do a certain task, or what their role entails, everyone else is at a loss when that team member falls ill, takes leave, or leaves the business. Ensuring processes are documented and information is shared ensures that these knowledge gaps are covered if a team member is not around.
When employees have clear processes and know where to find information, they are more effective and productive. When relying on memory or other people to find the next step, time is often wasted waiting for someone to be available to ask, or trying to rely on memory for a task.
Without a solid plan or process, some steps and details can be missed or overlooked. If your employees are relying on memory or other team members to complete a task, human error will always play a part. Having a clear, written process, means that on those days when the brain is feeling a bit fuzzy, employees always have somewhere to look for that next step.
When your processes are clear, and everyone knows the standard that is expected, it doesn’t matter if there are 2, 15, or 300 employees on the team. With clear processes, you can scale your business much easier, allowing you to step away and your employees to take the lead, knowing exactly what to do and what is expected of them.
Imagine bringing in a new team member, and being able to show them a clear process for doing their role, or an overall process of what the company does. Having these processes documented means less repeat questions, and quicker learning from new employees who can consult a process document when they are unsure of the next step.
If one team member is the only one that knows how to do a certain task, or what their role entails, everyone else is at a loss when that team member falls ill, takes leave, or leaves the business. Ensuring processes are documented and information is shared ensures that these knowledge gaps are covered if a team member is not around.
When employees have clear processes and know where to find information, they are more effective and productive. When relying on memory or other people to find the next step, time is often wasted waiting for someone to be available to ask, or trying to rely on memory for a task.
Without a solid plan or process, some steps and details can be missed or overlooked. If your employees are relying on memory or other team members to complete a task, human error will always play a part. Having a clear, written process, means that on those days when the brain is feeling a bit fuzzy, employees always have somewhere to look for that next step.
When your processes are clear, and everyone knows the standard that is expected, it doesn’t matter if there are 2, 15, or 300 employees on the team. With clear processes, you can scale your business much easier, allowing you to step away and your employees to take the lead, knowing exactly what to do and what is expected of them.
Due to the inconsistencies, some clients have had such a negative experience through the client journey process the business has now received some 1 star reviews on Google.
Bridgett knows that if she manages the client journey herself, clients are always delighted with the service.
She started working with Positive HR and our talented HR superstars, who helped Bridget identify her current client journey, what was working, what wasn’t, and how it could be innovated and improved. Part of this was also reviewing automation, tech and the systems used.
Since working with Positive HR, Bridget has been able to greatly improve the experience for her clients and ensure consistency across the team.
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The way Jess shows up fully present in the moment to what you need is rare, especially for someone so in-demand and busy. Jess's knowledge, experience and the sense of purpose she brings to her work shines through. Getting stuff done whilst being a wonderful human at the same time. It's been a pleasure and I look forward to continuing to work with Positive HR in the future.
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