The approval step: non-value work or a way to engage management?
 When you look at a process it is pretty easy to get caught in the "automation" trap. I've seen it over and over - approval steps are removed from processes and replaced with eMail messaging or pull reporting. The idea is noble - remove non-value adding work from the flow so it moves more smoothly, then provide tools to allow managers (in particular) to keep track of what's going on. Afterall, 99% of the time managers seek to approve things more as a way of staying informed than as an explicit quality or value-adding check.
What this approach misses, however, is the human dimension. Often these approvals provide a validation, a sense-check that goes beyond staying in touch. They allow us to catch the oddities, or provide a deliberate intervention where we can feel involved in what we manage. Removing them and replacing them with passive reports that we simply scan or (more likely) ignore does not replace this sense of involvement.
My solution to this, when confronted with it not that long ago, was to introduce a meeting. I know that meetings are frowned upon as value destroyers, but with an appropriate agenda and focus they can be highly effective. Rather than devise deliberate intervention points within the process where managers were required to approve something before it could move on, a weekly update meeting was held where work was reviewed, issues discussed and everyone participated. It lasted 20 minutes, was held standing up and at the end of it everyone went on their merry way.
It was a simple, low-tech, but high impact intervention that kept management informed, allowed them to spot issues before they arose and was a great opportunity to share ideas.
The next time you're faced with approval steps in processes that seem to be little more than opportunities for management to meddle don't discount them. Think about the real reason for them being there and whether you can find an alternative that is both efficient and keeps management actively engaged.
Previously on this blog...
the global leader in Contact Center Consolidation 2.0
2.0 has become a meaningless addition to already poor tag lines.
A dozen beautiful images of Saturn
Wired presents a dozen of the best images from the Cassini mission
Setting up shop in a new country: beyond the website
Building a website for multiple languages is not just about translation. It is a critical business decision that has to be taken carefully.
Why call centre staff deserve your respect
If call centre staff set the first impression for your business, why do we treat them so badly?
Becoming a Specialist? A hard decision to make ...
Specialising requires hard strategic decisions to be made about your business.
When good people move on
Losing a member of staff to another company is not necessarily a bad thing
The quest for quality in Agile Software Development
Why quality assurance remains a central part of project management, regardless of the use of Agile methods
© 2010 Ross Hall. All Rights Reserved.
If you wish to use any of the content from this site please contact me.
All contents provided for information purposes only.
|
|
About Ross Hall