‘Having made some changes to some of the processes we use in our businesses, we’ve noticed that a few of our team are falling back into old habits. We made these changes to improve our customer experience. How do we ensure people are sticking to processes over time?’
When you’ve done something a certain way for so long and then it changes, it’s hard not to fall back into old ways of doing things. But your business has invested in researching how to improve your processes for a reason, so it’s important that your whole team are on board. Here are a few examples of things you could input to stop old habits creeping back in:
1. Document your processes – where possible, create simple and accessible resources for your team to use as they are implementing a new process. When creating these resources, speak to your team to understand how best this information could be presented. Would it be more accessible if the resource was a resource they can watch rather than pages of writing?
2. Ensure your leaders are able to support – whenever you’re implementing a new process, make sure your whole team know who they can go to for support should they have any questions or uncertainties. You want to make this change feel easy.
3. Set clear KPIs or OKRs to measure outputs – when deciding which areas of your business need improving, you should always assign some process measures so that you can understand and showcase the impact these changes have made. For more information about how to set KPIs and OKRs, drop me a message!
4. If you’re a larger organisation, consider implementing some Process Mining Software. This will allow you to track how people are working, and whether processes are being adopted. You can then compare outputs with KPIs and measure overall success of your changes.
#BusinessOperations #ChangeManagement #BusinessImprovements
