Process improvement
Strongest readChange how the work flows — remove steps, name an owner, fix the hand-offs.
Why
- The process is only partly written down, which usually means it is only partly designed.Based on what you said about how much is written down.
- Skilled people doing repetitive work is a process design problem first.Based on what you said about the shape of the problem.
- Repeatable work can be redesigned once and improved for good.Based on what you said about how repeatable the work is.
- Before adding people to overloaded work, it is worth removing the waste from it.Based on what you said about what you are trying to work out.
- Fixed, repeatable steps are what ordinary workflow automation is for — changing how the work runs, without building anything bespoke.Based on what you said about how repeatable the work is, how much judgement it needs, how often the work comes up, how much is written down and whether software is already in place.