Symptoms

• Any series of steps and actions taken to reach a desired goal is a process.
• From value creation to executive decision making, the quality of the process employed determines the likelihood of achieving the desired results.
• A good process is stable, clear and predictable, and reliably leads to the desired results.
• A bad process is full of assumptions, lacks clarity and probably also has a few 'Hail Mary' passes in it.

Treatment

• In order to create a good process, first we need to understand exactly what the desired results are, and what is (and is not) going on today in terms of the current process.
• This is done by walking the process and its associated systems from end to end, at the ‘Gemba’ – with the people who are doing the work. The current reality is determined WITHOUT prejudice or preconceived solutions.
• We carefully capture all the process steps; who does what, when, where and how, and all of the information that is needed to run the process along the way.
• We then tell the complete story of the process in a visual way, by creating a process map (or in some cases a value stream map).

• Every piece of data available is captured on the map and used to determine the baseline performance.
• The process is then analyzed, problem solved and optimized, then a detailed action plan is developed to ensure the desired results are SUSTAINABLY realized.

• This work is best done with a team of people who use the process or its outputs every day.
• We capture their knowledge and ideas, work through all of their concerns, and incorporate all of these elements in the end result.
• This ensures complete ownership (not just buy-in) from the beginning, by ALL stakeholders involved.

Symptoms

• Everyone knows the way to get the most out of people is to have them working together in teams, harnessing the power of the collective whole.

• What some people don't know is that people need to be trained to work as a team, and they need specific tools and skills to succeed.
• Once a team has these tools their team processes become much more efficient and together, they can really flow.

Treatment

• The way we start is by gathering data to determine the baseline performance of any team. This can be via interviews, meeting and process observation, or using group process evaluation tools.

• We then design unique interventions to deliver skills training and to build trust, which is the glue that holds the team together and makes everything else possible.
• The results of these interventions are that teams connect and collaborate together, better than they could ever have imagined.
• We also encourage and develop their creative thinking processes, so that they are navigating not only the current challenges, but also preparing for those that will be coming next.