Not every organisation needs to develop process managers with Lean and Six Sigma skills. Yet, every organisation deserves to have managers with some basic process management skills. Even better, if process management skills became part of the daily business routine and were applied unconsciously, became habits. What are the seven habits of highly effective process managers you should be cultivating?
Habit 1: Know Your Customers and Their Voice
Understanding the Customer is Key
Always be connected to your customers beyond customer surveys. Understand their differentiated needs and foresee changes. Treat your colleagues as customers, too. They rely on you and you on them. Read more…
Habit 2: Believe in the Moment of Truth
Always be prepared for the moment that counts – the moment when your customers get in touch with you, receive your service or utilise your product. Focus on the moment of truth and make it worth waiting for, for customers and colleagues. Read more…
Habit 3: Drive Continuous Improvement and Innovation
Always challenge the current status of your process before it gets challenged by customers or competitors. Do not be satisfied with stable processes and good results. Strive to get even better. Accept mistakes as part of change. Make sure they do not reoccur. Read more…
Habit 4: Focus on Processes – Rather Than People
Always assume that high quality is delivered by your staff and problems happen in processes. Therefore, focus on processes to identify root causes for problems. Strive to eradicate weaknesses and opportunities for defects in processes. Hence, your staff will deliver quality. Read more…
Habit 5: Use the Power of the Team
Always involve your staff when you work on improving processes to better meet customer needs. They know the process best. They have plenty of ideas and wait for their chance. Before giving them additional skills, plant some motivation by showing your trust.
Habit 6: Communicate, Communicate, Communicate
Always communicate your objectives and how to meet them. Information prevents rumours from occurring, especially in a changing process landscape. Communicate proactively and directly. Show sentiments – be human. Do not rely on email and intranet.
Habit 7: Reward Behaviours You Wish to Promote
Always reward positive behaviours immediately. Show appreciation for small improvements and innovations. Reward teams and individuals. Say “Thank you” a lot. It will come back to you.
