Seven Habits of Highly Effective Process Managers

by Uwe H Kaufmann

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

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

Understanding the Customer is Key

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.

process manager seven habits

Uwe H Kaufmann

Dr Uwe H Kaufmann is the founder of Centre for Organisational Effectiveness (COE Pte Ltd), a business advisory firm operating out of Singapore. As consultant and coach with many years of experience, his passion lies in supporting organisations to improve their effectiveness.
Uwe is a German national and Permanent Resident of Singapore. He has four children and nine grandchildren … and counting.

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Seven Habits of Highly Effective Process Managers

Habit 1: Know Your Customers and Their Voice

Habit 2: Believe in the Moment of Truth

Habit 3: Drive Continuous Improvement and Innovation

Habit 4: Focus on Processes – Rather Than People

Habit 5: Use the Power of the Team

Habit 6: Communicate, Communicate, Communicate

Habit 7: Reward Behaviours You Wish to Promote

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