how to avoid employee workflow errors
DESCRIPTION
TRANSCRIPT
The Data
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Human errors are
inevitable –
that is what’s human
about them.
The Data
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We can’t eliminate
errors, but we can try
to minimize them by
methodically
identifying the source
of common issues
through workflow.
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It isn’t a
linear
process…
… so we
made a
flow chart.
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Balance should
be maintained
between two
parameters: Source: http://www.flickr.com/photos/29174632@N00/2208944056
The “How”
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Balance should
be maintained
between two
parameters: Source: http://www.flickr.com/photos/29174632@N00/2208944056
The training process is
important, no matter
how simple, intuitive
or straightforward the
workflow is.
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In an organized onboarding process, the employees
can ask questions in a legitimate context.*
*Someone who has been doing the work for months or years will hesitate to exhibit ignorance.
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Keep the option for
guidance open, even
after the training is
over. Site tours and
tooltips can pick up
where the trainer left
off.
Hi there, employee!
Would you like to
run through the
tutorial again, this
time at your own
speed?
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The “Why”
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Now, we scrutinize the workflow:
1.What are the workflow stages?
2.# people who interface with the
process?
3.How many back and forth-s?
4.What are the ancient precedents?
5.What is the work scope of each
stage?
6.Are all these stages really necessary?
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Remember, you’re only collecting information at this point. Consider sketching a flow chart to help visualize complex relationships and hierarchies.
Source: https://xkcd.com/518/
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The Structural
Bottleneck
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A structural bottleneck
is characterized by
some inherent flaw in
the process. It should
be fairly easy to
identify.
Img source
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Source: http://www.flickr.com/photos/53370644@N06/4976494944/
More clues: an
element that slows
down the workflow,
confuses employees
or lays the ground for
some overlooking,
falling-in-between-
the-cracks or simply
misunderstanding.
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Rethink the
Process
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It is now time to rethink the workflow:
Is one of the stages unnecessarily
long?
Can any stage be made more efficient?
Can you merge any of the stages?
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Example:
Bottleneck: path from Ordering to
Billing is too long.
Problem: bills aren’t always sent on
time.
Solution: automate part of the process
(e.g.: CRM notifications).
Result: Billing will expect and inquire
after it, not just react to Sales and
Distribution.
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Delegate Ownership
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Let your
employee own the
workflow.
S/he should review it,
make recommendations
for improvement and see them through.
S/he will feel more
connected to their
work, invest more
effort in doing a
better job.
S/he will
concentrate more
and actively avoid
making workflow mistakes.
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The
Human
Bottleneck
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The human bottleneck
is obviously more
sensitive and requires
more delicate
handling.
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How to identify it: measure several
employees’ performance of the same task.
If only one of them is underperforming –
it’s probably a professional challenge, not
a structural workflow issue.
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Devise Support
Mechanisms
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Your job:
Help contain the challenge
Find tools to deal with it
Manage employee
frustration
Decrease workflow errors
Not everyone is a Time Management Whiz.
Top left: Trello, Wunderlist, Remember the Milk, Time
Management Ninja, Cold Turkey, Any Do, Pomodoro Technique
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And finally – let your employees make mistakes.
They need to know it’s manageable (if far from
welcome). Only people who do, make mistakes.
So afford your
employees room to
make the occasional
error, so that they
can do and do well –
the rest of the time.
Why Iridize Mobile? We Hope That Was Helpful!
Read more about onboarding solutions at blog.iridize.com Or request a demo at [email protected]
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Icons in this presentation made from Flaticon.com: Freepik by
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