If you can't describe what you're doing as a process,
you don't know what you're doing.
A fantastic quote from the man who helped design practical work flow based on customer demand.
He certainly helped Toyota in both:
- designing cars based on what the customer actually wanted; and a
- production process that was as efficient as possible.
In a manufacturing environment, this might be distinguished by two clear sets of managers and engineers focussed on:
- designing the latest car, including engine efficiency, improved comfort, latest colours etc ; and
- designing the production line, including how the workers assemble the car, where the tools are placed, and how quickly a car can be put together.
So what does that mean in the office environment? Whether you are processing invoices, clearing insurance claims, or processing benefit claims, who in your office is the expert in:
- the subject matter; and
- the production process?
Most don't appreciated the difference, until asked.
Why does this matter? Simple - cost!
Getting the process wrong increases costs through unnecessary re-work and error. Ensuring work flows in and through the office cleanly, and 'right-first-time', both improves quality from the customer's perspective, improves staff moral, and reduces costs.
It has been shown that efficiency can improve by between 10% and 30%. Who wouldn't want that on the bottom line?
No comments:
Post a Comment