Description

Four capabilities must be in place in order for process innovations to succeed. _x000D_ _x000D_ The first is leadership. Senior executives must understand the “process stuff,” be convinced it is necessary, and be prepared to do what it takes to make it happen. _x000D_ _x000D_ The second is culture. People must be 1) comfortable with teamwork, because process is all about breaking down barriers and collaborating with people in other areas; 2) the focus on the customer first, not the boss; and 3) change is the norm not something to be avoided. _x000D_ _x000D_ Third is a governance system. Systems such as “process owners” collaborating in a “process council” with a “steering committee” must be in place to manage the process system so it doesn’t fall apart. _x000D_ _x000D_ The fourth is expertise. Smart people with good intentions aren’t enough.