2 of the Biggest Mistakes Organizations Make When Doing Process Improvement

Process improvement can be boring and tedious, but it doesn’t have to be. Oftentimes, it is only due to misconceptions and mistakes organizations make when doing it. But once myths are dispelled and mistakes are avoided, I can guarantee you and your people would enjoy the “process” 😀.

This is the first part of a blog series covering the biggest mistakes and myths about process improvement that every leader should know.

Mistake #1 Building processes that benefit the organization, not the customer

One of the biggest mistakes organizations commit right now is building processes that are good for them but not good for their customers. You can experience this with healthcare companies asking you to fill out an 18-page application form in advance. They’re putting the burden on the customers when it’s their job to do it. Why make it harder for people to give you money?

The push has been to remove bodies–operate with fewer human touchpoints–and decrease costs. But it’s a hindrance to the customer’s experience and one of the main reasons why people decide not to do business with a company.

These days you’ll often hear people say, “The system won’t let me do it.” Now we’re…