How do you document your current sales and customer service process?
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The process as it actually works, not as the procedure says it should. That difference determines whether the implementation succeeds.
- 6 steps
- Total time: 6 h
- Preparation: 2 h
- Result: A process description people can relate to
Required tools
- Access to those carrying out the process — They are the source, not the procedure description.
Map
1.Follow one case from start to finish
Take one real inquiry and follow it through every stage. This reveals handoffs and waiting times that no process map shows.
2.Note where the work comes to a halt
Where is something waiting for someone? Where is the same information recorded twice? This is where the gains lie, and it is not apparent in an idealized description.
3.Describe the variation
If two salespeople do it differently, document both approaches. Pretending there is only one process results in a solution that works for no one.
Make it usable
4.Keep the description brief
One page per process. Anything longer won’t be read, and therefore won’t provide any guidance.
5.Select what to change
Distinguish between what should be retained and what should be removed. Otherwise, you will end up recreating today’s workarounds in the new system.
6.Get it confirmed
Have those who carry out the process read through it. If they do not recognize it, the description is wrong—not them.
Discussion
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