Designing And Deploying Human-Centric Processes

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procedures easily available in a format that facilitates its look up, training, controlling, incentivating process compliance, etc...

But applying this techniques alone is not a synonym for success.

The real challenge is to get participant buy in. These is were social and cultural factors must be taken in to account, and change management, knowledge management, management of expectations, etc... come into play.

Experience has shown, especially with knowledge workers, that involving process participants in decisions that affect them, ensuring that they are well informed and making them feel that their opinion is being taken into account, is more effective than forcing them to follow the new processes. Although there are some cases were strict discipline must be used to enforce compliance with the process, it is usually better to reward good attitudes than to punish non compliance.

Once the process is being carried out following the new process it is also very important to enable feedback to the system. Process participants' opinions are extremely important to enhance the process and it is likely that they have some good ideas to improve it. For example, performing a specific task in a way that can be institutionalized as a best practice, incorporated to the procedure and deployed to every participant in the process.

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