21. Decentralize unless
there are compelling reasons to do otherwise
downward and move resources to forward positions where they might
be used to more rapidly and flexibly serve the customer. Move back
and consolidate where there are compelling reasons to do so because
of economies of scale, critical resources. Make sure this doesn't
compromise service, quality, or flexibility.
simplify, automate, integrate, in that order
spend big bucks on automation until you know what it is you'll be
automating, and there is a simplified approach for running the
business. Often, simplification of the existing system can pay for
some or all of the subsequent automation. Scope out the entire
effort before automating anything. Automation and integration
should be a logical culmination of a well thought-out plan.
23. Employ the
conference room pilot approach
In spite of everyone's
best efforts, processes may still be complex. Therefore, it is
extremely important to have tools for testing, refining, and
training to ensure best results, with minimum risk. The conference
room pilot approach is such a tool, and works by running off-line
tests of the system, manually, and with proposed operating computer/
software systems, prior to live implementation. Mistakes are made,
and education/training occur, in the conference room, not in the
heat of battle in the office or on the office or on the factory
floor. Project leadership uses mission statements, objectives,
and issues lists to design test scenarios, and then leads the group
through these for training, debugging and problem solving purposes.
implement policies, procedures, checkpoints, controls,
generate any more rules and paperwork than are needed. Well educated
people with clear missions need less of this. Where it's not enough,
well written and simple policies will often provide adequate
guidance. Where that's not sufficient, one may need to add specific
procedures. Install checkpoints, logs, controls only when they are
really needed to gain control of a tricky situation.
clear lines of accountability. Accountability can only result when
there is authority, responsibility, and adequate tools to get the
a small number of simple metrics, linked to mission, goals, and
objectives. Communicate the results, and take corrective actions, if
"discontinuous thinking" techniques
people would have you believe that inductive, rational thinking is
the best way to reengineer a process. It ain't necessarily so.
Alfred Nobel invented dynamite, which funded the Nobel Prize, mostly
by accident. Federal Express was based on an idea to transfer
Federal bank funds overnight. Brainstorming sessions may take
half-baked or unrelated ideas and transform them into powerful,
creative change concepts.
customers, consultants, outsiders, games, your spouse, whatever will
help generate ideas that break the confines of the existing
26. Insiders lead,
outsiders, such as consultants and educators to teach your people,
provide temporary reinforcement, and skills needed only
sporadically. Build the core of leadership and ownership internally
when permanent resources are required. Think of outsiders as
27. Small teams, but
with a "guiding hand"
ideal team size seems to be 3-8. More is unwieldy- a
"committee," less is harder to attain critical mass. If
you need others to help gain consensus, provide technical advice,
etc., bring them in on an as needed basis, as consultants. For
example, if you're reengineering the purchase requisitioning
process, don't have all 117 people who write, process, and approve
these on the design team. Assemble a small team of the best and
brightest. Have them consult some of the others, and ultimately
either review or provide write-ups of the proposed changes to the
others for advice and consent.
assume that the teams will be self-managing, especially if they
don't have a track record of doing so. At a minimum, even very good
teams benefit from help with key
parameters, such as
mission, objectives, metrics. Less competent teams may need help
with their own process of accomplishing things, as well as technical
subject matter assistance. Seeding teams with well-trained team
players is helpful.
To be Continued
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