"I am a huge proponent of “Process Done Right.®”, our registered trademark at Protocol Link for many years, and with good reason. We have found time and again over 23+ years the greatest successes come from collaboratively defining the involved process from all perspectives: planning, building and refining the process by integrating needs/feedback from stakeholders top-to-bottom; linking the pieces of the process together and to associated processes, objectives and accountable functions; and monitoring using identified key process indicators to create a sustaining, communicative improvement loop. Listen, plan, link, build, and sustain. This seems obvious, but for many companies the word “Link” is an afterthought rather than an integral part of a thoughtfully conceived process design. Although the “process” looks good on paper, it still generates exceptions or under-performs. Why?
A good starting point is to ask, early on, some fundamental questions. For instance, does my process:
- Have easy-to-follow workflows and instructions across functions?
- Focus, align, and reward each function to the same operating objectives?
- Define and rigorously control key process indicators to assure consistent quality?
- Holistically identify risks and continuously and systematically mitigate them?
- Demand accountability for results equally to all stakeholders?
Global regulators have feasted on companies who fail to carefully link their processes so they perform consistently every day. I encourage you to involve your teams to work together to ensure these process linkages are viable, executing, and working for you."
Steven Weltler
President, Protocol Link
