Why process capture is important for unstructured processes

This article on BPM.com caught my eye yesterday, “Will standard processes soon be extinct?“, particularly the comment from Software AG Chief Evangelist Theo Priestly. Citing Jim Sinur‘s ‘Dark Processes’, Theo recommends exposing these hidden processes and encouraging them. Based on my experience I’d have to agree.

In Theo’s words:

“Jim wrote last year about Dark Processes, those which lurk around the enterprise conducted by many but defy definition.”

One of the problems with undefined and undocumented processes is often they lack the benefit of process improvement experience. And let’s not forget that process improvement techniques have been incredibly effective over the past century in manufacturing and more recently with Business Process Management Systems automating, and ultimately speeding up highly repetitive and high volume transactional work.

What this article, and many others, are discussing is the limitation of process improvement in the modern World and what happens next. In my experience the one area that seems to continually get left out is the human element. These so called unstructured and dark processes are being orchestrated by humans. These are experts in their field, they have experience and skills that allow them to adapt the way they work to the changing environment. They know when to employ a standard process and when something needs to be created ad hoc.

The thing that most of these workers are not, are process experts and therefore the processes they operate are not as efficient as they could be. I find in these areas people are continually bumping into each other, duplicating work or, worse still, getting things wrong.

Simple process capture workshops can be very useful here, the objective is not to create some perfect standardised documentation. The purpose is to get those working together in the same or related areas and to discuss how things are done today. Not tomorrow but right now. In an ever changing environment it’s easy to forget exactly what your colleague is doing, what they expect of you and what you expect of them. Running regular but short and simple workshops keeps people aligned without hamstringing them with over simplified and rigid processes. It allows them to discuss real and potential issues and how to solve them in the immediate future.

I’ve had this experience recently with agile development teams. There’s a high level 4 or 5 step process but what happens in each of these steps is different in nearly every iteration. After every third or fourth iteration the retrospective is run as a process workshop. The process is torn up and re-captured every time with a focus on what went well, that we’d like to do more of, and what didn’t work, that we need to get better at. This allows the team to openly share ideas and improvements and try them out in a highly agile environment.

It doesn’t make people process experts but it acknowledges these so called ‘unstructured’ processes as being essential. It also gives a checkpoint and an opportunity for continuous improvement.

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