Comments on: Perfect Process http://www.bradenrussom.com/blog/2009/04/08/perfect-process/ Marketing Insight, Ideas and Inspiration from www.bradenrussom.com Fri, 04 Sep 2009 12:10:16 -0700 http://wordpress.org/?v=2.8.4 hourly 1 By: admin http://www.bradenrussom.com/blog/2009/04/08/perfect-process/comment-page-1/#comment-14 admin Thu, 09 Apr 2009 13:18:27 +0000 http://www.bradenrussom.com/blog/?p=114#comment-14 @VB - You're a scholar and a gentleman. All good points. @VB – You’re a scholar and a gentleman. All good points.

]]> By: VB http://www.bradenrussom.com/blog/2009/04/08/perfect-process/comment-page-1/#comment-13 VB Wed, 08 Apr 2009 23:08:00 +0000 http://www.bradenrussom.com/blog/?p=114#comment-13 Manuals are useful, but there also needs to be some institutional memory. "It's always been done that way." is not only a terrible explanation for anything, it's often also a lie. In a mature successful company, processes have most likely evolved to their current state of efficiency. If the flow of your application forms matches your computer screen today, you can rest assured that most likely, it was not always so. Manuals need to educate managers and employees regarding which procedures are following rules and regulations (state and federal laws), which are company policy and which are guidelines. You may have a corporate policy to do whatever it takes to have customers leave the store, or hang up the phone happy. If a clerk adheres to that policy and sells a carton cigarettes to a 14 year-old, both the clerk and your enterprise could be in deep trouble. Manuals are useful, but there also needs to be some institutional memory. “It’s always been done that way.” is not only a terrible explanation for anything, it’s often also a lie.

In a mature successful company, processes have most likely evolved to their current state of efficiency. If the flow of your application forms matches your computer screen today, you can rest assured that most likely, it was not always so.

Manuals need to educate managers and employees regarding which procedures are following rules and regulations (state and federal laws), which are company policy and which are guidelines. You may have a corporate policy to do whatever it takes to have customers leave the store, or hang up the phone happy. If a clerk adheres to that policy and sells a carton cigarettes to a 14 year-old, both the clerk and your enterprise could be in deep trouble.

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