Processing the Process (55)

Do your business processes feel more like a tangled web of handcuffs than a straight path to profit? In this episode, Lars from Calgary Lock & Safe, Tony from Assured Security, and Chad from Loc-Doc Security dive into the pain point of process over-complication. They discuss how businesses naturally add steps and standardization to solve an occasional edge case (a 1-in-100 failure) or to dummy-proof a system, resulting in processes that waste time and impede customer service.

The hosts share real examples of internal processes, like a complex quote-to-install workflow, that became so burdened with preventative measures (like a "not to exceed" field or double-check boxes) that it hindered the entire team. The key to fixing this lies in getting fresh eyes (like moving an employee to a new department) or front-line people involved, who can see the wasted time of waiting for the next dispatch call or the frustration of a convoluted invoicing step. You'll learn how to distinguish between necessary standardization and unnecessary operational nuisance, and how to encourage feedback loops that celebrate simplification through tools like the IDO method and weekly reporting.