Fix the Process Before You Blame the People: A Smarter Approach to Business Problems
In fast-paced startups and growing businesses, it's tempting to point fingers when things go wrong. But more often than not, the issue isn't the people—it's the process. Before questioning your team's performance, ask: Do we have a clear, documented process? Has it been communicated and trained effectively? Are we overloading our staff beyond their capacity? This article will guide you through a structured approach to diagnosing business problems by first auditing your processes, then assessing your people's capacity and skills. By the end, you'll have a framework to identify root causes and implement sustainable solutions, leading to improved performance and a healthier work environment.
Why Process Comes First
Processes Define Expectations and Reduce Ambiguity
A well-defined process sets clear expectations, roles, and responsibilities. It reduces ambiguity, ensuring that everyone knows what to do, when, and how. Without this clarity, even the most skilled employees can falter.
Process Gaps Often Masquerade as People Problems
When outcomes don't meet expectations, it's easy to blame individuals. However, the root cause often lies in flawed or missing processes. For instance, if customer service responses are delayed, is it due to employee negligence, or is there a lack of a streamlined ticketing system?
The Cost of Skipping Process Audits
Neglecting to audit and refine processes can lead to repeated mistakes, inefficiencies, and employee burnout. Over time, this erodes trust, increases turnover, and hampers growth.
How to Audit Your Process Before Evaluating People
Step 1: Map the Workflow
Visualize each step of your business process. Identify inputs, outputs, decision points, and responsible parties. Tools like flowcharts or process mapping software can aid in this visualization.zenphi+1Holtz Consulting+1
Step 2: Identify Bottlenecks and Breakdowns
Analyze the mapped workflow to spot delays, redundancies, or points where errors frequently occur. Gather data and feedback to understand where the process falters.
Step 3: Verify Training and Documentation
Ensure that all team members have access to up-to-date process documentation. Confirm that they've received adequate training and understand their roles within the process.
Step 4: Ensure Process Visibility and Accountability
Implement systems that provide transparency into the process flow. Assign clear ownership for each step, so accountability is established, and issues can be promptly addressed.
Evaluating People: Capacity Before Competency
Skillset and Training: Do They Know How?
Assess whether employees possess the necessary skills and knowledge to perform their tasks. If gaps exist, provide targeted training or resources to bridge them.
Bandwidth and Workload: Do They Have Time?
Evaluate the workload assigned to each team member. Overburdening employees can lead to mistakes and decreased productivity. Ensure tasks are distributed equitably, considering each person's capacity.
The Startup Trap: Overloading Talent
Startups often expect employees to wear multiple hats, leading to burnout and decreased efficiency. Recognize the limits of your team's capacity and consider scaling resources appropriately to meet growing demands.Talent Management Institute
A Practical Framework: Process → People → Capacity
The 3-Lens Diagnostic Model
Adopt a structured approach to problem-solving:
Process: Is there a clear, efficient process in place?
People: Do team members have the necessary skills and understanding?
Capacity: Are workloads manageable, and resources sufficient?
By sequentially evaluating these areas, you can identify root causes and implement effective solutions.
Case Example: A Startup Scaling Support Operations
A tech startup faced increasing customer support tickets but maintained the same team size. Delays and customer dissatisfaction ensued.
Process: Lacked a ticket prioritization system.
People: Support staff were trained but overwhelmed.
Capacity: Workload exceeded team capacity.Shutterstock+9Office of the Attorney General of Kenya+9Balanced Asset Solutions+9
Solution: Implemented a triage system to prioritize tickets, hired additional support staff, and introduced automation for common queries.
When to Intervene and How
Intervene when:Quixy+40The Digital Project Manager+40isixsigma.com+40
Processes are undefined or outdated.
Employees lack necessary skills or training.
Workloads consistently exceed capacity.Netcall
Actions:
Revise and document processes.
Provide training and development opportunities.
Reallocate tasks or hire additional resources.asq.org+32zenphi+32Reddit+32
Build Systems, Not Scapegoats
Addressing business problems requires a systematic approach. By first auditing and refining processes, then assessing people and their capacity, you create a resilient and efficient organization. This proactive strategy fosters a culture of continuous improvement and accountability.
