“Process saves us from the poverty of our intentions.” – Elizabeth King
What a phenomenal quote. We can hope, want, and intend for the best. We can be diligent, and mindful, and desire the optimal outcome. But since we are human and we can fail, those intentions can also fail. A process can hold us accountable for the results we want to see.
Admittedly, I do not lean towards process. My initial response is to “just get it done” and being so concerned about others’ opinions I tend to communicate whatever needs to be shared and it can suffice. However, that does not scale. Because it is reliant on my behavior/time to remain the same. Now, what happens when I need someone else to execute the work? What happens when my schedule is so busy and I forget?
I believe in Progress over Process. But you need a Process to Scale. And Process can establish Habits.
Progress – Making the change you seek to make. Getting results. Building momentum. Getting your stakeholders what they want.
Process – A clearly defined set of steps and actions to achieve a particular outcome. Easily repeatable and transferable.
Scale – Grow. Efficiency. Liberty. Potential.
Habits – The automatic things we can do without having to think. How we choose to spend our time because we see the value.
As someone who identifies as a “people pleaser” (shout out to my fellow Gallup Strength Finders “WOO” folks) and someone who doesn’t lean towards to process I love to see Progress. And so do my stakeholders. It’s because they can see that I may be going around a certain established process or pioneering process-less lands to get them what they need. I’m not throwing processes in their face and withholding project momentum. They see I am an advocate for them. That is fantastic until it isn’t. When it comes time to repeat, scale, or analyze & implement, it can be challenging. There is a time a place for this type of approach, but I believe, it is best to use this approach as a tool, not the rule.
Process is one of those words that can make people feel excited because the blueprint for not getting in trouble is handed to them or they can feel allergic to it as they are being told what to do. Think about Standard Operation Procedures that you’ve been asked to execute before. The ones that were too detailed and lacked to inform you of the significance of this work can be so life-sucking. The ones that were too vague and contradictory to what others actually do are confusing and lose credibility as valuable. Processes that are clear, flexible, and informative can be magical. They can keep others accountable, get the work done, and retain the human element in the work we do. Our goal should be to find the magic. To develop a Process that emphasizes the experience of the user going through the Process.
Scale can be challenging and subjective. The way that I see it, scale means growing a process and freeing others up to spend time in other valuable places. If you do not have a Process that can be shared with others so you can focus on Progress, well, good luck. You’ll probably spend time troubleshooting, training, retraining, and spending time on work that you (or those in charge) may not view as the best use of your time.
Habits are developed. They can be good. They can be bad. Now how does it relate to this topic? Well, if we have a clearly defined set of steps that drives an impactful change that is easily repeatable and keeps some flexibility/human element to it, and you’re not continuously referencing a Standard Operation Procedure for a step-by-step instructional on how to do your job, you can just carry out the work naturally. You know that each action you do has value, you understand the context, how it impacts others, and where you have the autonomy to bend the Process for Progress for the greater good of the project. This type of situation is empowering, and accountable, and promotes a positive internal and external customer experience.
Next time you’re developing, working in, or in need of a Process try challenging yourself to think about that gray space where Progress and Process can co-exist. Think about how this Process is going to be received by its users. Will this Scale the way I hope? Is this going to establish the habits our business and customers need from us?
