Our team has documented our core processes, but nobody actually follows them, and we are constantly dealing with inconsistent service delivery. How do we move from having documented processes to getting everyone to actually follow them?

Question

Tyler Smith · Accepted Answer

Documenting your core processes is only half the battle. The real work is getting them followed by all. When employees ignore documented processes, it is usually because the documentation is too long, too complex, or completely disconnected from their daily reality.

First, simplify your documentation. Your core processes should not be massive manuals. They should be high-level, clear documents that outline the major steps, using the 20-80 rule where twenty percent of the steps yield eighty percent of the results.

Second, you must train everyone on the simplified processes. Do not just email a document and assume people will read it. Run interactive training sessions, and use your managers to coach their teams on the correct way to execute each step.

Third, measure compliance. Integrate key process metrics directly into your weekly Scorecards. If a step in a process is critical, there should be a number on the Scorecard that reflects whether it was done correctly.

Finally, hold people accountable. If a team member consistently refuses to follow the documented processes, you must address it as a GWC™ issue. If they cannot or will not follow the established systems, they are in the wrong seat.