One reason that global business process improvement and organizational change management initiatives fail is that they are driven from the perspective of a single business unit, usually the one closest to headquarters where the project sponsors are. Until recently, the other alternative was to painstakingly audit the similarities and differences across multiple business units in multiple locations, and piece together something that meets everyone’s needs.
As an alternative, the Center of Excellence for a particular process area can provide a light framework that prevents crowdsources input from across the organization. The RACI chart is a great tool for setting some crowdsourcing boundaries, and safeguarding against anarchy. The goal of any Center of Excellence in a particular area like Supply Chain, Finance, IT or Customer Service, is to develop reliable, predictable, repeatable performance, no matter who is doing the work or where in the world it is being done.
Many businesses already crowdsource input from their customers with a variety of survey methods and incentives, but many still struggle with how to effectively pull together and act on the input from their global employee base.
With the adoption of collaboration tools such as Microsoft Sharepoint, and Microsoft Lync, process and organizational change initiatives can be driven from a single center of process excellence, but they can crowdsource improvement input across multiple process owners, process participants, and what we have always called the “process customers” – those who receive the value added outputs of any discrete business process.
The toolset provides broad opportunities for both synchronous and asynchronous collaboration.
- Use Lync within your organization for scheduled voice/video meetings that allow collaborative authoring of process documentation.
- To bridge the difference in timezones and keep the ball rolling between these sessions, Sharepoint offers rich capabilities for collaboration on working documents and drawings, which can then be officially published to the broader audience by the Center of Excellence.