Sustaining a good process

You’ve fixed the broken process. Things are flowing better. People are happier. But here’s the truth: even the best-designed process won’t stay good forever.

Things change - customer needs, legislation, technology, policies, team structures. If your process doesn’t adapt, it slips back into old habits with delays, confusion & workarounds.

The aspiration should be continuous improvement, not just maintenance. So how do you keep a process working well and getting better? 

Here are some simple habits that make a big difference

• Keep it visible – Don’t let the process live in a dusty document. Keep it front and centre so everyone knows what “good” looks like. 

• Ask for feedback regularly – The people using the process every day are your best source of insight. Make it easy for them to say when something’s not working. We love a daily stand up; this helps keep things visible and gives people an opportunity to speak up. 

• Look at the data – Track key measures (like time, quality, or satisfaction). If they start to dip, it’s a signal something needs attention. 

• Go & See and Process Confirmation - This is a critical management task. You can't see problems from behind your computer screen, so get out there and see what's happening. Take time to ask, "Is this still working? What’s changed? Where’s the friction now?" 

• Encourage curiosity – When someone says, “why do we do it this way?”, treat it as a gift (not a challenge!). 

Sustaining and continuously improving good processes is less about control, and more about ownership. When people feel they own the processes, not just follow them, they’re far more likely to keep it healthy. 

Because good processes are living systems. And like all living things, they need care and attention.