Working Up

by Dwayne Phillips

“We have a process we use here” usually means one person declared the process and that process will disappear the day the person leaves.

I have recently encountered organizations where “process is everything.” I hear boasts of, “WE do it this way all the time.”

In my experience of 45 years (yes, I am that old), I have often seen an organization use a process. Then, one day, they trade that process for another one (going to no set process is itself a process), i.e., they forget all about process. A little investigation shows that one person left one day and the process changed the next day.

The process was this person.

This person was “in charge” and declared the process. In most cases, this person was knowledgeable and meant well. The process they declared worked well for the organization. This person worked diligently to ensure that the organization succeeded. This person also credited the organization’s success to THE PROCESS.

Failures were dismissed as “not following the process” or “Our process seems to have a hole in it for that special circumstance. We will adjust the process.”

Some processes work well for some organizations at some places and some times. Just doing whatever works sometimes (just doing whatever is also a process that someone chose).

Following the lead of someone who is knowledgeable and diligent also works well for some organizations at some places and some times. When that someone leaves, things may fall apart for a while or success may continue.

I like process. I like following procedures that work. I don’t like change without thought. I don’t like much of anything that comes without thought. (I guess THINKING is my favorite process.)

Still, I firmly believe that process is often or usually driven by one person. Perhaps the process will continue after the person leaves. Perhaps not.