Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is just a easy escape from offering bad customer experiences. How many companies actually mix bad internal processes with regulations? Quite many it seems!
Test the pulse of your processes – and see if they are still alive!
Many processes are like automatons. They wake up in the morning, brush their teeth, take the train to work and start toiling . For four hours they check their emails, put out fires and curse the work they do. Then, finally, it’s time for a lunch break. They grab something to eat, read the latest news, check Facebook and begin to feel sad about going back for their afternoon session at work. They head back to the desk, work for four more hours, take the train home and watch TV until going to sleep.
