Invisible processes represent the unseen and often disorganized approaches to task completion, making it challenging to monitor progress. Despite the completion of work, the specific methods used remain unclear due to the informal, inconsistent, and error-prone nature of these processes, even when carried out by the same individual.
Understanding how information is shared is pivotal in uncovering invisible processes. This involves recognizing all parties involved, both formally and informally. Informal contributors may not perceive themselves as integral to the process but are willing to assist when approached. However, complications arise when their involvement is hindered by their own work commitments or unavailability due to transitions.
Introducing transparency into workflow creates swift identification of areas requiring improvement and yields significant returns on investment. However, the proliferation of technology complicates matters further. Employees are inundated with multiple options for task completion, resulting in a confusing communication landscape. With numerous software tools offering similar features, employees navigate through various chat platforms, calendars, and emails, fostering an environment where invisible processes thrive and obstruct the monitoring of work requests and progress.
To expose these invisible processes, a proactive approach is essential. Assemble a small team to investigate how work is requested—revealing the true methods, including informal channels utilized due to the perceived complexity or political dynamics of formal processes. Determine what elements are “formal” and which are simply completed in various ways. Explore how data or information is accessed and whether or not it is readily available or accessible for those completing the process. Identify all software systems being used and determine how they are hindering workflow efficiency.
Initiate the process by targeting critical tasks with limited visibility. Compile an inventory of individuals involved and the systems utilized, encompassing emails, chats, calls, workflow systems, and spreadsheets. Evaluate opportunities for consolidating or streamlining these systems, addressing office grievances based on insights gleaned to incrementally enhance workflow efficiency. In my experience, this quick process mapping exercise should reveal the true nature of work and give you the visibility to make immediate and impactful changes.
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