If you have found yourself in a situation where the process seems to change, accountabilities are uncertain and deadlines are missing, then perhaps you have a people, process and technology problem. Getting all 3 aligned is absolutely essential to ensuring any change management process will work. And they have to be resolved in that order.
1. People – what are the key issues: who owns the process, who is involved, what are their roles, are they committed to improving it and working together and importantly are they prepared to do the work to fix the problem.
2. Process – a process can be defined as starting with a trigger event that creates a chain of actions that results in something being prepared for a customer of that process. Starting at high level and identifying the key big steps is important to see the process from end to end. Then moving into more detail to capture the various layers involved and various exceptions. Focussing on the high frequency (Pareto principle) transactions can have significant benefit to standardizing the process. But also remember that it can be the non-standard transactions where service is slipping most or the potential for significant failure in the process may exist.
3. Technology – Now that people are aligned, and the process developed and clarified, technology can be applied to ensure consistently in application of the process and to provide the thin guiding rails to keep the process on track – to make it easier to follow the process than not do so.