The Business Process Iceberg

process iceberg

Only a few of the processes in an organisation are visible.  The majority of them may only become visible when something goes wrong or when the key person who ‘knows how to make it work’ leaves the organisation. This can then lead to business  process tangles where people use their best efforts and and add undocumented workarounds to deliver product or service to the customer.   These article and  video shows how these tangles develop.

Where process automation has been implemented, manual work arounds may be required where the developers have forgotten something important or where budget for development and licensing costs have been insufficient.

To find out where the process tangles are in your organisation, start by asking your front line workers.  Find out about the The Iceberg of Ignorance to understand why.  A quick way to do this is by using my WOMBAT method.