Too Predictable?

Scott Francis
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The Process Ninja says:
Whilst the standardisation of process is important, making processes too rigid impacts negatively upon the customer experience…and we are forced to deal with robots. The way to improve upon this is to embrace “freedom within boundaries” and to create processes that cultivate empowerment. So next time you are writing those call centre scripts, or find yourself down in the depths of murky detail, put yourself in the shoes of the customer and imagine how you would like to be treated.
I think you could say the best use of process is to remove the mundane, and enable the great.  That means taking the mundane work away from your star performers and letting them do what they do best.  It means routing someone quickly to a real person that can help them, rather than making them suffer through the hold music… because creating good process doesn’t always mean automation is the answer (queue the automated receptionist telling us how important we are in that monotone irony of automation).