SUMMARY ATTEMPT | FIVE P'S TO A WOW BUSINESS | BILL MATTHEWS | CHAPTER FIVE

CHAPTER FIVE | PROCESSES

An organization may have hundreds, or even thousands, of processes. While every organization has processes, the degree to which they have control over those processes can vary widely.

Things that make the processes different at "WOW" companies:

They are:

- Driven by companies strategic plan and initiative

- Well documented

- Clear, leaving no room for misinterpretation

- Repeatable

- Followed to the letter

- Linked to job descriptions

- Linked to incentive compensation

- Employee training and development are built around them

- Continuously re-evaluated

- Someone in the organization is fully responsible to make certain that all the requirements above are met.

The processes at a "WOW" company are not limited to how people do their jobs day-to-day. They include everything from the way the company recruits new employees to the way they be bid them farewell.

A perpetual planning process results in a very detailed to-do list for each and every employee of the organization, all tied to the expected outcomes specified in the plan. The structure needed and people skills required to implement that plan include clear expectations for each job.

The most challenging part about process is making sure that someone in the organization is formally responsible and committed to overseeing them and making them better.

What are the signs that a company may have issues with their processes? Typical symptoms include customer complaints about quality, delivery, accuracy, or customer service.

Most processes can be corrected and improved by qualified employees who are focused on doing things better, even if it means making changes in processes.

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