When process change conditions the wrong behaviours
Post no Linkedin sobre uma questão colocada sobre a necessidade de se focalizar a implementação de processos empresariais nas pessoas. Theo Priestley wrote: When process change conditions the wrong behaviours (Pavlov would love this!) Today I heard a couple of interesting real-life stories about how changes in process, facilitated only for the need to make things slicker and more productive (take heed Sigma boys) actually prevented the organisation from caring about it's Number 1 fans: the customer. I've posted: My past experience implementing bpm tools and today’s at plant shop floor taught me that at implementation stage people need on-job training and especially monitored by someone (not the process manager, maybe someone from the process implementation team) who has the responsibility to bring the end results. When job training people there is a lot of information how people interact with the process that was beautifully designed, redesigned and tested at pilots proofs and...