Rashid Khan writes a very interesting article entitled – It’s all about the People in the Process, Stupid! In it he argues that business processes vary from very system or computer-centric to very people centric and approaches should vary depending upon where your process falls!
How True!
On a similar note, I have seen many system-centric metrics being applied to people-centric processes! A collections process is probably more people-centric than a phone company call center that processes new orders for phone lines, for example!
Metrics and measurement, even for people-centric processes hardly ever includes Employee Satisfaction as one of the key measures! A happy employee may be more successful than an unhappy employee, especially when it comes to people-centric processes.
Efficiency Measures, Effectiveness Measures and even Staff related measures take a very mechanistic view of metrics and measurement but may miss the boat completely when it comes to people-centric processes!
Something to think about!
Companies that manage people right will outperform companies
that don’t by 30% to 40% – Jeffrey Pfeffer
