Why your process documentation isn’t being used and what you can do about it

Many organisations invest significant time and resources into creating detailed process documentation and work instructions, only to find that their teams aren’t following them as intended. The processes are documented, but usership remains frustratingly low.

So why does this happen? Leaders of process management in ambitious organisations often overlook how people today consume instructive material. Simply having a process model and expecting people to use it may no longer be effective.

At its core, process management exists because there’s a better way of doing things, and the goal is for most people to follow that path. But how do you ensure that happens? Is documenting the process and hoping people refer to it really the best way?The short answer is: No.In today’s fast-paced world, people expect seamless access to information. Within seconds, I can use my phone to:

• Raise a sales order.
• Create a new vendor.
• Conduct a safety risk assessment.

The Solution

• Digital adoption technology provides guardrails around systems like S/4HANA and Microsoft Dynamics. This ensures employees follow the correct process and helps them when they get stuck. For instance:
  • Data must be entered in the correct format when creating a new vendor.
  • Low-value purchase orders are blocked from wasting time with a senior approval.
  AI-powered intranet search is another game-changer. Instead of navigating through endless documents in a management system, employees can type key words into a virtual assistant, which instantly retrieves the relevant document.Learning Management Systems (LMS) that integrate process videos and screenshots ensure employees understand the context behind the business process, rather than viewing their work as isolated tasks.

The Benefits

• Happier employees: Less time spent searching for answers and less frustration when trying to get things done.
• Better process conformance: By following the correct process, employees work more efficiently and with higher quality.
• More time for management: With fewer queries to answer, managers can focus on more strategic tasks.

What About My Process Models?

You might be thinking, “What do I do with all the process models we’ve already created?” Don’t worry—they still serve their purpose:

• Baselines for improvement: Process models are critical for tracking progress and identifying areas for enhancement.
• Compliance audits: These documents are invaluable during audits to ensure your organisation meets regulatory requirements.

In summary, while traditional process documentation is important, it’s time to rethink how employees engage with it. Embracing modern digital tools can ensure smoother adoption and better outcomes across your organisation.