What's Next After Redesigning Processes?

Let’s say you’ve done some good architectural work on the process. You’ve got it designed to create value for the customer. And let’s assume that people’s jobs are well aligned with the process. Their performance goals position them to make meaningful process contributions.

Now what? 

Now’s the time to make sure you’re managing sideways. West to east, mainly, rather than north to south. Instead of supervising people, manage the white space. Keep your focus on the handoff zones. On results. Don’t get caught up in issuing instructions, policing people’s individual performance, or being too handy with helpful advice. That’s the old-fashioned vertical approach. Here we’re looking for horizontal management, and that means you don’t want people raising issues up through ...