Process Standards

The Problem:
How do you make sure that all your agents follow a standard process?

A Commonly Held Solution:
Map all your processes and hold them in a “repository” where everyone can see them.

Some Questions:

• How do you document everything in the first place?
• Who should you involve?
• Where do you draw the line?

• How do you make sure that the processes are kept up to date?
• Who is responsible for updating them?
• Should you automatically withdraw maps that haven’t been updated?

• What is the best repository?
• What are the factors to consider?
• What is the most useful way of presenting the information to agents?

• How do you make sure the processes are followed once they are written down?
• Is this a training problem, a QA problem or a QC problem?

The Real Questions:
Is this a good solution to the problem?

Do you have any choice?

image by steve: they can’t all be zingers!!! (primus)