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WHY
PROCESSES
RULE
INPUT     WHAT IS A PROCESS?                        OUTPUT




 In engineering a process is a set of interrelated tasks
     that, together, transform inputs into outputs.
EVERYTHING IS ISN’T A PROCESS

   There are things and there are processes. A
 process can make a thing into another thing, but
             a thing is not a process.
A PROCESS ALWAYS
      PRODUCES RESULTS
 They will not automatically be good or even
the correct results, but it will always give out a
                      result.
RANDALL MUNROE @ XKCD (HTTP://XKCD.COM/978/)
PROCESSES ARE EVIL

Bad processes are the son of Satan, yes. Especially
those which are forcefully implemented. The good
           ones we don’t even notice.
THE 3 PROBLEMS?

1. We don’t know why we have a process
2. We don’t know what the process is
3. We don’t know how to use the process
ONE


WHY DO WE HAVE A PROCESS?

   Without everyone understanding the
  benefit of the process, it’s really hard to
       motivate people to follow it.
TWO


    WHAT IS THE PROCESS?

If the people don’t understand what the process
does, what’s the input and the output, it creates
           more problems than solves.
THREE


           THE PROCESS IS A
            PAIN IN THE ASS
This feeling usually stems from poor usability. An IT
 system is a thing, not a process, but often people
           think that a system is a process.
oo




                                  E
    THIS IS WHY PEOPLE USE
  PROCESS AS A SWEAR WORD
We don’t know why we have a process, what it does
and even then it’s a pain in the ass to use because it
      was designed for someone else but me.
SECRETLY, EVERYONE
 WANTS A GOOD PROCESS
That’s why we copy the good ones constantly,
without even knowing them. “Did you see how
those guys do this and that, we should do this
               and that too!”
HOW CAN I MAKE
PROCESSES RULE AGAIN?
ONE


  NO PROCESS IS BETTER
  THAN A BAD PROCESS
A bad process can be a road heading to the
wrong direction. We don’t want to go there.
Don’t develop processes because processes
                are a must.
TWO

PEOPLE WILL ALWAYS PREFER
   THE SHORTEST ROUTE

   That’s a good thing. Don’t think them lazy,
 think them efficient. They are on to a process,
                improve on that.
THREE

 NO ONE CARES OF YOUR
  PRECIOUS IT SYSTEMS

A system is nothing but a tool, don’t assume
   that buying a system will immediately
        improve your work. It won’t.
FOUR

UNDERSTAND THE NUMBERS
  BEHIND THE PROCESS

 If you can quantify your process, it’s much
 easier to see its impact. Without real data,
             you’re just guessing.
FIVE


IF THEY COMPLAIN, IT’S BROKEN

   This is very simple: A good process helps
  people be better and make it easier at their
       work, not cause them more work.
beans

                            SIX


        COMMUNICATE THE PROCESS

          Don’t just implement – communicate and
         inspire. Let people know why and what the
               process is all about. Then listen.
O
     buzzsaw

               i
                       SEVEN


BUILD AROUND THE PROCESS

Once you understand your process, design it
 usable. You might not have the tools to use
the process - even when the process is good.
EIGHT

CHANGE MANAGEMENT MEANS
 YOU HAVE ALREADY FAILED

 If people are fighting against the change, it
 means the change is not for the good. Sure,
 people resist, but if you provide something
            better, they will use it.
NINE


START SMALL, GROW SLOWLY

 A process shouldn’t be a massive megasloth.
 Start with small, important issues and when
            they work, go deeper.
                                               ii
TEN


 DON’T BE AFRAID TO FAIL

  No process will be correct the first time
around. Try, test and iterate. That is the path
             towards greatness.
5

                 ELEVEN


 MANUAL OR AUTOMATIC

We might have the most computing power
ever, but we’re using less automation than
         ever. That has to change.
TWELVE

BREAK IT INTO PIECES, THEN
  PUT IT BACK UP AGAIN

Everything is easier to understand, when it’s in
small enough parts. Imagine your process as a
                 pile of Legos.
THE THREE MAJOR STEPS

1. Learn why you have a process, turn it into numbers
2. Draw out and clean the process, communicate it
3. Design process tools that people want to use
END OF PART 1

                             z
                        zZzz




                i



                    i
PART 2

EXAMPLE: RECRUITING
“I CHOOSE A LAZY PERSON TO DO A HARD JOB.
BECAUSE A LAZY PERSON WILL FIND AN EASY WAY
                  TO DO IT.”




                   Bill Gates


                 Bill Gates
RECRUITMENT HAS ALWAYS
 BEEN A PERSONAL THING.

   It’s been handled face to face or at least
through the telephone. That model was based
 on the concept of apprenticeship and comes
   from a time of age long working careers.
9.2                                   9.8                                                 11.3




1976-1998                      1996-2000                                                1978-2010



AVERAGE NUMBER OF JOBS HELD BETWEEN 18-46 YEAR OLDS IN THE USA
             Statistics from the Bureau of Labor Statistics (BLS), U.S. Department of Labor
WE DON’T WANT A LONG
        CAREER.

  They want to earn when they need to and
they want to change often and the market has
              responded to this.
WE CAN DIVIDE THE MASS
RECRUITMENT PROCESS
  INTO FIFTEEN STEPS
Create a job              Create interview           Work contract
01     advertisement         06         lists           11     creation


        Job posting                   Interview               Offer other
02        finding            07      acceptance         12   suitable jobs


                                      Interview
03    Job application        08      scheduling         13      Signing



       Data gathering
04      and sorting          09   Final qualification   14     Starting



                                     Participant
05   Initial qualification   10      messaging          15     Follow-up
Create a job
                     01       advertisement




 GET GOOD DATA NOW,
    BENEFIT LATER

The better data, the more automation we
    are able to perform in the future.

  Benefit: Create once, use many times. Better data from the start.
Job posting
                       02            finding




 MAKE JOBS EASY TO FIND
       AND SHARE

Once we have good data, we can share it into
     many systems and user interfaces.

   Benefit: API allows use in several channels with a single data input.
03       Job application




        ASK ONLY WHAT’S
           NECESSARY

We defined the needed info, let’s stick to that.


         Benefit: Better forms to deliver just the necessary
           information and better data through design.
Data gathering
                    04         and sorting




   AUTOMATIC STACKING

You don’t need all of the applications, weed
      through them automatically.

   Benefit: Less time used because less applications to go through
05      Initial qualification




         SPECIFY PARAMETERS
            AND EXECUTE

 Poor matches are automatically refused, stored
and sent a “thank you for participating” message.
Benefit: Keep people happy by letting them know that you’re not interested and not
                         waste your own time doing so.
Create interview
                           06             lists




                SIZABLE CHUNKS
                AUTOMATICALLY

    Don’t make a list of a million names, make
       twenty lists of ten people instead.

Benefit: Easy to use and quick lists, already put on schedule into right size groups
Interview
                            07          acceptance




        SCHEDULE INTERVIEWS
          AUTOMATICALLY

 Accept your interview with a simple airport style
SMS with a YES/NO option for a pre-selected time.

Benefit: Less hassle, less options means fuller group interviews and automation means
                      less calls made in order to get the interviews
Interview
                       08          scheduling




 LET PEOPLE DECIDE AND
ROBOTS HANDLE THE REST

Automatic scheduling and conflict solving.
The less calls, the more functionalinterviews
  Benefit: Less manual work, more time to actually prepare for the
                                                                  it gets.

Benefit: Less manual work, more time to actually prepare for the interviews
09       Final qualification




        THE TOOLS TO MAKE
          THE DECISIONS

   Give the interviewer a tool to view and
recommend people for jobs in the same tool.

 Benefit: Better communication, all the tools and info ready at the interview
Participant
             10          messaging




LESS MANUAL LABOUR

Once the decision is made, the system
automatically sends a message to all.

       Benefit: A happy client is a good client
Work contract
                             11         creation




      AUTOMATIC CONTRACTS

     Once the best ones have been found, the
    system will send the proper work contracts.

Benefit: No copies of files, no downloads or attachments, clean and thorough process
Offer other
                   12         suitable jobs




  IF NOT THIS THEN THAT

A lot of people will not get the job, can we
     match then with others we have?

     Benefit: You only hire a small part, why waste the rest?
13             Signing




      MULTI-PURPOSE TOOLS

Use the interview tool to schedule a signing time
with approved candidates if they can’t sign online.

        Benefit: If you already built it, it’s good to use it more often
14            Starting




             FIRST TIME USER

It’s nicer to start a new job when you have all
       the relevant information available.

  Benefit: Happier clients, better results and a good start for the new job
15         Follow-up




 STAY IN TOUCH WITH YOUR
    FORMER EMPLOYEES

   Keep contacting your chosen ones when a
         good match hits the scanner.

Benefit: You already chose them once, they might be good enough for another job
THIS IS A STARTING POINT
 FOR IMPROVEMENT AND
          DESIGN
buzzsaw

           i




               THANK YOU
               ALL TEXT AND ILLUSTRATIONS BY

oo
                Markus Sandelin
E




                     @banton
               markus@kingmuffin.com
           5
Why processes rule and how to make them better
Why processes rule and how to make them better

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Why processes rule and how to make them better

  • 2. INPUT WHAT IS A PROCESS? OUTPUT In engineering a process is a set of interrelated tasks that, together, transform inputs into outputs.
  • 3. EVERYTHING IS ISN’T A PROCESS There are things and there are processes. A process can make a thing into another thing, but a thing is not a process.
  • 4. A PROCESS ALWAYS PRODUCES RESULTS They will not automatically be good or even the correct results, but it will always give out a result.
  • 5. RANDALL MUNROE @ XKCD (HTTP://XKCD.COM/978/)
  • 6. PROCESSES ARE EVIL Bad processes are the son of Satan, yes. Especially those which are forcefully implemented. The good ones we don’t even notice.
  • 7. THE 3 PROBLEMS? 1. We don’t know why we have a process 2. We don’t know what the process is 3. We don’t know how to use the process
  • 8. ONE WHY DO WE HAVE A PROCESS? Without everyone understanding the benefit of the process, it’s really hard to motivate people to follow it.
  • 9. TWO WHAT IS THE PROCESS? If the people don’t understand what the process does, what’s the input and the output, it creates more problems than solves.
  • 10. THREE THE PROCESS IS A PAIN IN THE ASS This feeling usually stems from poor usability. An IT system is a thing, not a process, but often people think that a system is a process.
  • 11. oo E THIS IS WHY PEOPLE USE PROCESS AS A SWEAR WORD We don’t know why we have a process, what it does and even then it’s a pain in the ass to use because it was designed for someone else but me.
  • 12. SECRETLY, EVERYONE WANTS A GOOD PROCESS That’s why we copy the good ones constantly, without even knowing them. “Did you see how those guys do this and that, we should do this and that too!”
  • 13. HOW CAN I MAKE PROCESSES RULE AGAIN?
  • 14. ONE NO PROCESS IS BETTER THAN A BAD PROCESS A bad process can be a road heading to the wrong direction. We don’t want to go there. Don’t develop processes because processes are a must.
  • 15. TWO PEOPLE WILL ALWAYS PREFER THE SHORTEST ROUTE That’s a good thing. Don’t think them lazy, think them efficient. They are on to a process, improve on that.
  • 16. THREE NO ONE CARES OF YOUR PRECIOUS IT SYSTEMS A system is nothing but a tool, don’t assume that buying a system will immediately improve your work. It won’t.
  • 17. FOUR UNDERSTAND THE NUMBERS BEHIND THE PROCESS If you can quantify your process, it’s much easier to see its impact. Without real data, you’re just guessing.
  • 18. FIVE IF THEY COMPLAIN, IT’S BROKEN This is very simple: A good process helps people be better and make it easier at their work, not cause them more work.
  • 19. beans SIX COMMUNICATE THE PROCESS Don’t just implement – communicate and inspire. Let people know why and what the process is all about. Then listen.
  • 20. O buzzsaw i SEVEN BUILD AROUND THE PROCESS Once you understand your process, design it usable. You might not have the tools to use the process - even when the process is good.
  • 21. EIGHT CHANGE MANAGEMENT MEANS YOU HAVE ALREADY FAILED If people are fighting against the change, it means the change is not for the good. Sure, people resist, but if you provide something better, they will use it.
  • 22. NINE START SMALL, GROW SLOWLY A process shouldn’t be a massive megasloth. Start with small, important issues and when they work, go deeper. ii
  • 23. TEN DON’T BE AFRAID TO FAIL No process will be correct the first time around. Try, test and iterate. That is the path towards greatness.
  • 24. 5 ELEVEN MANUAL OR AUTOMATIC We might have the most computing power ever, but we’re using less automation than ever. That has to change.
  • 25. TWELVE BREAK IT INTO PIECES, THEN PUT IT BACK UP AGAIN Everything is easier to understand, when it’s in small enough parts. Imagine your process as a pile of Legos.
  • 26. THE THREE MAJOR STEPS 1. Learn why you have a process, turn it into numbers 2. Draw out and clean the process, communicate it 3. Design process tools that people want to use
  • 27. END OF PART 1 z zZzz i i
  • 29. “I CHOOSE A LAZY PERSON TO DO A HARD JOB. BECAUSE A LAZY PERSON WILL FIND AN EASY WAY TO DO IT.” Bill Gates Bill Gates
  • 30. RECRUITMENT HAS ALWAYS BEEN A PERSONAL THING. It’s been handled face to face or at least through the telephone. That model was based on the concept of apprenticeship and comes from a time of age long working careers.
  • 31. 9.2 9.8 11.3 1976-1998 1996-2000 1978-2010 AVERAGE NUMBER OF JOBS HELD BETWEEN 18-46 YEAR OLDS IN THE USA Statistics from the Bureau of Labor Statistics (BLS), U.S. Department of Labor
  • 32. WE DON’T WANT A LONG CAREER. They want to earn when they need to and they want to change often and the market has responded to this.
  • 33. WE CAN DIVIDE THE MASS RECRUITMENT PROCESS INTO FIFTEEN STEPS
  • 34. Create a job Create interview Work contract 01 advertisement 06 lists 11 creation Job posting Interview Offer other 02 finding 07 acceptance 12 suitable jobs Interview 03 Job application 08 scheduling 13 Signing Data gathering 04 and sorting 09 Final qualification 14 Starting Participant 05 Initial qualification 10 messaging 15 Follow-up
  • 35. Create a job 01 advertisement GET GOOD DATA NOW, BENEFIT LATER The better data, the more automation we are able to perform in the future. Benefit: Create once, use many times. Better data from the start.
  • 36. Job posting 02 finding MAKE JOBS EASY TO FIND AND SHARE Once we have good data, we can share it into many systems and user interfaces. Benefit: API allows use in several channels with a single data input.
  • 37. 03 Job application ASK ONLY WHAT’S NECESSARY We defined the needed info, let’s stick to that. Benefit: Better forms to deliver just the necessary information and better data through design.
  • 38. Data gathering 04 and sorting AUTOMATIC STACKING You don’t need all of the applications, weed through them automatically. Benefit: Less time used because less applications to go through
  • 39. 05 Initial qualification SPECIFY PARAMETERS AND EXECUTE Poor matches are automatically refused, stored and sent a “thank you for participating” message. Benefit: Keep people happy by letting them know that you’re not interested and not waste your own time doing so.
  • 40. Create interview 06 lists SIZABLE CHUNKS AUTOMATICALLY Don’t make a list of a million names, make twenty lists of ten people instead. Benefit: Easy to use and quick lists, already put on schedule into right size groups
  • 41. Interview 07 acceptance SCHEDULE INTERVIEWS AUTOMATICALLY Accept your interview with a simple airport style SMS with a YES/NO option for a pre-selected time. Benefit: Less hassle, less options means fuller group interviews and automation means less calls made in order to get the interviews
  • 42. Interview 08 scheduling LET PEOPLE DECIDE AND ROBOTS HANDLE THE REST Automatic scheduling and conflict solving. The less calls, the more functionalinterviews Benefit: Less manual work, more time to actually prepare for the it gets. Benefit: Less manual work, more time to actually prepare for the interviews
  • 43. 09 Final qualification THE TOOLS TO MAKE THE DECISIONS Give the interviewer a tool to view and recommend people for jobs in the same tool. Benefit: Better communication, all the tools and info ready at the interview
  • 44. Participant 10 messaging LESS MANUAL LABOUR Once the decision is made, the system automatically sends a message to all. Benefit: A happy client is a good client
  • 45. Work contract 11 creation AUTOMATIC CONTRACTS Once the best ones have been found, the system will send the proper work contracts. Benefit: No copies of files, no downloads or attachments, clean and thorough process
  • 46. Offer other 12 suitable jobs IF NOT THIS THEN THAT A lot of people will not get the job, can we match then with others we have? Benefit: You only hire a small part, why waste the rest?
  • 47. 13 Signing MULTI-PURPOSE TOOLS Use the interview tool to schedule a signing time with approved candidates if they can’t sign online. Benefit: If you already built it, it’s good to use it more often
  • 48. 14 Starting FIRST TIME USER It’s nicer to start a new job when you have all the relevant information available. Benefit: Happier clients, better results and a good start for the new job
  • 49. 15 Follow-up STAY IN TOUCH WITH YOUR FORMER EMPLOYEES Keep contacting your chosen ones when a good match hits the scanner. Benefit: You already chose them once, they might be good enough for another job
  • 50. THIS IS A STARTING POINT FOR IMPROVEMENT AND DESIGN
  • 51. buzzsaw i THANK YOU ALL TEXT AND ILLUSTRATIONS BY oo Markus Sandelin E @banton markus@kingmuffin.com 5