Why Should I Include My Employees in a Process Review?

When reviewing business processes and systems, it’s easy to assume that leadership and management should handle the task alone. After all, they’re the ones setting strategies and making key decisions. Yet, excluding employees from the process and system review is a critical mistake that can lead to inefficiencies and low adoption rates. So then what's the secret?

1. They Are the Ones Using the Systems Daily

Your employees work within your business systems and processes day in, day out. They follow workflows, use ERP, CRM, and other software tools, and experience firsthand the challenges and inefficiencies that leadership might not see. By including them in the review, it opens up insights into what works vs. what doesn’t.

2. Improved Buy-In and Adoption of Changes

When employees are left out of system and process reviews, changes can feel forced upon them. This often results in resistance, lack of engagement, or failure to fully adopt new methods or software tools. In contrast, when employees have a say in the review and redesign process, they are more likely to support and implement changes effectively because they feel heard and valued, and more importantly, understand the changes.

3. Encourages a Culture of Continuous Improvement

Businesses that foster open communication and collaboration with employees create a culture of continuous improvement. When staff know their feedback matters and that they have a role in shaping how systems and processes are used, they are more likely to take ownership of their work and proactively suggest improvements in the future.

4. Ensures System and Process Changes Are Practical and Realistic

Process and system changes designed in isolation can sometimes be impractical. For example, a new ERP configuration might look efficient on paper but is cumbersome when paired with a CRM. By involving employees, businesses can validate whether proposed changes are truly going to be beneficial.

5. Reduces Training Time for New Systems and Processes

We've all seen it happen - management rolls out changes, but employees hesitate to adopt them. Funnily enough, if employees have been involved in the review and improvement of processes and systems, they are going to know what process changes mean; since they're already familiar with the rationale behind them. This significantly reduces the time and effort required to train staff on new systems or workflows, leading to faster and smoother transitions.

6. Enhances Customer Experience

Employees, especially those in customer-facing roles, have direct insight into what customers need and where current systems and processes fall short. Their feedback is vital to shaping improvements that enhance customer satisfaction and streamline service delivery.

"But How Do I Involve Employees in These Reviews?"

• Hold Workshops and Focus Groups: Gather teams together to discuss what's not working and potential solutions within systems and workflows.

• Conduct Surveys and Feedback Sessions: Allow employees to share their thoughts on system usability and process effectiveness.

• Pilot New Systems and Processes with Employee Input: Before rolling out a full-scale change, test it with a small group and gather feedback.

• Encourage Open Communication: Foster an environment where employees feel encouraged to share their ideas and concerns about business systems and workflows.

Conclusion

Involving employees in system and process reviews is not just a courtesy; it’s a strategic advantage. Their insights can lead to more effective, efficient, and practical improvements while also increasing engagement and ensuring strong adoption of changes. If you’re reviewing your business systems and processes, make sure your employees are part of the conversation.

Needing to discuss system changes or process improvements?