Lee Cage Jr.: If you are just doing a lock and shift, well we are just going to transfer this process over to this new system, you have not transformed anything. If your business processes are still the same and it still takes an act of Congress to get something done in your organization, that is not transformation.
Does your training and development or L&D people understand the competency and reasonableness of your population? In some cases, what I have seen is that people significantly underestimate the competency and reasonableness of their staff.
For example, for those that live in the South, we know Kroger, but let us just say Walmart. How many people have gone through the Walmart self-checkout training? No one. No one has gone through it, no one watched the quick reference guide for how to do the self-checkout machines. You go over there, you take your stuff, you see that it is easier.
If you are going too fast or too slow, the machine is going to yell at you and call you a thief. Somebody is going to come over in a jacket. They are going to help you get checked out. And there is your process. That is the business process.
The same thing happens in organizations if done right. Your business processes and the transformation that you introduce should be easy enough that a reasonable person, seeing it a reasonable amount of times, can mimic that behavior and go through the transactions with limited supervision. And if they mess up, let the machine yell at them via alerts or errors and help drive them into a different process or a different route, to see their business process be complete. That is what I am telling my customers.
