What do you do when every single one is different?
The first thing was to determine if the difference between processes really mattered. Many of the steps were the same but executed in a different order. I spoke to the technicians that I had observed to ask why they did it one way and not the other. I also asked them what the impact would be if the steps were rearranged.
For the steps that really did not matter, I made the decision on where to place them based on the feedback I had received. I created a process flow and asked the technicians to approve the “To Be” state. Once I had received their approval, I began to address the steps that remained.
For the remaining steps I had to use a different process. First, I documented the difference as well as the technician’s reasons for the actions. Next, I presented the information to the management team and asked them to tell me how they wanted these activities to be completed.
When you’re faced with multiple processes from every user, take a moment and break the information down to the steps that really matter. Once you’ve separated the wheat from the chaff you’ll have a good idea of what to get approved and what to toss.