Systems Down

 

We have all been there, sitting as I was with my son in a Doctor’s office, subservient to a system that books us in to a specific time, penalizes us if we miss it or are late for the appointment, but does not compensate us, or even talk to us as patients if the Dr. is inexcusably late.

Systems are valuable.  We create them on small scales to organize our lives and homes.  That calendar in the kitchen, the notes on the fridge or the software on your computer are all examples of small scale systems to keep work and family life organized.  Organizations scale things up from there (sometimes way up), organizing and codifying processes to create efficiencies, cut costs, and deliver products and services.

I have a baseline question to ask about ANY system.   For whom does it exist?   

The question is based on an observation and much personal experience which suggests that at some point in time a system begins to exist for the system itself, serving it’s own needs rather than the “customer”.  It takes on a separate life of its own.

Let me continue with my story at the Doctor’s office. 

In my case – as we sat there coming up to one hour after our scheduled appointment time, many were leaving.  Only after people got up to complain did the receptionist acknowledge them and offer to re-book.  During a lull in the exodus she called a patient who had missed an appointment that morning and informs them they will be assessed a fee for that!  The system said “issue a fine”.  The reality was that had that person come, they likely would have left anyway (as I was also about to do).  Ironically it was a benefit to the rest of us and the office operations that this person did not come!

The system was not serving people that day.  It was serving its internal rules. Had the system been focused around patients and employees, it could have empowered the receptionist to make adjustments and judgment calls based on serving the client.  For instance, she could have:

·         Forgiven the missed appointment and rebooked given the reality of that day’s scheduling catastrophe.

·         Proactively discussed with patients in the waiting room that they were likely to be significantly delayed and would be better served if rebooked.

But she did not.  The system’s rules were fixed and she followed them.

My bold bias here is that systems exist to serve people (customers, clients, employees, volunteers). Systems are needed to deliver goods and services in an efficient manner to customers & clients.  They are also needed to help employees and volunteers know best how to do that consistently.  NB-the common element here is the people. 

Most organizations begin setting up their systems with the noblest of intentions and it usually involves a way they can best help their people get their product or service out there to people.  In subtle ways and over time adjustments to the system can begin to favour internal ‘efficiencies’ and needs, thus drifting away from benefitting the end user or the implementer.  An outrageous and admittedly old example of this is from an organization known globally for its extremely cumbersome systems.  At one point in its history the United Nations suspended, for an entire day, its efforts at dealing with drought, detente, and desert oil, in order to debate whether UN employees should continue to ride first class on airplanes. (Systemantics; How Systems Work... and Especially How They Fail -by John Gall. New York, Pocket Books, 1978)

When you create or make adjustments to a system, I suggest you change your thinking in a way that will ensure your processes continue to be oriented toward people.  Move your mind from an efficiency focus to a personal/end user focus by asking better questions when you set up your systems:

PURE EFFICIENCY          Let's make rules for making appointments
PERSON-FOCUSED         How do we manage patient flow?

PURE EFFICIENCY          Standardize collection of student records
PERSON-FOCUSED         How can we keep up to date with them?

PURE EFFICIENCY          Get the computers handling all incoming inquiries
PERSON-FOCUSED         How will we stay in touch and keep a customer loyal?

You still need a system - just take some time to orient your mind around who it is for.

Oh - and Doctor?...I know you invested in a system – just don’t leave me in your office again for an hour without at least acknowledging me (the one who pays your fees!).

Invest in me.

Harv Matchullis

harvey@visiontracks.ca