In the last post the difference between offshoring and outsourcing were explained and it was promised we would review how to prepare to do either. Well, I always try to keep my promises.
Have you ever heard of the Three M’s of learning a new process? They are Mimic, Master and Modify. First you mimic and do exactly what was done before to get the report done. The first time you prepare a report there are often steps that are needed and it is not clear why they are required. So, just follow the steps. After you produce the reports a few times the process will be mastered and you will understand why things are needed. After, and only after, you have mastered the process and understand all its complexities can you modify the process with confidence that all the consequences are understood. Too often people jump to Modify before Mastering. We have all made this mistake and felt the pain.
Using the Three M’s as a guideline, the initial preparation to execute either strategy can be summarized with two words: “Standardization” and “Documentation.” If you have disparate ways of completing the same process each time as well as differently by each person, moving the work to a new party will be impossible. Think of learning a process being taught to you that is different each time; anyone would be sure to make mistakes.
So, detailed step by step instructions are needed. The instructions cannot be too detailed, have too many pictures and screen shots or be too many pages. Screen shots are important because it shows the users that the screen should look like when they take an action and where data should be input on the screen. A picture is required for each input (or one picture can show multiple inputs) with some arrows and text boxes with instructions. Leave nothing to chance or interpretation. This provides great direction for the user and gives them a sense of comfort they are doing it correctly. These pictures do make instructions longer and adds pages to the printout. This length is worth any negatives anyone may point out.
Once the documentation is completed it MUST be tested. There is only one way to do this; Have a person not familiar with the process use the instructions to prepare the report. The only rule of this test is “If they have any questions, the instructions have to be updated.” The testing is 100% from the perspective of the new user. If they say an instruction is unclear, incomplete or misleading, then it is unclear, incomplete or misleading. This can be very frustrating to the person preparing the instructions. But, remember you wrote the instructions after mastering the process. This means you often take knowing things for granted that the new user will not know. This is why a person not familiar with the process is needed to properly test the instructions.
There are certain things all instructions should include. They are detailed below:
· Date the report/process is due
· Systems used – This will allow the user to ensure they have access to the needed systems.
· Example of a prior completed report
· The location of all source data
· The location of where the completed report is to be saved or a distribution list of who receives the report
· Name and contact information of people that can help (this can be a life saver!)
What is covered here is common to both offshoring and outsourcing. Having a standard documented processes will make your transition successful. Good luck.
Have you ever heard of the Three M’s of learning a new process? They are Mimic, Master and Modify. First you mimic and do exactly what was done before to get the report done. The first time you prepare a report there are often steps that are needed and it is not clear why they are required. So, just follow the steps. After you produce the reports a few times the process will be mastered and you will understand why things are needed. After, and only after, you have mastered the process and understand all its complexities can you modify the process with confidence that all the consequences are understood. Too often people jump to Modify before Mastering. We have all made this mistake and felt the pain.
Using the Three M’s as a guideline, the initial preparation to execute either strategy can be summarized with two words: “Standardization” and “Documentation.” If you have disparate ways of completing the same process each time as well as differently by each person, moving the work to a new party will be impossible. Think of learning a process being taught to you that is different each time; anyone would be sure to make mistakes.
So, detailed step by step instructions are needed. The instructions cannot be too detailed, have too many pictures and screen shots or be too many pages. Screen shots are important because it shows the users that the screen should look like when they take an action and where data should be input on the screen. A picture is required for each input (or one picture can show multiple inputs) with some arrows and text boxes with instructions. Leave nothing to chance or interpretation. This provides great direction for the user and gives them a sense of comfort they are doing it correctly. These pictures do make instructions longer and adds pages to the printout. This length is worth any negatives anyone may point out.
Once the documentation is completed it MUST be tested. There is only one way to do this; Have a person not familiar with the process use the instructions to prepare the report. The only rule of this test is “If they have any questions, the instructions have to be updated.” The testing is 100% from the perspective of the new user. If they say an instruction is unclear, incomplete or misleading, then it is unclear, incomplete or misleading. This can be very frustrating to the person preparing the instructions. But, remember you wrote the instructions after mastering the process. This means you often take knowing things for granted that the new user will not know. This is why a person not familiar with the process is needed to properly test the instructions.
There are certain things all instructions should include. They are detailed below:
· Date the report/process is due
· Systems used – This will allow the user to ensure they have access to the needed systems.
· Example of a prior completed report
· The location of all source data
· The location of where the completed report is to be saved or a distribution list of who receives the report
· Name and contact information of people that can help (this can be a life saver!)
What is covered here is common to both offshoring and outsourcing. Having a standard documented processes will make your transition successful. Good luck.
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