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Tips for reviewing your firm processes

By Will Hill, MBA

October 31, 2022

Reviewing your firm processes is an important element of ongoing evaluation and continuous improvement. And while it is easy to talk about, many firms fail to properly review their procedures. Whether you have processes documented or not, a process is still happening! With that in mind, here are some tips you can use when you review your firm’s operations.
 
R – Reality, it all must start here. A process review must acknowledge the real process you’re currently using. This is not about where you want to be, but where you are now. How do you reflect on this reality? First, it’s important to review the procedures being employed on all levels and functions. Don’t have the review folks speak for those doing the preparation and work. While it may be most efficient to  conduct this review in a group, if you are concerned with voices being drowned out, meet individually to ensure you are getting the perspective from each person involved with each component of the workflow.
 
E – Each process should be reviewed separately. It is tempting to try to knock out the analysis of your internal operations all at once, but this is not a good idea. Covering several processes in one sitting can be daunting and the people involved will tire and lose focus. Instead, as you go process by process you have a chance for improved depth from start to finish. This completeness will make it easier to develop and implement new and improved processes.
 
V – Vision allows for what could be. I have seen too many firms overlook this step. They see the problems and go right to solution mode (which yes, solutions must happen). But first, we need to have the vision for where we are going with a particular process. Everything is not always about pure speed and capacity. Sometimes changes involve training team members, shifting client interactions to support relationships, error reduction and so on. The vision of what could be is essential so we can pinpoint where the gaps are, determine next steps and prioritize the multiple changes that you wish to implement.
 
I – Identify gaps in your process improvement plan. After determining where you are and the establishing a vision for the future, it is the time to identify the gaps between today and “what could be.” Each gap that is identified becomes its own “mini-project,” which needs to be planned and executed. Changes do not have to be made in a sequence that follows the process order but can be done in a way that makes the most sense as you balance process order, difficulty of change, impact from change and team capacity for change.
 
E – Explain changes that will be made. Simply launching into change projects is a recipe for confusion and chaos among the team. Your team needs to know what changes are happening and why they are happening. For larger changes that will require more time away from production work, communicate those potential disruptions to team members and get in front of questions and concerns about impacts to current work. As you explain the changes, it should all be in context with the goals and vision.
 
W – Work the plan. Having a plan is one thing, executing it is another! Yes, things get busy and production work must be done, but the plan must be executed. Working the plan is nothing magical: due dates, responsibilities and lines of communication. Distractions and emergencies will undoubtedly arise, but as timelines are adjusted within the plan you can still implement your plan to completion. As you finish each stage of the plan, take some debrief time to ensure it is still heading in the right direction and your sequence of steps still make sense.
 
Reviewing your processes is not always the most enjoyable thing for firm members to do, but having consistent processes that align with firm goals and the demands of the marketplace is essential to sustaining a healthy business.

Will Hill, MBA, owner of Will Hill Consults LLC. You may reach him at will@willhillconsults.com or
https://www.linkedin.com/in/wghill/. Learn more about Will Hill Consultants LLC at https://willhillconsults.com/.