Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.
A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages of process flows outlining what they believed to be the processes which interacted with customers. […]
When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.
Processes are often created for processes-sake. Don’t fool yourself. Adding more steps, layers of bureaucracy or excessive approval delays action, limits people and makes your experience suck.