Like many Sydneysiders (especially those that reside in a Covid hot spot as I do) I found myself this morning in the queue for (yet another) drive through Covid test.
As there had been an overnight announcement of a positive case visiting many local venues, even though I arrived before opening, a queue had already formed. I was many cars back and hastily started rearranging my morning to accommodate for (what I presumed to be based on previous experiences) – a couple of hours in the queue.
What surprised me (and excited my process-driven brain) though, was just how swiftly the queue of cars moved once the gates were opened. As I reached the front, their streamlined process of managing the influx of cars and people was a delight to see and experience. Each step of the process was choreographed to perfection and gave me, the client, everything I needed at each point.
Let me break it down and share how you can integrate into your processes.
As I approached I was given a card with simple yet detailed instructions of what I needed to do to register. Simply scan a QR code, pop your details in and give the reference number to the person performing the test.
Providing clear, simple instructions created in both visual and written form allows for our process to be easily digested and understood.
I then drove past a sign telling me the expected wait time from that point. This reduced any anxiety I had about how long it was going to take and allowed me to manage my morning.
Keeping those that need to be informed at each stage of our process allows participants to feel in control and removes the need for multiple meetings or questions. A simple status update will often suffice.
I then completed my registration while I was waiting for my turn. This kept me busy while waiting although I realised later it was also to ensure a double authentication to reduce any mistakes being made.
Having checkpoints in our process to eliminate mistakes is vital. It can be something as simple as cross-checking data or reviewing a checklist at a certain point in the process.
The practitioner then performed my swabs and double-checked my details and reference code.
We need to have the expert (you) do what they are great at and put a process around everything else. This reduces our overall costs and allows the expert to refine their performance.
My initial thinking was that the testing process would take a couple of hours. The reality was it took 15 minutes (from the time they opened). The whole experience was smooth and professional – it contained all the elements of a great business process.
When you’re next completing a task or developing a new process spend a few moments to review whether it includes these four core lessons. If you would like to go deeper into your process development feel free to book a call.