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.
Lesson 1:
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.
Lesson 2:
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.
Lesson 3:
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.
Lesson 4:
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.