Why do processes fail?

In a recent Coke & Pizza session with our MD, I asked Ganesh - why do processes fail? The session is held once a month with randomly selected 10-15 employees where MD and other bigges spend time with employees and have team sessions. The question was triggered by the fact that the entire conversation revolved around processes and usual cliche revolving around it. I asked, we have a process for almost everything under the sun, even there is a process defined for creating a new process - and yet, processes don't get implemented, followed or are not successful. Why do processes fail?

Ganesh said that processes fail beacuse of three reasons. 1) Technology 2) People 3) Leadership

As technology keeps getting complex, processes have also started becoming complex. He gave an example of his old days at NIIT when there was no online timesheet format. There used to be a black diary on each employee's desk. the employee was supposed to fill in his daily time sheet in a sheet from the diary, tear it off and keep it in the 'out' section of his desk. A lady used to come and collect the sheets every evening and manually used to keep a tab of timesheets. Simple process. But as technology started growing & becoming complex, processes also started becoming complex. It's ironical if you ask me, coz the very reason for having a process is to make life simpler for the person.

Why people? Coz They simply don't follow it.

Leadeship - To implement processes you need strong leadeship. otherwsie people below you won't follow it. he gave the Indian Army example. Why no one questions an officer who gives some order to the solider - coz they have to follow the order. So strong leadership is needed to implement the process. I slightly disagree on thsi point coz its the same disgrunted solider who later picks up his gun and either shoots himself or shoots his commanding officer!

I also feel that processes can be implemented if their is an inclination on the part of the person to follow it. There should be a self belief and a conviction. The employee should himself believe in that process for it to be implemented or be successful. If the conviction is not there - nothing can work.

Greg Chapell can vouch for that!