Growth Factorials

Some time ago, I went to my daughter’s school with a request to correct a minor detail in her records. At the reception, I was told to write an application to the principal and provide copies of my daughter’s Aadhar card, my Aadhar card, her birth certificate, and her passport. The simple correction I wanted to get done was already reflected in the updated birth certificate. I didn’t understand why they needed other documents.

Frustrated but unwilling to waste time, I decided to bypass the reception and approached the records department directly. They listened to my request, asked for the birth certificate, and made the correction on the spot. What took five minutes in the records department could have taken days, or even weeks, through the bureaucratic process prescribed at the reception.

We face similar issues in many organizations wherein someone somewhere starts asking us to follow rigid procedures that take ages to comply with, delay the execution of the task at hand, and finally lead to poor outcomes.

Here’s my analysis of the root causes and possible solutions to avoid such situations:

The Problems:

1. Bureaucratic Inefficiency: The process prescribed at the reception was filled with unnecessary steps that didn’t serve any real purpose. Asking for unrelated documents like the Aadhar card and passport could have slowed down what should have been a quick and easy task. Bureaucratic red tape often stems from a desire to follow rigid procedures without considering the actual requirements of the situation, and a lack of agency amongst the staff. This creates friction for customers, leading to frustration, delays, and poor outcomes.
2. Lack of Knowledgeable Decision-Making: The staff at the reception didn’t fully understand the task at hand. The process they followed might have been created by individuals disconnected from the actual work, resulting in unnecessary complications. On the contrary, the records department was familiar with the issue and resolved it immediately. They knew what was necessary and didn’t waste time with unrelated formalities.

The Solution:

Businesses need to simplify processes and ensure that those handling tasks have a deep understanding of the work they are doing. Here’s how to tackle these problems:

1. Streamline Processes for Efficiency: Review existing workflows and eliminate unnecessary steps that don’t add value. Focus on the core requirements to ensure that processes are as lean as possible. Technology can also be leveraged to automate repetitive tasks and reduce manual intervention, further speeding up outcomes. For example, digital record updates could replace physical applications and approvals in many cases.
2. Empower Competent Individuals: Ensure that those handling customer requests are equipped with the knowledge and authority to make decisions quickly. When staff understands the work and can act decisively, tasks are completed faster, and customer satisfaction improves. Instead of creating generic processes to cover every possible scenario, businesses should trust knowledgeable staff to adapt and respond effectively.

Efficiency and competency are critical to delivering quick, customer-centric solutions. When businesses create streamlined processes and empower the right people to handle tasks, they avoid the dangers of bureaucracy and ensure faster, more satisfactory outcomes.

By simplifying workflows and putting tasks in the hands of capable individuals, companies can eliminate unnecessary complexity and focus on delivering value to customers. Unnecessary bureaucracy slows down execution, reduces value to the customer and impacts the bottom line negatively.