SLA Management In BPM–Can It Really Help You?
April 24th, 2018 • BPM
Not all employees are the same. Different people do work at different paces and different levels of quality. But an organization cannot accept that kind of inconsistent output, especially when there are critical processes at stake. So, how do you ensure that the work your employees do is of the quality that you need?
Here are four types of employees that you’re bound to have in the workplace. Do any of them sound familiar when it comes to meeting deadlines?
Wanda Needs Constant Motivation
Wanda isn’t against working, but she does need to be constantly reminded again and again about what tasks she has, and what priority each task has.
One problem Wanda has is that sometimes, she doesn’t understand the task given to her. This means that she needs to ask around for how to do the task. Sometimes she could be nervous, other times shy, but this lack of communication prevents her from doing her tasks.
One way to overcome this is to ensure that with every task that Wanda is given, she has more than enough information to complete the task – the more clarity about the task, the better. This way, you can keep Wanda occupied and reminded of all the tasks that she has to do.
Liam, The Buck Passer
Where Wanda will work when given instructions and reminders, Liam is an over-communicator. He constantly misses deadlines, but will never admit to it being his fault. Whenever work comes to him, he almost always finds some flaw in the information that allows him to delay actually acting on it. Liam sends an email requesting additional information, and then lets the item rot through its digital halflife.
To handle Liam, you need an airtight communication system around your workflows. Rather than jumping out of the platform to send an email, Liam needs to be able to send a quick instant message to the previous approver within the workflow software. This means less reasons for Liam to put off his tasks.
Paulo, The Master Procrastinator
Paulo knows how to get the job done. And he’s interested in getting it done as well. But the problem with Paulo is that he’s a bit too confident about himself, thinking that he can get everything done at the last moment.
Paulo’s problem is that he gets distracted easily. He easily forgets that there are other tasks in his queue that he needs to take care of. An email that says “This item is due in 2 days,” may as well say “Don’t worry about this one, Paulo.”
For Paulo, what he really needs are the urgent notifications that let him know when an item is actually due. With an advanced workflow system, you should be customize when notifications go out and make sure that Paulo’s are always on the urgent side and not too far ahead.
Mio, The Go-Getter
Mio thoroughly enjoys her work. So much so, that she goes above and beyond the call of duty, sometimes with unfavorable outcomes.
Mio always finishes her work beforehand. In addition, she takes work that isn’t necessarily ready for her, and without proper instruction, does it to the best of her ability.
Although this can sound like a good thing, if something is marked as finished without the proper details completed, she can cause slowdowns, even if she did something with the best intentions.
To help Mio make the most of her perfectionist mentality, her superiors can make sure to throttle the tasks coming to her so that she can’t get them early. If they want to encourage her go-getter spirit, she can be included with others on work that goes to the first person who completes it. This will allow her to shine by taking on a bigger load.
This is SLA Management
What you’ve just read is an example of how SLA management can help you handle different types of employees. SLA management in your workflow apps ensures that you can constantly monitor your employees to see whether they’re underperforming or overperforming, and give them help accordingly.
If you’ve got critical business processes, you don’t want them getting stuck in bottlenecks due to poor management. It will slow down the process for everyone. Using app metrics from platforms like KiSSFLOW, you can decide whether you need to make adjustments to workflows and notifications, or if someone just isn’t cutting it.
SLA Management happens at every stage of every process. There are different employees at each and every stage that need to be monitored. In many cases, employees are underperforming because of an inefficient or unclear process. You can find the same data using platforms like KiSSFLOW. If you find an inefficient process, you can use the available data on hand to correct it, or replace it altogether.
Using KiSSFLOW, you can get all this data automatically; there’s no need for third party add-ons and learning curves. SLA management is made that much more simple.