When EVR drift occurs, the business is at risk.
Know what your customer expectations are - which are not always what you think they are. Expectations sometimes go beyond product and service requirements.
So you've done your market research, created a business plan, determined your 'strategic direction', your business aims and objectives. All is well, with prospects of a prosperous future. Off you sail into the volatile business ocean. You've set your course; but are you sailing in the right direction? Are you unknowingly drifting towards a whirlpool?
How to prevent your organisation drifting in the wrong direction. To prevent EVR drift, always ensure there is perfect alignment (congruence) between your organisation values, organisation resources and the business environment. Always ensure there is perfect alignment (3P congruence - products, process, people) between the products and services you offer, your processes (the right processes) and your people (competence and skills). Ensure you have both EVR congruence and 3P congruence.
Don't talk about it, 'Walk the Walk' and you'll know about it. Know what the business environment actually wants, needs, expects, or could do with. Know what your top level 'value stream' looks like - 'walk the walk' and see first hand for yourself. Experience the top level value stream - the essential processes that are needed. If your satisfied that you have the right top level processes to achieve your strategic aims then fine. If not, then do something about it. Check that your top level processes are both effective (the right processes) and efficient (doing the right things, right first time). Do not spend time tinkering with lower level processes until you know that the top level processes are the right ones for you to achieve your business aims and objectives.
Keep your eye on the EVR and 3P compass.
In Summary:
Know what your customer expectations are.
Never take your eye off the EVR and 3P compass ...... or you might just end up spiralling down that whirlpool.
For further reading, visit the Dice PMS portal resource page and click on the pdf version of Process Audits & 6 Sigma Excellence.
Indulis Svikis
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