The opposite of outcome focussed

It’s time we had a candid talk about some of the cultural attitudes you may have picked up working in big business or government – namely being overly process focussed.

In large companies and in government there it was recognised long ago that, due to the variability in ability of employees and their management, process and procedures are important. The theory behind this is that by having a consistent set of rules for management and employees to follow harmony would ensue and that the business would run itself automatically without much intervention from above.

In the best work places this is exactly what happens. Process is used as a tool to ensure that the business is run well. Remember those words – process is used as a tool.

However, at many organisations people are perversely rewarded for following procedure without regard to the outcomes for the business. KPI’s are set by management and are gamed by employees. Procedures are followed to the letter without thought of the effect it may have on customers, profits or competitiveness – “we’re just doing our job,” is the common refrain.

Empires are built by those who can accrue budget and people. Presentations are given. The appearance of professionalism is encouraged, regardless of the unprofessionalism and indolence underneath. All appear eager to take on new action, but inertia is the rule.

Doers are punished by increment. Managers recognise that they get things done so they pile work on them till they realise how much more they are doing than their compatriots on the same salary. Then their co-workers slowly freeze them out as they don’t fit in. They won’t last long.

When you start your own business you need to be self-aware enough to realise when your own behaviours are process focussed instead of outcome focussed.

Over time you will develop processes and procedures to help guide your staff, but to start with you live in the glorious anarchy that is being the CEO of a startup with only yourself to boss around.

Without some process your business will descend into chaos, but without an outcomes focus at the start you won’t even have a business.

Always think about where you need to be and what the minimum level of effort is to get there. Then focus on that. In other words, use process to help your business and remember that process is not your actual business.

Here are a couple of readings:

Becoming and outcomes-focused organisation - Banff Executive Leadership Paper

The big lie about transparency – IBM Consulting