The problem lies when we start talking in terms of process. Processes produce the products and services that the company sells to its customers, and processes, are almost always, cross-functional. Meaning, for every process, it involves at least 2 departments, and the outputs of one department are inputs of another. Since departments work in silos, they usually have conflicting agendas.
Every department has its own set of targets, metrics, goals, and sad to say, personal interests. I have seen it with my own eyes:
- Sales prioritizing volume while downplaying unnecessary quality;
- Marketing prioritizing speed while downplaying expenses;
- Logistics prioritizing efficiency while downplaying the need to have allowances in stocks;
- Operations prioritizing speed to satisfy orders in time while downplaying defects and rework resulting to hidden costs;
- Audit insisting all thousand transactions of a process conform to a control designed to avoid a repeat of an error happened only once, due to a special cause, resulting to delays.
And the list goes on and on.
One school of thought is to cure this conflicting agendas is to structure an organization according to "process" and not "functions". Advocates of this idea say that this strategy shall make all departments that form a process look to a common goal and tear down silo mentality.
Your thoughts please? Everyone is listening.