As businesses grow and evolve, maintaining and improving efficiency becomes ever more critical. When processes begin to lag behind, the question often arises: should we focus on improving our current processes, or embark on a complete redesign?
The answer depends on your specific challenges, resources, and long-term objectives. But does it really?
What Is Process Improvement?
Process improvement is all about making incremental changes within existing processes. Rather than completely overhauling a system, it's about refining specific aspects—reducing waste, improving quality, or streamlining certain steps. It's a gradual, systematic approach that optimises what is already in place.
Imagine rearranging desks in an office to make better use of the available space. You're not rethinking the entire layout, just making a few adjustments to improve efficiency. This type of change is usually driven by specific pain points and tends to be reactive, addressing issues that require immediate attention.
Process improvement carries relatively low risk—but is that because it's genuinely safe, or because it's easy to sell and easy to quantify?
One advantage of process improvement is that by focusing on small, continuous changes, you avoid the disruption that often accompanies more radical transformations. This makes it ideal when you're looking for steady, incremental gains.
But here's the uncomfortable question: should we have still been looking for process improvements at Blockbuster in 2009?
What Is Process Redesign?
Process redesign takes a more radical approach. It's about completely rethinking how a process operates from start to finish—questioning existing assumptions and reimagining workflows to create something fundamentally better.
To put it in perspective: imagine redesigning an entire office space to better meet the needs of the workforce, rather than simply moving desks around.
Process redesign is strategic. It takes a holistic view of the entire system, considering not just individual components but how everything works together.
Because this approach is far-reaching, it involves greater complexity and carries higher risk. However, the potential rewards can be substantial—major improvements in cost, quality, speed, and overall service.
So why don't we do it more often?
Usually because 'if it ain't broke, don't fix it.' But if we don't look at it, it won't get better.
Here's a simple example: logic dictates that the best way to board a plane is window seats first, then middle, then aisle, working from back to front. Planes typically board in about 30 minutes. With a redesigned process, this could be 10 minutes.
It ain't broke. But we should definitely do it better.
When to Choose Which Approach
Deciding between process improvement and process redesign depends on your current circumstances. If your existing processes are functioning reasonably well but need refining, process improvement is likely the right choice.
If your current processes are fundamentally flawed, process redesign is the better route. But that's obvious.
Here's what's less obvious: we should be thinking about redesigning our processes from the ground up consistently.
Constantly challenge the phrase "this is the way we've always done it." Without that challenge, how do you look to add technology into your business? Not just the latest version of your CRM, but AI or robotic process automation. How do you get your people focusing on value-add work rather than non-value-add tasks that feel essential?
Final Thoughts
Both process improvement and process redesign provide valuable ways to optimise business operations, but each suits different situations.
In my work with clients, I've seen that process improvement is often easier to implement because it focuses on specific, well-defined issues that can be addressed relatively quickly. And it's easier to sell internally.
However, you need regular reviews of process and the willingness to think outside the box when it comes to value creation.
I'd certainly recommend getting outside help to challenge you on this. Sometimes you need fresh eyes to see what's been hiding in plain sight.
