Clients often find they are buried in paperwork – often in
the form of, well, forms. “Why do we
have to fill out all this information?” “Can’t
we streamline all this work?” “I can’t get any real work done because I’m
always copying and pasting into yet another
form.”
All of these very real pain points. Before we delve into form complexity,
however, let’s consider why forms exist in the first place. Not in the sense of a historical research
project on when forms were first used, by whom, how they developed and evolved,
etc. (though that would be interesting), but rather for what use are forms helpful
in a process?
IMHO, the main function of a form is to collect specific,
necessary information in a standardized fashion from one source of knowledge to
the next as a tool to provide value to a process. When you go to the doctor for the first*
time, it is valuable for that physician to understand your medical history in
order to properly diagnose and treat you, as well as to understand your
individual risks regarding future health considerations. (*Aside: different from redundant and repetitive collections
of medical history via forms!) When you apply for a loan, it is necessary to
provide your financial situation to inform the bank about your reliability to
pay interest on the principal. Within an
organization, it may be necessary to provide specific information about
particular outputs of one process as inputs to the next that is handled within
another department, or for entry into the System of Record.
The problem is that often we abuse the basic tenet of value-added
form use by adding more or expanding forms without thinking why we need the
information contained within them at all.
Just the other day, I was with an engineer who complained that the sales
team did not list a negotiated customer price in a form passed on to
engineering. When I asked for what the
engineering team used that information, the engineer faltered. “Well, I think we copy and paste it and just
keep track of it,” he said. “Okay, but
what value-add thing do you do with that information that renders it necessary
to you?” “I don’t know,” he
admitted. We went on to discover that
the quoted price was listed in a Quote Letter that was available in a common
shared folder for all team members to access.
What’s wrong with this picture? First, the receiving party did not even know
for what they needed that information – only that there was a field on the form
for that price, and in this case it was not filled in. Second, the form had redundant information–
the value in the field requested was available elsewhere.
“I’ll go to bat for you, (Engineer),” I said. “If you can tell me why you need that
information, we’ll make sure that it is always provided to you in this process
in a standardized way.” The engineer
agreed, and we also discussed how the overall process is being overhauled in
our Process Improvement project anyway, so this particular form is being
replaced with something else that is scrubbed for value-add, as well as considered
for direct entry by the initial knowledge owner to the system of record to
eliminate the need for manual entry into the existing quagmire of forms fields.
If your organization is experiencing the pain point of too
many or too cumbersome forms, step back and review the following:
These are the types of things AJC considers in Process Improvement projects via our Current and Future State mapping methodologies. If you need help, we would be happy to be of service!
- Why is each form needed?
- What value does each field in each form provide to the recipient?
- Is there some way for the knowledge owner to pass on that information into the ultimate “system of record” or resting place for the information directly, without using a form in the first place?
These are the types of things AJC considers in Process Improvement projects via our Current and Future State mapping methodologies. If you need help, we would be happy to be of service!
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