The Power of Process Experts
We are working with a large global manufacturing client to implement Critical Thinking Skills (CTS) in problem prevention and problem solving as part of continuous improvement efforts. In addition to developing line and staff employees’ skills in CTS through training and application to current issues in the plant, a key component of the improvement initiative is developing Process Experts (PEs).
The PEs are plant employees who facilitate structured sessions in CTS application. They do not lead formal training sessions, but rather they coach individuals or groups and provide feedback in the use of CTS. PEs serve as internal consultants at the plant to surface opportunities to apply CTS, and recommend and implement organizational changes to make CTS use part of the conduct of operating at the plant.
Individuals designated to become PEs must first be well versed in the CTS processes from attending a CTS training session and demonstrating an understanding of how to apply the processes to their job issues.
Prior to formal training, PE candidates complete electronic pre-work to assess their knowledge of CTS processes. Candidates receive feedback on their completed pre-work from ASG leaders. The pre-work is also used to determine organizational priorities so the PE program can be tailored to best meet the needs of the client.
PEs are required to successfully complete an intensive 5-day PE course, during which they gain a greater understanding of the CTS processes and how to facilitate use of the processes with others in the plant. The emphasis in the course is mastery of the processes and the ability of the PE to help others use the processes. The goal is not to “do for others”, but to help internal clients learn through application so that the CTS processes become “how things are done” in the plant.
PE Selection Criteria
The criteria we recommend for selecting a potential PE includes:
- Interest in and motivated toward seeking improvements in the plant’s conduct of operating
- Demonstrated proficiency in the CTS processes
- Able to adequately explain (not teach) each CTS process to those who have been trained in CTS processes, as well as those who have not been trained
- Displays self-confidence and rational, logical thinking ability to link the CTS processes with practical application to issues
- Knowledge of the organization, credibility at the appropriate levels in the plant, and interest in obtaining measurable business results
- Interest in facilitating groups and coaching individuals to success and comfortable with the idea of getting results through the success of others
- Comfortable working with an organizational “client” to establish facilitation objectives, outcomes, PE and internal client roles, and appropriate working relationships
- Able to lead the change process and deal with normal resistance to change that naturally accompanies any change effort or new concept
- Interest in learning meeting management techniques, ways to manage conflict in groups, and use conflict to achieve results
- Able to accept feedback and criticism, and maintain a high tolerance for ambiguity
- Ability to provide specific, behaviorally based coaching and feedback to internal clients, groups and individuals on their use of the CTS processes and the results obtained
- Capable of influencing others over whom they have no direct authority or control
While we have input about those nominated to become PEs (usually determined through interviews with prospective candidates), the final determination on employees nominated to become PEs is made by the plant leadership. They know their employees better than we do and the leadership’s support will be critical to the PEs’ success.