Process Modeling fosters Collaborative Teams


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An issue that should concern every manager is how to keep a team aligned, focused, motivated and committed to their goals. If you think a good leader will do it, think again. No individual superstars can achieve this goal; it’s a job for collaborative teams. Margaret Heffernan explains why in her video “Why it’s time to forget the pecking order at work“.

Hundreds of techniques have been investigated to ensure collaborative teams. But most of these initiatives suffer from the same problem: it is very difficult to sustain them over time. They work at first, the team is motivated and strong, but after a while the motivation, commitment, and performance decline. The efficiency of collaborative teams doesn’t depend on a single individual. Such teams are valuable because their members know who to turn for help.

Collaboration exists when:

  • Each team member knows the goal of the entire team.
  • Everyone knows what their individual contribution to the group goal is.
  • Each member can use their expertise to improve team performance.

Modeling a business process is a great task to foster collaborative teams, as all contributions are essential and they share a common goal.

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Sharing a common goal

When a team models a process, they inevitably share, discuss and agree on the main drivers:

  • What is the aim of this process? What does it bring to the business?
  • Why is this process important? What happens if this process goes wrong? What competitive advantage does it provide?
  • How do we know if it’s working well? What Key Performance Indicators (KPIs) are useful for this process?

Knowing the individual contribution

When defining the stages of a process, each one will be associated with participants (called assignees). In particular, it’s good to discuss:

  • If all stages are equally important, and for each one, clearly identify its value to the whole process.
  • What happens if one of the stages is not performed correctly?
  • Recognize that if a stage is delayed, the whole process will be too.

In Flokzu these decisions should be made when identifying the assignees of each User Task.

Collaborative teams - Defining a User Task

Collaborative improvements

All opinions are important. You can use several techniques to find creative process improvements (Recommended reading: “inGenius: A Crash Course on Creativity” de Tina Seelig). It’s important to consider:

  • That any process allows improvements. There’s no sense in trying to model a final version. There should be always room for improvement.
  • To find these improvements, you should regularly review the process and the KPIs defined. We recommend regular meetings (e.g. once a month) to analyze the overall performance of the process.
  • Always remember that the person performing a task may provide useful tips to optimize it. Listen to everybody’s opinions, but pay special attention to those who perform the task.

For example, when defining the form template in Flokzu, it’s advisable to consult those who perform the task. They can help you identify useful information that you are missing, or suggest removing fields that don’t add value.

Collaborative teams - Defining a Form

Better processes foster collaborative teams

To sum up, for business processes to be sustainable, it is necessary to set up meetings to evaluate and redesign them. This, in turn, generates the habit of collaboration, because organization members spend time together and help each other. In conclusion, better processes ensure better teams.

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Sobre el autor

Picture of Felipe Demassi

Felipe Demassi

I am an Industrial Engineer passionate about continuous improvement and operational efficiency. My academic background is complemented with courses in programming, computer science, digital marketing, and business sciences. This strong foundation allows me to tackle business and technological challenges from a generalist perspective. In my current role as the leader of the Customer Success team at Flokzu, my primary goal is to ensure that our customers fully leverage our product and service to achieve their business objectives. To achieve this, I perform the following functions: I work on defining the team's strategy, designing operations that ensure our customers get the most value from our platform. I oversee operations and sub-teams, including customer onboarding, support, and continuous training. Internal Process Development: I define and improve internal processes, ensuring their correct implementation and constantly seeking ways to enhance them to optimize customer experience. Metrics Analysis: I collect and analyze key metrics related to product usage, customer satisfaction, retention, and growth, as well as team performance. Coordination with Other Teams: I work closely with other departments within the company and coordinate joint actions that benefit our customers. During my time at Flokzu, my team achieved remarkable results, including a significant increase in customer retention and earning the "Best Customer Support 2022" award by Software Advice. Before taking on my role in the Customer Success team, my experience at Flokzu was focused on the services team. As a process analyst, I led the management of software implementation projects, provided process consulting, training, and customer support, and acted as a liaison between the customer and other sectors of the company.

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