Results vs. Process - Revisited

The other day, I posted a blog on results vs process. The conclusion I came to was that for projects (which are by nature of limited duration), it was more important to do what it took to assure good results than to blindly follow process.

Of course, the definition of "good results" must be agreed upon. I also added the caveat that this does not apply to processes that must be observed to assure adequate results.

While I still fully believe this approach is true as a guiding principle for project managers, I've come across two good arguments in defense of process in general:

1) Results are often uncontrollable, while processes (if maintained) can at least assure more consistent results over the long haul. Uncertainty is a given, and good processes will allow for that and plan for that.

2) Conflict should always be expected, and should be used to improve processes rather than be seen as an impediment to results. Conflict is a good thing. Unresolved conflict is not.

My clarification of "results over process" is this:

• When defining processes, don't make the processes so heavy and bureaucratic that they impede results.
• Introduce processes slowly. Don't expect overnight results; Follow a maturity model and strive for continuous improvement.
• Relentlessly search for less invasive ways of accomplishing control.
• For each potential new process, use the"Five Why's" (asking "why" five times until you determine if the process in question is really needed). If in doubt, don't add it.
• Allow room for people to make decisions. If a principle will work just fine to help keep people on course, then don't institute an unnecessary process. Not everything can or should be "process-ized." Generally, aim for principles over processes wherever possible.

I do think Toyota has it right. By focusing on long-term results (i.e. continuous improvement) over short term results, continued success is more assured. By we don't want to unnecessarily impede short term results either. We can walk this balance by keeping our processes lean and giving project managers the freedom and confidence to do what is right to successfully deliver a project. People are ultimately our best asset.