I love to modify programs. I love to change them, tweak them, grow them, add procedures, add forms, add spreadsheets, etc. This often frustrates (to no end) those I work with, even though what I do is in the spirit of continuous improvement. Procedures & systems, after all, are just as much about efficiency as they are about efficacy. To the extent that they change constantly – even for the better – they hinder efficiency because the people that use and rely on those systems have to keep re-learning those systems, and lose fluidity with how they move throughout the system.
So, if systems and procedures are to change, I think they need to change effectively – in a certain way – and not just because the outcome may be better (i.e., the system is technically better). Rather, the way in which they change for the better is vital if you’re going to keep staff happy, or keep them at all.
First, a disclaimer since I’m throwing around the term “systems” here: “Systems change” often refers to large scale (and accompanying small scale) structural changes to a system (e.g., a new special education model in an elementary school). What I’m talking about in the article may be related, but it’s not the same – I’m talking about procedural systems – not what’s happening, but the way in which they’re happening – the forms, routines, expectations, and protocol used by users to accomplish the same (or similar) tasks in the same large-scale “system” that was in place before. What I’m referring to here could be anything from how users navigate the internal web system to how special education processes are documented.
Back to effective procedural systems change, then: There are better and worse ways to do it, and I’d like to spend a few minutes in this article highlighting one particularly helpful element to include in procedural change: pruning.
Do you remember TPS reports from the movie Office Space? If you haven’t seen it, see it – worth it beyond just understanding this analogy. The issues with TPS reports, and all of the office procedures the concept was satirizing, were duplication, redundancy, and over-documentation. The interesting thing is that TPS reports (using the term metaphorically here) don’t actually (always) start off bad. Generally, there is some need that’s noticed that needs fixing, so a procedure is developed to address that issue. The problem is that the procedure is often just tacked on to the existing procedural structure without considering the overall context in which the TPS report is placed. There may already be other forms that address the same issue, for example.
So, over time, there become tons and tons of TPS reports. Teachers know them well – many call them “assessments.” All sarcasm aside, assessments are crucial to education, but many teachers have experienced that assessments upon assessments are tacked on in a seemingly haphazard methods, leading to duplication of assessments, over-testing, etc. On a smaller scale, teachers are asked to document so many things in so many ways, that it becomes almost a major part of the job just to document. (Side note: If you teachers think you have it bad, talk to someone who has to bill medicaid).
Needless to say, when too many TPS reports build up, something needs to happen. One such thing that could happen is pruning. If you’ve studied neurobiology (which I haven’t really), you’re probably already familiar with the analogy of “pruning.” I’m not a neurologist, so pardon my paraphrasing here, but the idea is that the brain grows tons of connections over the first years of life, then eventually starts to “prune” away less used or needed connections to promote efficiency.
The same is a vital task that needs to happen within systems. The problem, though, is that pruning isn’t automatic like with your brain. There is no natural system of checks and balance within organizations that automatically triggers pruning once a certain number of TPS reports build up. The leaders/change agents need to do this manually. That being said, good systems managers tend to do this naturally – they tend to remove forms, merge forms, simplify procedures, streamline processes, etc. Sometimes it’s simple, sometimes it’s complex – in terms of execution. But, the good news is that – at least conceptually – the process is relatively straightforward.
In short, the idea of pruning is simple: Find the easiest, shortest, and most efficient path from Point A to Point B. Period. Here’s any example:
A few years back, I was working for an organization in which we needed to track details of kids’ behavior across various contexts. We wanted to know who kids behaved well for, when they behaved well, in which activities, etc., and exactly which behaviors were happening – in what frequency – each day of the week. We then wanted a way to analyze these data strategically and flexibly, for example being able to run reports to answer specific problem-solving questions generated in our behavioral assessment process. What we ended up doing during the first year was creating an elaborate electronic data collection system in which 5-10 data points were entered for each behavioral incident, then aggregated in Microsoft Access and analyzed via Crystal Reports. The system was, in short, beautiful. It was unlike anything I had ever seen or worked with, and we created it. We were proud, and could give you all kinds of information about all kinds of behavior – crazy levels of detail about behavior you’d never previously been able to have. The problem? It was cumbersome. It took staff forever to enter data, and encouraged them to focus more on data-entry (and problem behavior, since that’s what we were recording) than their actual interactions with kids. In short, we had created a system and procedural structure that was amazingly powerful, but needed pruning.
Over the next few months, then, we pruned. We ended up moving to a manual entry system (rather than digital) because we found that our fancy iPods were actually slowing us down. We collected less information about each behavioral incident, because we found that – while pretty cool – we weren’t really using some data as much as we thought we would. We also restructured data entry at the end of the day, as well as data aggregation and reporting afterward. In short, we pruned. We started off building up an elaborate system of procedures that were pretty effective, but not really efficient. We then went through the necessary pruning stages to reduce inefficiencies and duplications, and wound up with something that was not only effective, but usable. Don’t get me wrong – it was still a lot of work, but the work at least seemed commensurate with the result – worth our time.
Our organization was, undoubtedly, still change-prone and unstable (in a good way) because we were focused on continuous improvement. However, our pruning – in my opinion and experience – provided some level of counter-balance against the added systems and procedures we developed over time as well. This led to a net result of changed procedures, not additional ones, and a system that was ultimately usable.