Don’t Rush to Change a Process

In Credit & Collections it is easy to feel the pressure to fix problems as soon as they arise. Not every issue requires a process change immediately. It is OK to push back on the suggestion that a process should go through a complete overhaul.

One or two data points are rarely enough to justify a fundamental shift in how things are done. A couple of outliers do not give a full picture and instead of reacting to a couple of isolate incidents, take the time to gather a robust set of data that reflects the true scope of the problem.

Dig deeper to understand if there is indeed a process issue or if there are external factors or a deeper operation flaw contributing to the problem. Understand the root cause before making large and complex changes.

If the data suggests a change is required, test and measure adjustments first to ensure there are no unintended consequences.

Teams thrive on stability, so do ensure changes are data-driven and well thought out with good communication. Constant change of the same process leads to distrust in future changes and an erosion morale.