Intro
1 2 3

Module 2
4 5 6 7 8 9 10

Module 3
11 12 13 14 15 16

Module 4
17 18 19 20

MODULE THREE - ISO AND DOCUMENT STRATEGY

Process Disconnects (continued)

When analyzing an organization’s processes, look for disconnects.

They are usually characterized by:

•	Conflict and hostility between departments/functions
•	Fingerpointing
•	High rates of product failures/returns
•	High staff turnover

Handling Process Disconnects

Handling process disconnects can be a real minefield. If you get caught up in the conflicts, you will never come out a winner, and your stress level will hit the boiling point. When documenting process disconnects, just document them factually - NEVER attempt to assess blame!

Document process disconnects objectively, supporting your findings with facts - DO NOT TRY TO FIX THEM! The only people who can fix process disconnects are the people who work in the processes.