As the chairman of XCMG, Zhigao Digital Transfer Network Union“Project number one”，It is the cornerstone of the summit of Mount Qomolangma.。Chairman Yang Dongsheng stressed，The whole company should be comprehensive.、Accurately Understand the Transformation Direction of Intelligent Digital to Network Connection，At the same time, we should also undertake the glorious and arduous historical mission and the responsibility of the times to promote the transformation work.。

Thought is the precursor of action.。Only a high degree of ideological unity，Only in this way can we have the unity of will and the coordination of action.。So，The official account was launched“Intelligent change from digital to network·Micro class”Column，Through Popular Science Intelligence to Change Digital to Network Knowledge，Comprehensively enhance the understanding of the majority of cadres and workers on the transformation from intelligence to digital to network.，Gather the great strength of the whole staff to devote themselves to the work of intelligent transformation, digital transformation and networking.。

Four Key Factors Affecting the Success or Failure of Process Change

According to a McKinsey survey,，The success rate of global management change projects is only 30 percent%，The success rate of international process change is also less than 30 percent%。Why is the success rate of change so low?？How should we manage the risks of change?，What about improving the success rate of change?？We summarize four key factors that affect the success or failure of process change.。

The first factor is the perception of change

When an organization initiates change，If there is no consensus for change,，Then the whole change will not have a mass basis.，That is to say, they are not fully prepared for change.，Then change can easily become a mysterious person.，In a mysterious office.，Finally, a mysterious plan is produced.。At the stage of implementation，People are generally against him.。

The second factor is the change strategy.

If the organization lacks a strategy for change, it will magnify the risk of change.。Enterprises are at different stages of development.，And the environment for internal Chan、Resources、Capacity and supporting mechanisms are very different.。So more flexible strategies are needed to control the risk of change.。If companies become too aggressive,，There will be strong resistance to change.，It can even lead to organizational chaos.，Failure that leads to change。Therefore, an enterprise should adopt a more flexible change strategy.，To control the risk of change.。

The third factor is the ability to change.

If change lacks methods and tools，There will be no change in the quality of the program and the effect of landing.。Therefore, the organization needs the empowerment of change.。Some enterprises see the development process as too simple.，I think a few people will compile the process document.，It will be released after everyone countersigns.，It turned out to have no effect.。There are also some companies that say whether they can spend three months to build the company's process.。This shows that people lack a deeper understanding of the construction of the process.，Underestimating the difficulty and complexity of process construction。

The fourth factor is the mechanism of change.

If there is no mechanism for change,，Change will not be sustainable.，It can easily become a movement of change.，Therefore, the change of an enterprise needs the decomposition of change responsibility.、Guarantee of change resources and establishment of change system and process，It is also the construction of a matching incentive mechanism for change.。

The next step is to focus on these four key factors.，Let me share with you.。

Methods and tools for process change

Process change of enterprise，In addition to the conceptual consensus and the strategy of debate.，But also the empowerment of change.。

 

 

Look at the three elements of this picture.，Process、People and people IT Technology。IT Technology can be guided and supported by software packages，For example, import ERP System、CRM System、PRM System and DPLOA System。But the two elements are process and people.，It also needs the support of the process.，That is to say, process construction also needs process.，Change management for people also requires processes。

 

 

1、The process of process construction

At present, most large-scale enterprises have established processes.，And the number is not small.，But，The quality of the process design is not good，Does not reflect the nature of the busin，It does not reflect performance orientation.。Almost all processes do not have performance goals.，So there is no way to evaluate the effectiveness of the process.。Let's take a look at how benchmarking enterprises develop processes.，Huawei will regard the process as the development of products.，So the process of process building is very similar toIPD The development process of。Because the process is also run in batches.，It's like selling our products in bulk after they go on the market.。So when we build the process,，First of all, we need to define what a project is. charter，That is, the definition of the project，To answer 5w2h Define the background of the project，Why do you want to make this change?？Why choose this process?？Our goal、Our range、The path and time of the project，Budget and resource assurance，Risk Management and Control Project charter After the input, you need to start the process.。

 

The first stage of the construction process isRequirement analysis of the process，First of all, understand who the customer of this process is.，Today's business processes often do not identify customers.，So people often say that the process of the enterprise is very good.。For example, some people and property departments.，HR The process is sound.、The procurement process is also sound.，Customers who then look at these processes have a lot of complaints.，People say I'm a new employee to report.，I can't even get a computer.，Sometimes it takes a week or two to wait for the computer.。Others say that I have to run one to apply for an item.、I can't apply for it in two months.。So，Sometimes when you look at the process from the customer's perspective，You will find a huge deviation.。So first define the customer of the process.，It is to initiate requirements for the process.，For example, the order delivery process，Customers place orders for us.。

A large number of processes in the enterprise，Not for the end customer，You can treat the downstream as customers.。Because of the need to provide accurate and timely input to the downstream。After defining the customer，To understand the customer's needs and expectations.，And translate into process performance requirements，At the same time, the cost of delivery should be taken into account.。Because Chinese enterprises sometimes like to engage in human sea tactics.，In order to satisfy every customer，Resources that can be invested regardless of cost。Maybe the customer's satisfaction is finally realized.，But the organization pays a huge investment cost.，Therefore, we should also pay attention to the effective allocation of organizational resources in terms of process.。If the cost of allocating resources is too high，Finally, this process does not produce value returns.。So from a performance perspective,，It is necessary to define the design specifications of the process.，At the same time, we should take into account the requirements of compliance and risk control.，We should pay attention to whether compliance and risk control have any requirements for the business corresponding to the current process.。

During the management of Huawei Process Management Department，I used to be the manufacturing headquarters.、Director of Quality and Director of Corporate Audit，At that stage, I had the management thinking of prevention in advance.，Because the cost of ex ante control is the lowest.。When Mr. Ren first proposed the process audit,，It is clearly required to design key risk control points in these key processes and high-risk processes.，Expose risks in a timely manner，Correct the deviation。

After the requirements definition phase is completed，It is about to enter the second stage.：Scheme design phase。First of all, look at the level of the process.，Because the selected process may be a higher order process or an end process.。If it is a high-level process.，We can't do the detailed design of this process right away.，First, open the process.，By interpreting the business process，Understand the business model，We also need to plan the process architecture.，It is necessary to see clearly what stage processes or sub-processes are included in this end-to-end process.，Which business scenarios are also included in the breakdown process?，We can't use a flow chart.，Make the details of a complex high-level process very clear。So first of all, we need to make a top-level plan.，Then detailed process design is carried out.。Of course, this stage is not simply to restore the current status quo for release.，Still to goGap analysis and discussion of optimization initiatives。Because we defined the development requirements of the process in the early stage.，It is necessary to look at the actual running process.，Is there any deviation from the performance requirements?。If there is a deviation，Gap analysis is required，Discuss and optimize measures，Finally, we will finalize the optimized plan.。So when designing a process,，Need to go through such a process。

I remember years ago.，Used to coach an air conditioning company.。The settlement process of a service fee at that time，This process can be seen from the scene.，Its efficiency is relatively low.，It takes two months to run.。In particular, the cost of resources invested in this process is very high.，From branch office to headquarters，A total of 38 people have to do the review of service documents every month.，Transaction of service invoice。Because their services are outsourced.，Pay the outsourcing service provider every month.。So this payment process is very inefficient.，Labor costs are high.。If we restore the online process, we will publish the development process document.，Obviously, this process does not create value for the company.，So we have to be in the conceptual design stage.，Need to figure out what pain points exist in the process，What are the deviations from the design objectives?，A gap analysis is then conducted、After the root cause analysis，Found that there are many links in this process that can be optimized.。For example, there are many unreal repetitive links in the process.，There are also process business breakpoints.、Information breakpoint、IT Isolated island。After optimizing all these.，Then design the final plan according to the new goal.。For example, shorten the whole settlement cycle from two months to one month.，In the business volume、On the premise that the settlement volume does not change, the labor cost is reduced from 38 people to 9 people.。

The second stage is to finalize the optimization plan.，The third stage isDevelopment of process documentation。Now many enterprises do process development.，Start by rewriting the process documentation directly.，Skipped the first two stages.。Therefore, the quality of process development is relatively poor.，Does not reflect the efficiency and effectiveness of the process。So the work of this stage of document development is not just drawing a flow chart.，Also develop process documentation，To define the elements of an individual films。For example, the purpose of the process、The scope of the process、Definition of terms、Input and output，As well as a detailed explanation of the flow chart and each part of the process.、Activity description，For some important activities.、High-risk activities need to be established. SOP Work instruction or check list。Input and output for each activity at the same time，Define its standardized information flow forms or reports to improve the quality of the entire data.。We found that in the enterprise,、IT There are a lot of first-time data in the system.，Source management without data。Source of data quality，It is necessary to define the development process.。When developing the performance process，Except for the traffic flow，It also depends on the information flow.，What is input and what is output in each link，What data is given to the downstream。If these data are not standardized.， That IT The system must be chaotic.，There must be a lot of information fracture.、IT Isolated islands and low-quality data。Domestic standards and templates for process development，The purpose of solidifying to the whole software platform is to control the development quality.。

The fourth stage of process construction，It's the process.Integration validation and testing。Because sometimes moving a process will affect the upstream and downstream processes.，So make sure the process changes.，No impact on other processes，Or how to manage the change after it has an impact.，Ensure that upstream and downstream processes do not break。In addition, when the process of an enterprise changes,，Would involve an organizational re-adaptation.。Therefore, it is necessary to verify whether each role in the process is adapted to the real position in the organization.、To undertake，Otherwise, the main body of responsibility in this process is not clear.，It is easy to produce blind spots in responsibility.。Therefore, it is necessary to fully verify the integration of the process at this stage.，Also do the trial run of the process.。This is the same as a new product launch.，If the product is not fully validated and commissioned，It is easy to produce batch quality problems after listing.，Therefore, the peripheral cost paid by the organization is very high.。Therefore, it is also necessary to conduct a trial run of the process before releasing the process.。At that time, Huawei IPD Just as well ，Other processes are also good，Have to go through a full 4.：1 Operation，To publish this process.。In the past, Huawei had two important viewpoints.，It was also proposed by General Manager Ren.，If this process is the business we are facing.，Without sufficient verification.，Don't go to the process.。For example, a new business has just started.，There is no stability，There is no regularity，Solidify the process at this time.，It is not conducive to the flexibility of future business.。In fact, there is no condition to sum up the law.，So we need to make sure that this process is stable.。Stabilize it after verification.，Run again in batch，There is no proven process.，Don't go up easily IT System，Otherwise, give the system every day.。Now some enterprises will look for it directly. IT The department optimizes a certain function.，Or put forward some requirements.，But in fact, there is a process behind it.，If the process is not managed，Go directly to the system.，It's bound to produce a lot. IT Isolated island。Everybody hear the words here.，You may find it so troublesome to do the process.。 Yes ，The process requires the spirit of craftsmen.，We need to make high-quality products。

Let me share a case with you.，When I was the director of the process management department in Huawei，Except for large change projects at the company level.，Fifty or sixty cross-departmental process optimization projects will be launched every year.。Start in Huawei LTC Before the process change，That is, the process from the clue to the payment.，This was launched in 2009.，But in fact, Huawei has started the construction of the marketing process at a very early stage.，We will focus on some key processes in marketing.。For example, at that time, we called it the three axes of marketing.，If you want to get a contract and an order.，There are 3 processes that are important，For exampleCustomer reception process、Introduction and visit process of sample room、The process that the customer uses is the process to begin the research。These processes are important.。One process per development，It takes a lot of resources to invest.。For example, develop a customer reception process.，At that time, 16 people were involved.，There are business experts in it.，There are also leaders of business units.，There are also process optimization engineers sent by the company.。It took us more than three months.，Systematic optimization of the entire customer reception process。At that time, I also reported to Mr. Ren of Huawei three times.，Later, this process became a model of optimization.。

So we spent three months，Build all the processes of the company.，But because we didn't know how far the process went in the past,，Think the process is simply to draw a picture and send a document.，It's not that simple.。After the process is released, it enters the next stage.，It is also the last stage.，Publicity and implementation of the process。Now many new employees enter the company.，These processes could not be found，That is to say, many of us have spent a lot of energy and investment to write a lot of processes.，But many new employees don't see the process.，Or there is no channel to quickly understand these processes of the company.。New employees are not provided with a precise process navigation.，It allows every employee to see whether the position is in the company.，Where is it in the whole end-to-end process or in the supporting process?。Which processes are related to individual positions?？

Which processes do you want to take on the corresponding roles?。If you do not see these proces，Then we do a lot of processes.、What is the use of huge investment?？Therefore, the release and publicity of the process is very important.。Previously, Huawei released a process.，It will cost more to publicize.。For example, there is an order delivery process optimized for one year.，From order acquisition to delivery，At that time, the implementation team was organized to carry out propaganda and implementation in all teams.，Make sure everyone understands correctly.，We also need to organize examinations，If you fail the exam, you have to take a make-up exam.。Therefore, the process should have a process of publicity and implementation.，Including new employees after entering the company before taking up their posts，First of all, we should go through the training of the process.，Process learning。In this way, there is a meaning of professionalism.，Respect the meaning of the process。When I was in charge of the process in Huawei before.，One of them went to the new employee training center to give a lecture to the new employees.，Instill process awareness，But not a lot of advanced methodology.，It's more about cases.。How much business loss has been caused by the execution of the company's past case handling process?，How is customer satisfaction reduced?，How is the cost wasted?，How is the efficiency reduced?，Everyone was very touched after listening to it.，Start paying attention to the process.。They know，If the process is not respected，The company has to pay a great price and cost.。

In addition to the process of process building，There is another process that concerns people.。When the organization implements process change，It will inevitably have an impact on the organization.。Changes to any process，Even a new process can change the habits of an entire organization's capabilities.，Challenging organizational identity and entitlement systems。If in the whole process of change,，Focus only on solutions, not people.，There is bound to be great resistance to change.。So there needs to be a change management process to reduce resistance to change，Control the risk of change。

2、Change Management Process

From this picture,，The entire change management process has a total of seven steps.。I will focus on a few links.，For example, improve the readiness of positioning.。Improve readiness，Important for managing change risk，Training and other means can be used at this stage.，Remove some of the resistance to change。Use this stage to enhance the organization's resonance and consensus on change.。In addition, there is a link called the management team of the director store.，That is to say, what kind of people participate in process change becomes particularly important.。Remember Huawei is doing it. IPD When changing the project.，Set up a project team for the first time，Each department is required to send a most experienced person to participate in the project team.。Because of Huawei's company-level transformation project at that time.，RequestAll core members of the project team should be released from work.。So at that time, each department chose the most idle person, that is, the new employee.。

As a process discussion.，New employees will say that they have just come to the company to report.，Don't know how the business is running。So the project team was disbanded later.，Rebuild the project group。It is required that the people sent by each department must have certain qualifications.，For example, the working time in the company.，Position level and performance appraisal results in the past three quarters must reach several levels or above.，Members of the core group have to be interviewed by the advisory group before they can enter the team.。In the words of Mr. Ren.，Recognize that the change team is training you.。Therefore, personnel selection is very important.，Be sure to involve the people who know the business best in process optimization.。Elements of the Change Management Process，They are all solving problems related to people.。For example, to establish a communication management mechanism for change, it is necessary to consider that some stakeholders are connected.。

We need to communicate with them more.，You can't make plans behind closed doors.，Respect some of their ideas.。Sometimes a consensus is reached，More important than perfection.，Respect some elements of human nature.。Try to get as many people as possible to agree to the change.，Open up everyone's pattern and vision.。The whole change，Sometimes the cycle is longer.，After a long time, people may have a sense of confusion.，Or busy with business.，The degree of investment will decrease.，So we need to have some short and smooth ones.，To make people feel the benefits of change.，So we will choose to let the change have some effect in some places first.，In this way, the promotion of the whole organization will be easier to obtain more support and correction of the organizational system.。Because change is essentially a challenge to the culture of an organization.。

In the past, the culture of most companies was responsibility-centric.，It's basically a culture of control.。Change should break through in culture.，Build a customer-centric culture。In the process，It's a big challenge for everyone.，Sometimes it is even a challenge for the entrepreneur himself.。Because the process of managing an enterprise is like regarding the enterprise as one's own child.，Full of emotion。But now change，Responsibility must be devolved.，First of all, I feel it. Will it be out of control?。This organization has been nurtured for so long.，It is not easy to achieve today's results.。When responsibility is devolved，Will the whole business get out of control and pose a major risk?。

Therefore, the process of cultural change is full of challenges.。This requires attention to cultural transformation.，Let the organization know what the business value of process management is to the company.。Because the process is standardized、After regularization, it can also monitor the effective execution of the process.，Control risk。Next, budget management can be done every year.、Accounting management、Audit Management，It can help many entrepreneurs manage the risks of the whole business operation.。Therefore, we must make cultural transformation at this stage.，Transforming the culture of control into a service-oriented culture centered on customers。Decentralization through change，Improve the efficiency of front-line personnel、Cultivate combat capability。In fact, many enterprises have moved up a large number of roles.，Strong dependence on leadership，So it's not just that the organization is less efficient.，There is no way to train excellent cadres.，Because no one takes responsibility.。

3、The process of change is as important as the outcome.

The process of implementing reform in enterprises is the process of training cadres.，Because if you participate in the change, you can see the problem.。The process of change is essentially a process of self-criticism.、Target process、The process of finding the gap。At this stage, we can not only see our own gaps and problems.，Systematic solutions to problems can also be found.，It will cultivate the overall vision of cadres.。In the past, we only saw a certain link in the process.，Therefore, it is easy to be oriented.。After participating in the entire change process,，You can see the whole process.、Customer、The goal of the whole process operation。So this is essentially，It opens up the pattern and vision of all cadres.。So the process of change，It is the process of training cadres.，The process of process change is as important as the result。Previously, in the process of Huawei's reform,，There were several change seminars.，General Manager Ren is angry，Because he found that the representative of the subsidiary had not been notified to attend the seminar.。He said you people are progressive.，Don't the people in the subsidiary company make progress?，So the process of change is very important.。

Look at some of the pictures above.。The upper left corner is the process optimization of Mengniu Group in that year.，The lower left corner is to coach Vanke to do process optimization.。At that time, we found that one third of the procurement process in real estate projects could be optimized.。Through this process，There is a consensus on change.，Have a consensus on the scheme，After the implementation, it will get more support.。

The results of all process construction should be solidified into the company's management platform to form the company's strategic assets.。Unfortunately, some companies have done a lot of change projects.，But a lot of the innovation is going on inside the PC.，After a few years, another group of people did not know that this change had been made at that time.。Therefore, we need to version all the processes that have been solidified in the whole company.、Mechanization。When the process is versioned，No matter how the personnel changes.，For example, cadre rotation、New employee onboarding, etc.，Just follow the same process.。For example：There is a software company near Huawei India Institute.，The annual turnover rate is as high as 40 percent%Above。Actually，Software companies in India can have an average annual turnover of up to 30 percent%。But I was surprised to find，The cycle and quality of their entire project delivery were not affected.。Because all their processes are standardized.，All software developers respect process.、Execute the process。Then comply with the requirements of each node in the process every day.，Produce deliverable documents in a timely manner，Do well in document management，The replacement should respect the process requirements.、SOP Request、Template requirements，Combined with the development documents left by predecessors.，Keep going.。

After building up the process system，The cadres of the organization can be rotated.。Why can't cadres be rotated now?？Kidnapped everyone because of the business.，Because the process is extensive.，A lot of work needs to be moved up.，Leadership decisions are required，The leader is fighting the fire every day.，How can the organization rotate jobs?。The Basis for Enterprises to Train Cadres by Job Rotation，Therefore, we must build the system well.，In this way, the organizational ability is formed.。Therefore, it is necessary to turn the tangible results of the process into the strategic assets of the company.。Management through versioning，Make the process better and better。This ability is difficult for all competitors to imitate.。Long-term changes are needed.，And then form the change outcome of the organization。Therefore, it is necessary to capitalize the process construction achievements of the whole company.。

Through a unified process management platform，Realize the management of the whole life cycle of the process program。At the same time, the process of high-frequency use is solidified to ITSystem。For example, in the field of research and development. PLM System，In the field of marketing CRM System，There are in the industrial field ERP System，There are four major areas. MES System，There are also some management classes、The approval process includes BPM Or OA These processes of the system can also be solidified，But not all processes can be solidified into the system.，Or not all activities in the same process can go to the system.，There are also a large number of business actions that are not in the system.。For example, do technical exchanges for customers.，From pre-meeting planning to in-meeting implementation，Follow up after the meeting，A large number of activities are offline.，So in addition to the information system,，Still needSOP Work instructions。

For example, the process of the exchange meeting，I spent more than three months in Huawei before.，Nearly 20 people were invested to optimize the process of the exchange meeting.。We made the whole process very clear.，For example, pre-conference planning considers which customers to invite to attend the meeting.，What is the purpose of the meeting?，The pre-conference planning stage requires an activity.，Of the processSOP It's clear who you're visiting.，Which key positions、What are the positions at the decision-making level?，What are the positions at the technical level?，At the time of the prior interview，What are the key messages to know，Understand the customer's pain point、Competitor Information，Then do some preliminary communication with the customer.。Change the photos when you come back.，Make sure that this exchange matches some of the pain points that customers care about.。So if you do the process.，Not simply the last one. CRM The business opportunity entered in the system is OK.，What is the quality of the business opportunity?？What about the quality of demand?？If there is no previous process construction，Some of these key business activities are notSOP A suggestion，How can you make sure that the information you get about your needs is true?？Maybe you invited the wrong people.，In addition, the whole issue is not well planned.、The plan is not well designed.，The effect of the exchange meeting may be very poor.，The second time, I can't make an appointment with the customer for an exchange meeting.。So don't put IT The processes in the system are equivalent to all the processes in the company.，These data、Information is generated by many process activities.，This key action should be managed.。