Guest Blog ft. Kristin Mcintosh, Newark and Sherwood District Council
An incomplete path; addressing uncertainty
Recently I was supporting a team to map a new process, for a new team that linked to similar existing processes. It was pretty straightforward at the start - timescales and required activities dictated by legislation, existing processes and systems providing the delivery framework. We mapped directly into Engage Process to avoid the fun of word documents, and raced ahead until we hit 'the gap' (the process gap).
As with many processes we have mapped before, it was easy to identify the steps where outcomes were successful. However, when a step led to an unsuccessful outcome or when legislative guidance was less detailed, the team's certainty reduced. At this point, subjective factors such as best practice, social responsibility, and customer experience began to influence decisions. If we spend too much time debating what the process gap should be, it can distract the group and disrupt the session's flow. This often results in a process that is detailed but incomplete, as the known path remains unfinished.
This challenge is nothing new. When we transferred our processes from our ISO9001 accredited QMS, we found that every single process had gaps. The system could tell us what to do if the answer was 'yes', but not what to do if the answer was 'no'. Because this happened so frequently, I even created a default icon in the Engage platform to highlight these gaps.
It quickly became clear that staff struggled when they encountered these unknowns. There were different approaches to the next steps, and often cases stalled or slipped through the net because no one knew with certainty what should happen next, or who was responsible. As a result, complaints and compliance risks became common.
So what do we do about the gap?
Just as you would on the underground, it's important to "mind the gap", but don't let it stop you from moving forward. To manage these gaps, I use a process step icon labelled 'unknown steps' at the relevant stage. This highlights areas that need revisiting, allowing the team to continue mapping the rest of the process without losing momentum.
This approach prevents sessions from stalling and helps participants focus on what is known, rather than getting stuck on uncertainties. Often, resolving these gaps requires input from additional colleagues, which means the unknown steps can rarely be completed immediately. Sometimes, a few follow-up conversations or emails are enough to fill the gap; other times, a dedicated workshop with a different group is needed. Whatever the method, it's crucial to acknowledge the gap and ensure it is addressed.
With LGR on the horizon and even more reasons to document processes well, how will you 'mind the gap'?
The journey of process mapping is rarely straightforward, and the gaps we encounter are inevitable, but not insurmountable. By acknowledging these unknowns and actively highlighting them, we prevent disruption and maintain forward momentum, ensuring processes remain both robust and adaptable. Embrace the 'mind the gap' mentality: identify the gaps, involve the right people to fill them, and never let uncertainty derail your progress. After all, well-documented processes are essential for compliance, customer experience, and organisational resilience. So, as you move forward, focus on what you know, flag what you don't, and keep the process on track.
To read more about how Engage Process supports change and LGR, check out the previous blog, 'Navigating Change with Confidence'.
For practical tips on running a successful Process Workshop, download our Whitepaper here.
