The pace of personal experience

“Going South, Getting Lost"

From Natalia Filchakova, New Pace Consulting SA

What do a journey in Spain and management of business processes have in common? Why are some highways too large? Find some insights along the way in our column, “The pace of personal experience”.

Recently returned from southern Spain (an amazing region, rich in history and spirit), I still wonder how I found my way to the airport! The highway signs are a challenge for every foreigner. You see an exit sign once—and realize a few seconds later that it was not only the first time you would see it but also the last! Too late! The exit whizzed past me and the next one was 20 km further on. Who knows why there is only one sign per exit (with all possible directions on it together so that you would need three minutes to read it)? Presumably to achieve significant savings?

On the other hand, I quite enjoyed six lane highways, sometimes with lighting, traversing nearly solitary areas and ending in a town with a population of a hundred-people. The highlight: a sleepy one-street place on the Atlantic shore, with nine needless roundabouts along the road, all gorgeously arranged with fountains and palm trees, each with two exits leading to nowhere. Passing them one by one, I eventually ended up in the town centre (wait … was there a centre at all?).

What does all this have to do with business and processes?

Everything:

• Set clear targets and signs: if you don’t, you frustrate the driver and force exception processes.
• Use resources adequately. Don’t invest in highways and roundabouts if they are useless.
• If your way is mainly found on the ad hoc basis (by asking pedestrians or policemen)—better take a guide, and watch out for the turns. They may come unexpectedly.

I’m sure you’ve got me right: Spain is a wonderful country with great people, and I'm looking forward to my next trip there. Guess what, though: you find such inconsistencies everywhere in the world—and also in many businesses.

Till next time, Natalia