Monitoring processes is not exactly the same as managing and monitoring staff.


When you monitor staff, you are looking to see whether that member of staff is doing things correctly, whether they need help, and whether they are competent in that job. Your focus is on the person and their capabilities and needs. If things don't work as expected, the problem is likely to be localised to that person and you may fix it by retraining that person, offering more assistance, or in extreme cases replacing them.


Monitoring processes means managing the system and making sure that the rules you set and the training you gave are proving to be right and working properly. Any weaknesses in the process translate as a weakness in the system, and this means that everyone who is following that process is getting it wrong. Process weaknesses can be more serious, have more widespread effect, and might be more difficult to fix.


Indicators of process weaknesses:-

  • When outcomes are not being achieved
  • Recurring mistakes - Same error happening over and over
  • High level of customer/patient complaints
  • Accidents and serious untoward incidents
  • Lack of confidence by staff


Types of process weaknesses:-

  • Poor training – results in poor system
  • Poor recruitment – results in poor performers
  • Flawed processes – results in flawed results
  • Poor risk management – leads to avoidable mistakes and adverse events
  • Uncertainty and hesitation by staff in decision making – combination of above

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