Glossary
Followed By All
Followed by all is the second half of the process component: once the core processes are written down, everybody in the company has to work the same way. It is the half that gets skipped. Documentation is a project with an end date, and changing how a team already works is a management job that never quite finishes.
01
What followed by all means in practice
EOS® pairs the phrase with documented, and the pairing is the whole point. Once a process is written, the seat that owns it is accountable for people following it, and departures show up as issues in the weekly meeting. The measure teams add to the Scorecard is usually not whether the document exists but how often it is used.
Documented processes nobody follows are worse than none, because the company now believes it has a system it does not have. Enforcement sounds heavy-handed until you look at the alternative, which is a business where the answer to any question about how something works is that it depends who you ask on the day.
Worked example: A bakery chain wrote its opening checklist and put it in a folder. Six weeks later two of the five sites were still doing it their own way, and both had the food safety findings. The area manager started asking for a photograph of the completed checklist each morning. It felt petty for a month and then stopped being necessary.
Sources: Traction, Gino Wickman, chapter on Process; eosworldwide.com/eos-tools
Core Processes
Core processes are the handful of things a company does over and over that decide whether customers stay happy, usually six to ten of them.
02Three-Step Process Documenter™
The Three-Step Process Documenter is the method EOS gives for writing down a core process: identify it, break it into major steps, then describe each step.
03Accountability Chart™
The Accountability Chart is a picture of the seats a company needs and the three to five things each seat owns, drawn before anybody's name goes in a box.
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