A Word on Processes

Seems strange to discuss processes when they have been refereed to in previous lessons. By now one would think everyone would know what a process was. Everyone should know how important documentation of the process is. But I am afraid that may not be the case.

You see a process as defined by ISO 2001:2008; is rather broad.

“This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements.

For an organization to function effectively, it has to identify and manage numerous linked activities. An activity using resources, and managed in order to enable the transformation of inputs into outputs, can be considered as a process.  … the application of a system of processes within an organization, together with the identification and interactions of these processes, and their management. can be referred to as the “process approach.””

All that is needed to be known about a process is that it is actually a listing of the steps required to perform an activity no mater the level within the business the activity takes place. If a business uses defines its processes and uses the definitions then it is using a “process approach.”

The problem is that to read the definition of “process” leaves a lot of doubt as to what should be documented in the list of steps for the “process.” To best understand what needs to be included in the documentation of a process please read The Missing Concept to Staying in Business. The eBook gives very clear details of what needs to be documented.

So let’s discuss the subtleties of documenting a process. To illustrate the nuances of process documentation we shall use production of a TV series.

The main process is → Produce a TV Series.

To detail better the main process there are sub processes.

Produce a TV Series

• Decide on topic
• Write script
• Cast actors
• Build set
• Practice
• Film series
• Edit film
• Publish series
• Viewer review
• Review of TV series production process

The obvious situation is that all shows are different. They have different topics with different characters and different viewer reviews. Yet at Produce a TV Series the process flow is exactly the same. If all is different how can the processes be the same. The details in sub processes make the difference.
What our example illustrates is that the upper level processes are important.

For example if a topic is not selected there is no way a script can be written. If there is no viewer review the show may be running without knowing if anyone likes the series. Of course revenue would also point to a problem. If the Review of the TV series production process is not performed the fact the process of defining a topic was not performed would be missed. The production process for another series would be completed with disastrous results.  There would be no improvement in the process of producing a TV series. All problems would persist.
Of course the example of no topic being defined is ludicrous. The next process could not be performed. However, the possibility that a process step as major as defining a topic might be missed illustrates the point, all process steps are required and must be documented.
Knowing that all process steps must be defined does not explain why each TV series is different.

Let’s pick on one sub process of Produce a TV Series. Let’s look at Write Script.

Write Script

• Decide on Characters
• Decide on Character Interaction
• Write Script for Characters
• Review Script for Content
• Actor Review of Script
• Re-write Script
• Final Script

Again this process is the same for all TV series. Therefore the real difference in the results of the process, Produce a TV Series, must be in the details of the sub processes for Write Script.

If you notice the Write Script process as defined does not have a review of the script by the viewer or a review of the Write Script Process. Both are required if the Write Script Process is to be improved.

If we drill down even more through Decide on Character Interaction what will be noticed is that most of the major successful TV series have defined the same 8 or so major characters. They are the protagonist, antagonist,  deuteragonist, tritagonist, false protagonist, viewpoint character, focal character and foil character. The script will present each character in each edition of the series as is required to keep the interest of the viewer high.  Soap Operas are a good example of the long standing adherence to the multiple, 8 major character, concept.

The interaction between the characters is relatively fixed. That is to say, the protagonist is to be foiled in what they do by the antagonist. The deutragonist is to be the second most important  character after the protagonist and so on.

So where is the difference if the interactions between characters is fixed? What makes the TV Series different is in the profile of the characters? By defining the profile of each of the characters the exact interaction of the characters can be determined.

Yes, the interaction protagonist to antagonist is the same in each TV Series. The antagonist is to try to prevent the protagonist from accomplishing their goals. The protagonist must undergo some hardship to accomplish the goal.

There is even the same number of major characters calling for your attention. The form of character interaction with the others is the same. But exactly what is said in the script is different based upon the character profile.

Why go into such detail over a process? To show that changes in one part of a process can change the results of the entire process. A change in the character profile changes the character interaction even if all other factors are exactly the same. Think about this ER, The Mentalist, CSI Miami, Ghost Whisper and Numbers are all the same basic show. The relationships of protagonist to antagonist is exactly the same. The same is true with the other major characters.  The only difference is the character profile and to some extent the topic.

Even two shows with the same topic, NCIS and NCIS Los Angeles, they are different due to a slight change in the character profile. The change from a dominate male figure in NCIS to a less dominate precious female figure in NCIS Los Angeles gives a fresh approach to an otherwise good but over used story line.

From TV series to romance novels to horror stories there is a tried and true writing standard that is expected by the consumer. To be successful that standard must be met by the writer. To bring a fresh approach the underlying sub processes of writing the story must be modified.

Bottom line: Process definition in the sub processes makes a difference. Watch out for the details.