Getting Work Done: Task Management and Execution

Once a process is triggered, it’s time to roll up your sleeves and get to work. But to get things done smoothly, you need to break down the process into clear, manageable tasks. Think of it as a step-by-step guide that takes you from start to finish. Each action brings you closer to completing the task, and when all the actions are put together, the process flows seamlessly.

Example: In our bakery, the process of making croissants involves specific actions—mixing the dough, folding in layers of butter, rolling it out, cutting, shaping, and finally baking. Each step is an action that contributes to the final product. In a tech support company, actions might include diagnosing an issue, applying a solution, and following up with the customer.

Types of tasks

Different processes call for different kinds of tasks.

Manual tasks

These are tasks that require a person’s hands-on involvement. They can’t be automated and need a human touch.

Example: In the bakery, kneading dough or decorating a cake are manual tasks. In tech support, a technician manually troubleshooting a device would be an example.

Automated tasks

Automated tasks don’t need human input to be completed. Once set up, they run on their own, saving time and reducing the risk of errors.

Example: In tech support, an automated system might send out an acknowledgment email whenever a ticket is submitted. In the bakery, a timer on the oven ensures that croissants bake for just the right amount of time without anyone needing to watch it.

Automating some tasks can generate new types of manual tasks: a common example is checking that the automation worked properly.

Process tasks

These are tasks, rather than helping solve the issue of the process, they are here for the process to finish. For example, the escalate or de-escalate task.

Designing tasks efficiently

Designing tasks efficiently is crucial for creating a process that runs smoothly, but it can be tricky because each process is unique. Even though there’s no one-size-fits-all approach, here are some key principles to keep in mind when setting up tasks in your process:

Break tasks down

Keep tasks simple and focused. By splitting actions into smaller, clear-cut tasks, it’s easier to spot where things might slow down or get stuck.

Example: In the bakery, instead of just having "make croissants" as one big task, break it down into smaller steps like “mix dough,” “fold butter,” “let dough rest,” and “bake.” This way, you can see where the process might hit a snag and adjust accordingly.

Automate where possible

Look for repetitive, manual tasks that could be automated. Automation helps save time, reduce errors, and free up your team for more important work.

Example: Setting the ovens to preheat at a certain time each morning can be automated, so bakers don’t have to do it manually every day. That’s one less step to worry about and ensures everything’s ready to go.

Remove unnecessary tasks

Regularly check the efficiency of each task to make sure it’s necessary and adding value. If a task doesn’t contribute to the end goal, it might be time to rethink it. We've seen countless customers with useless tasks in their processes.

Example: If every baker is individually preparing their own batch of dough for croissants, consider removing this step by having one person prepare a larger batch for everyone before. This would save everyone time.

But sometimes, tasks don't provide output but are still there for a reason: stay compliant or just because another team needs a different output than your team!

Use the Right Tools

The tools you use can make or break a task’s efficiency. Always challenge whether the tools you have are the best ones for the job.

Example: If mixing the dough by hand takes too long, consider investing in a commercial dough mixer. It speeds up the process and ensures consistency, so every batch turns out just right.

Document the Tasks

Make sure each task is clearly documented. This helps with training new team members, maintaining consistency, and catching errors before they become bigger issues.

Example: Have a detailed recipe book that outlines each step of making croissants, from ingredients to baking times. This way, no matter who’s in the kitchen, the process remains consistent and the quality stays high.

Why does it matter?

Tasks are the core of the process - this is where your operator rolls up their sleeves and really provides the output.

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