How to balance standards and standardization with customization?

Asked by Coleen Rutledge Davis

Coleen,

"Process" is like a common language that helps people to work together in a synchronized manner. When we define Process, instead of re-inventing the wheel, we refer to the Industry Standards. Standardization helps us in delivering quality deliverable to our customer's satisfaction. Defined processes helps us in measuring the data which is collated and taking corrective actions and improving our way of functioning.

Having said this, here are some points to the bulleted points you mentioned:

a. Factors you considered in making standardization decisions:

First and foremost we look at the industry we are in and the Best practices or standards that are available to us. Then we look at the organizational needs and requirements, also keeping in mind the geography where in we do the business. Depending on all these factors, we choose whether we want Internal processes defined for organizational improvements or whether we need to look at Certifications / Assessments.

b. Will standardization makes sense for a small business?

Business may any time grow big and it is always sensible to have standardization across people who work together. It only creates a foundation for better delivery and service.

c. How can standardization be presented in a positive manner?

By involving our stakeholders and showing them the benefits of standardization is the best manner for a positive approach

d. When and how standardization poses operational problems?

The maximum challenge is during the beginning stages of defining the processes. We need to not only get the buy in from all people within the organization, but also involve them in defining, creating awareness and implementing and monitoring of the process. To get commitment from people is the first challenge since it is time consuming in the beginning stages. If a good amount of awareness and benefits that can be reaped later is visible to all, this challenge can be addressed very easily.

e. How much standardization is appropriate for small business?

This has a dependency on the complexity, knowledge and skills of people within the organization. If the work is complex, it is good to detail. If the people are all expert level, the less amount of detailing is enough. If freshers or less experienced people are involved then it makes sense to keep process very simple.

f. Should standardization levels be varied by customer or context?

The process can be made very generic and cut across any context and customer of the work is similar. The variations can be documented separately. But if the variations are many, then separate processes or standardizations make more sense. These are more of my personal opinion.

Hope this helps.

Regards,

Sujatha