The official process, sometimes a formalized procedure, is generally designed by technicians in a plant, by IT specialists or administrative people in the office. This process is not always able to produce the expected result without difficulties. Faced with this problem, people tend to develop diversionary means, what I suggest calling “parallel processes”. Identifying such parallel processes is an opportunity to start working with the team on collaboration and improvement.
A few parallel process examples:
A worker who says: « It’s always at this turn that the product gets stuck » while showing a