This is chapter 3 of 4 that describes best practices when implementing exMon Continuous Monitoring
It is important to set out from the start with the goal to develop a disciplined workflow around exMon. Following the abovementioned guidelines forms the base for, and enhances the chance of achieving quality workflow in exMon.
Repeating a cycle of design, run, work, review and adjustments, alongside with quality training of employees included in the process will help building up a culture of quality work around continuous monitoring and exception management. See figure 1.
Disciplined actions such as always attaching a comment/explanation to every case that is defined as „not-an-exception“ are vital. The case handler has to understand what is the actual result of marking an exception as „not-an-exception“, that it means you are silencing and hiding an exception and that you have to understand what that means to the respective process and why. Other actions include disciplined methods to work with lists of assigned exceptions, to actually attack them as to-do-lists or back-log that is important to handle as soon as possible.
The experience with continous monitoring among exMon customers has revealed that we often experience a growing culture of proactively implementing checks in different areas when developing and deploying new processes and services. People are more amenable to and proactive about checking their own work, which results in a culture that is more proactive and preventive.
The process has also resulted in an enhanced visibility of internal processes. More people think “process wise;” they are now used to drawing up process maps, discussing them and internalizing them. Responsibilities in every step of these processes are more visible than before and the process of finding the root cause(s) behind each failure is now much shorter.