Kuten edellisessä kirjoituksessa totesin: Luottamusta parantaa jo se, että kaikilla on yhtenäinen kokonaiskuva tärkeistä perusprosesseista ja jokaisen roolista niissä. Toisaalta yhteinen kuva syntyy parhaiten, kun prosessikuvaus on tehty yhteistyössä.
Jos henkilöstö ei ole mukana prosessien kuvaamisessa, vaan ne tehdään kehittämisprojektissa ulkopuolisten konsulttien toimesta, ne helposti liukuvat kuvaamaan yksittäisiä tilanteita tai ideaalitapauksia ”näin tämän pitäisi mennä” – tyyliin. Ja tällaiset kuvaukset antavat puolittaista ja ei-luotettavaa tietoa muutosjohtamisen tueksi ja voivat johtaa vääriin päätöksiin.
Haastatteluissamme tuli vastaan tarinoita siitä, mitä kävi, kun henkilöstö ei ollut kehittämishankkeessa mukana prosessien kuvauksessa. Eräässä organisaatiossa taloushallinnan tietojärjestelmäprojektin teknisen toteuttajan vaatimukset ja valinta tehtiin ulkoisten konsulttien kokoaman prosessikuvauksen pohjalta. Henkilöstön näkemyksiä ja korjauksia prosessikuvauksiin ei haluttu ottaa mukaan useasta väliportaan esimiehen pyynnöstä huolimatta. Viesti tulkittiin henkilöstön näkökulmasta yksiselitteisesti: meidän osaamiseen ei luoteta.
Projektin edetessä prosessista tuli esiin uusia vaatimuksia, valittu IT-talo ei pystynyt toimittamaan organisaation tarpeet täyttävää tietojärjestelmää ja budjetit ylittyivät. Epäluottamuksen kierre talon sisällä ja ulkoisten toimijoiden suuntaan oli valmis.
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