Too often, I hear people complain that their processes aren’t working the way they should. When we dig in, the issue sometimes isn’t the process itself—it’s the lack of leadership and management around it.
As Lisa Gonzalez and Mark O’Donnell explain in their book Process, documenting your company’s core processes and getting everyone to agree they’re the simplest and best way to do things is only the beginning.
In my experience, about 20% of strengthening the Process Component is documenting and agreeing on the right and best way to do things. The other 80% is getting those processes Followed by All—through training, measuring, leading and managing accountability (LMA), and keeping the processes updated as your business evolves.
LMA is the key.
If you own a process, you’re responsible not just for the documentation but for leading and managing that process so it gets followed by all. Here are some questions to help you do that well, built around the five leadership and five management practices from the EOS LMA tool:
Leadership Practices
Give Clear Direction
- Have I clearly communicated the purpose and desired outcome of this process?
- Does everyone who touches this process understand why it exists and how it connects to the company’s vision?
- Have I painted a clear picture of what “right and best” looks like when this process is followed?
Provide the Necessary Tools
- Have I ensured everyone using this process has the training, resources, and technology they need?
- Are there gaps in tools or resources preventing consistent execution?
- Do I give my team the time and attention they need to improve or master this process?
Let Go of the Vine
- Have I delegated ownership of steps within this process to the right people?
- Do those individuals truly Get It, Want It, and have the Capacity to execute their part well?
- Am I empowering others to run the process, or holding on to things I should release?
Act with the Greater Good in Mind
- Am I modeling the behavior I expect by personally following the process?
- Are updates or changes to this process aligned with the company’s greater vision, not just my personal preferences?
- When conflicts arise, do I choose what’s best for the company?
Take Clarity Breaks
- Do I regularly step back to evaluate whether this process still serves its purpose?
- Have I created space to think about simplification or improvement opportunities?
- Am I protecting my team’s clarity and confidence by resolving confusion quickly?
Management Practices
Keep Expectations Clear
- Have I clearly defined who owns this process and what success looks like?
- Are the roles, Rocks, and measurables tied to this process well understood?
- Is there any ambiguity about what “done right” means?
Communicate Well
- Are we talking openly about where the process is working and where it’s breaking down?
- Am I asking more questions than making assumptions?
- Does everyone involved know what’s on each other’s minds regarding this process?
Have the Right Meeting Pulse
- Do we review this process regularly in our Level 10s or other meetings?
- Are we measuring how well it’s being followed and using those numbers to drive discussion?
- Am I keeping the circles connected, ensuring communication flows between all who touch this process?
Have Quarterly Conversations
- Do I review process ownership, Core Values alignment, and GWC at least quarterly?
- Do I discuss with each person how well they’re following and improving the process?
- Am I using those conversations to coach and develop rather than just correct?
Reward and Recognize
- Am I giving positive feedback when people follow the process the right way?
- Do I address deviations quickly and privately, with clarity and care?
- Am I consistent in praising adherence and correcting missteps?
Strengthening the Process Component isn’t about creating documents. It’s about leading and managing people to live the processes every day. When leaders own that responsibility, consistency and scalability follow naturally.
If your processes aren’t working, don’t rush to rewrite them. Start by asking these questions first.
Drop a comment below with any tips or tricks you've discovered in strengthening the Process Component of your business.
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