When you make a change to a process, you will inevitably get people telling you that it isn’t working (often in a boardroom).
“It didn’t work when Sally didn’t follow the process.”
“It didn’t work when the phone call wasn’t made in time.”
“It’s doesn’t work when the staff are feeling stressed.”
The correct response to this is “WHY”? WHY didn’t Sally follow the prescribed process? WHY wasn’t the phone call made on time? WHY are the staff feeling stressed?
If you don’t know why, go find out. Don’t find out from your office or in a boardroom, go to where the problem is happening. Build ‘finding out’ into your organizational culture, and the path to improvement will be much faster.