Strengthening Operational Efficiency through Communication
In a recent operational review, our team identified key process inefficiencies rooted not in system limitations, but in behavioral patterns shaped by communication gaps. Specifically, we observed that individuals were frequently defaulting to last-minute workflows, particularly in areas involving procurement and planning, despite the availability of more efficient, cost-effective options. This reactive approach often led to increased administrative burden, reduced flexibility, and missed opportunities.
Our analysis pointed to a clear opportunity— improving how information is communicated and reinforced. We recommended a multi-modal communication strategy designed to meet stakeholders where they are. This included using a mix of formats, such as concise visual guides, short video tutorials, and FAQs, to ensure that critical information is not only accessible, but also actionable. By aligning communication methods with the rhythms and preferences of the intended audience, departments can better support proactive decision-making.
We also emphasized the importance of reinforcing preferred procurement behaviors through both incentives and disincentives. Departments can encourage early planning by highlighting benefits such as faster processing times, favorable pricing, or other perks for those who follow established procurement timelines. Conversely, implementing disincentives—such as soft limits on last-minute purchasing methods or using reliance on last-minute purchasing to inform future funding decisions—can help shift behavior by making the trade-offs more visible. These mechanisms, when clearly communicated and consistently applied, can guide individuals toward more efficient practices while preserving flexibility when truly urgent needs arise.
This review underscored a broader insight: operational efficiency is not solely a function of systems and policies, but also of how people interact with them. By investing in thoughtful communication, departments can foster a culture of foresight, reduce friction, and ultimately deliver services more effectively.
*Parts of this post were crafted with the assistance of AI.