Day after day, month after month, and year after year, I work with business leaders who all tell me that they are struggling with creating accountability in their workforce. Leaders understand clearly the vision and mission of their companies, and have gone to great lengths to develop programs and policies and procedures that outline how and what must be done to achieve success. The challenge that they face is those programs and policies and procedures get added to an ocean of already existing programs and quickly get lost or forgotten.
In response, I explain that the biggest problem organizations have is that they expect employees to execute at a level of precision that is impossible to achieve without some type of structured support. I then review with leadership the ocean of policies and programs that they have developed within their organization. Once we have listed all that they expect to be performed, it becomes clear why operational excellence is so challenging to achieve and why they hear employees joke about the latest initiative or pet project and then continue on with their already busy daily routines.
The structured support you will need to implement in your organization to allow your employees to execute at your desired level of precision needs to include the following:
Daily reminders of assigned tasks
Successful structured support solutions need to provide your employees with automated reminders on the day that they are due.
Deliver incremental achievable actions
Some job duties will have multiple tasks that should be completed to ensure you are creating a culture of operational excellence. Having a checklist readily available as a resource for employees provides a structured support solution so key steps are not forgotten.
Include training resources as a ready reference
A simple training guide with reminder steps or a video that can be referenced each time the task is performed will increase the accuracy and quality of work from your staff.
Measure results and provide feedback as needed
Structured support systems must measure results and provide feedback to your staff in order to be effective. When you measure your results, you should be able to identify trends and "hot spots' that need additional focus and training.
Focus on behavioral change that creates habits of success within your staff
The right support systems will provide the opportunity for behavioral change within the company through consistent performance improvement.
In summary, you are helping your employees create habits of success. Horace Mann
said, "Habit is a cable; we weave a thread each day, and at last, we can not break it." There are many benefits to providing the structured support I've listed, including employee retention and satisfaction, increased customer satisfaction as your organization meets and exceeds expectations, increased revenue and customer loyalty to name a few.
In addition, when you implement a structured solution, you will quickly find the gaps in your policies and programs that create confusion, frustration, and errors. Recently, when I was working with a client on their OSHA program, they discovered several areas where training was not being provided and was an oversight that had not been reported by staff. Fortunately, no accidents had occurred before the oversight was discovered and today, employees are properly trained and safety has improved.
I tell all of my clients that the journey to operational excellence is worth every step and will produce benefits that will be enjoyed by everyone. The Dsyfer SaaS solution makes that journey simple, easy, and affordable.
For more information: firstname.lastname@example.org
Founded in 2017, Sybersafe is the worldwide leader in software solutions that allow organizations to put “Accountability into Action”. Our company’s flagship product, Dsyfer, is the leading platform for policy education with a behavioral-change management solution.
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