Doing
Right Things versus - Doing Things Right:
Many people
confuse themselves by working hard to do the best they can with the
process steps or job that they have been given.
Though "hard
work" is admirable, it is not enough in a competitive world.
A process to determine first what the right things to do are is needed;
then you can focus on doing those things right.
An example
is when a call center measures its productivity on how quickly a call
can be labeled as "completed" so the next caller can be
helped. If the true criteria for the long term satisfaction of customers
is to be helped and feel important, quickly cutting of the phone call
to move on may be the wrong way to say, "good bye". What
would happen if the customer satisfaction survey added a question
about how they felt just after hanging up the phone or getting off
line? What would change in measuring results, in training plans, in
company success?
What
to do to know we are doing the Right Things?
1. First confirm
everyone knows "What business you are in". What is your
vision, mission, goals; all the way down to the work unit.
2. What process
steps exist now and why do they exist?
3. Do a "process
flow" diagram (a table with Customers at the top left, people
who do the process steps along the top, the flow of time going down
the table, and the process steps themselves in the table). Just doing
this exercise will help show relationships and areas to review for
changes.
4. Confirm
the process outcomes and steps support the goals of the work group
5. Now, ask
what can be done to improve quality, value, results. Implement any
changes in a pilot phase so you can monitor the true affects.
6. Measure
your results.
7. Update your
information and start the process over. Things change; don't assume
you can operate long without confirming the correctness of the process
for the results you "need".
Need help,
contact me at: Bill@2tbi.com
Example:
