Use Measures to Help Guide Behavior Change
Think about it. The majority of the significant changes that we would like to see involve (1) most of our people and (2) behavior change the lasts on their part. This is especially true in organizations that provide a service. We cannot use machines as easily to control, or at least pace or guide, human behavior.
We want people to change their behavior and we want them to continue to act in the new way. How do we get people to change?
One answer lies in the world of technology. We use entry screens more and more to place orders, track transactions, and build databases. Word processing, spreadsheet, and presentation software are used as common tools. To some degree, these tools affect the performance of the people that use them.
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Use Technology and Measurement Wisely
If a field on the entry screen contains incorrect data, the transaction cannot proceed. If the conveyor belt is sped up slightly, people will have to work faster. When we scan the employee’s ID into the handheld scanner, we link the process to person. These are all examples of fundamental system changes that help shift performance in organizations.
They are also examples of changes that could damage the more unmeasurable and important morale metric if we use them ineffectively. Mechanical system changes often give us the measurable results we want to find, but we often discount the possible behavioral impact of an ‘improvement.’
Look for more examples of systems changes in the near future. They may be affecting you already!
READ MORE: How Does Your Work Team Structure Drive Operational Excellence?
Would You Like Some Process Measurement Work System Improvement Help?
For over forty years, I have helped design and install process measurement work systems in many different companies – both small and large. Such experience helps me discover value added, simple ways to set up systems to measure process effectiveness. For example, I can help you create KPI scorecards that align process performance and really tell a company’s improvement story.
An effective measurement work system helps each process owner better understand what makes the process they own tick. Using measures as a hammer is the primary power restrictor for this power system. My measurement tools help you both eliminate that barrier and move forward more rapidly towards higher levels of performance.
If you have interest in the process measurement work systems and tools that I offer, send me an e-mail at email@example.com. Better yet, work with me further to help you improve your measurement work system through my virtual and interactive measurement work system development workshop.
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Keep improving! — Kevin McManus, Chief Excellence Officer, Great Systems
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