Tip #7 – Measure Internal Customer Satisfaction
Some organizations don’t measure and trend internal customer satisfaction at all. Those that do tend to do it only once a year at best. However, high performance organizations regularly trend and review multiple indicators of staff satisfaction.
Examples include staff retention rates, customer complaint levels, and internal satisfaction (perception survey) scores. Do you want to change your existing work culture? If so, you must assess the degree that your people feel that your current work systems and habits support such a change.
Plus, you need a gauge of where your work culture currently stands. What do your people think and believe about the organization? Try to review these measures monthly.
As you do, identify possible system changes (such as those I mention here) to affect those scores. Then, take action to put the highest priority system changes in place. Don’t forget to identify and remedy the sources of internal customer dissatisfaction as well.
Tip #8 – Eliminate Non-Value Added Process Activities
The use of lean tools and concepts by work teams in organizations is very popular right now. Unfortunately, few organizational leaders use these tools on their own work processes. For example, do you measure and trend meeting effectiveness?
Have you taken steps to make your decision making processes leaner? Does each work team leader in your organization have plans that minimize the non-value added activities that exist in those key processes they are personally responsible for?
Hypocrisy holds back a high performance work culture as much as anything. You can’t begin to move your culture forward if systems remain in place to hold it back.
Leaders need to remove waste from all key work processes, not just those that hourly people perform. As with hypocrisy, ‘Leader Standard Waste’ kills a culture change effort.