Ask Andi: Employees’ workplace attitude is to “wing it”. There’s a lack of agreement on how things get done. We lack clarity. Have no clear chain of command. Inadequate communication, responsibility, and structure. What guidance do we need to turn this around?
Thoughts of the Day: Workplace attitude and structure in operations are principles of management. Put processes, job descriptions, and accountabilities in place. Can help make things smoother. Figure out who heads up operations, preferably not the owner. Build a team to handle the routine workload and manage exceptions. Have a clear routine so employees easily learn what they need to know.
Workplace attitude wing it at work
Operations are where everything comes together. Orders from customers have to get delivered on time, within budget. Lack of planning often creates a lot of problems in operations. Things run smoother with communication. Talk workflow, define routines, and special handling instruction. Layout department workflow.
Look for interruptions and exceptions. Don’t try to define everything. You can’t solve all the problems overnight, and you shouldn’t try to. Instead, indicate the next steps if things don’t go according to plan.
For example, ask operations to submit a list of daily, weekly, and monthly activities. But if two people do the same job, ask both to submit their lists. Respect the differences.
Are employees a good fit
Ask managers to review the lists. Then compile the lists into job descriptions. Look online for standard job descriptions and salary ranges to help move the process along.
For example, include a list of accountabilities for each job description. Deliver these standards. What is most important in your organization? Is it speed, accuracy, price cuts, whatever the customer needs?
Therefore, clarify expectations. Document them. Ensure employee responsibility. Distribute job expectations and discuss. Clear up grey areas. Make your expectations concrete.
After that, assign someone to be in charge of operations. It’s best if they are available throughout the day. Have them field questions, and deal with obstacles. And generally, oversee and assist people. Make it clear that this person has your full support.
Importance of attitude
If you’re like most business owners, when there’s a problem in operations you stand ready to step in and head it off or deal directly with the person who caused the problem. Meanwhile, build a chain of command and support them in their decisions, resist the temptation to do it all yourself.
Likewise, start with the manager in charge, making sure they’re aware there’s a problem. Give them time to do some homework, if necessary, and ask for a report back to you. Use your time together to listen, provide direction and teach. Asking them to solve the problem allows your employees to take responsibility and prevent the issue from recurring.
If there is a recurring problem, form a workgroup. In the same vein, after that, ask the group to tackle the problem. Identify a more permanent solution. Resist the temptation to get involved directly, unless they ask for your input. Build a team that learns to solve problems without your involvement.
In conclusion, give everyone the goal of having a well-documented, error-free operation. Each time a problem surfaces, treat it as an opportunity. Strengthen your processes by fixing the hole that led to the occurrence. Write and share instructions with new employees. In short, ask new employees to make notes if procedures are unclear. Update the procedures for the next person. Several rounds of teaching people what’s expected. Recognize improvements that lead to a near-error-free, well-documented operation.
Looking for a good book?
Operations Management: the Art & Science of Making Things Happen, by James T.H. Cooke
Andi Gray is president of Strategy Leaders Inc., a business consulting firm. We help privately-held businesses achieve doubled revenues and triple profits in repetitive growth cycles. Interested in learning how Strategy Leaders can help your business? Call now for a free consultation and diagnostic process: 877-238-3535.
Business owners regularly turn to Ask Andi and Strategy Leaders for advice. How to grow profitable, successful companies. They find what they need time after time. Ask Andi is published weekly. In the Westchester and Fairfield County Business Journals and HV Biz. The Ask Andi column is a rich source of advice for owners of established, privately-held businesses.
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